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What is your return policy and quality guarantee?

If you’re not satisfied with the quality of the products your customer received, get in touch within 30 days of your customer receiving the item and we’ll do everything we can to investigate and find a solution. 

You can read more about reporting problems with orders in the article How do I report a problem with my order?

If your claim is validated by our quality assurance team, we will be happy to send a complimentary replacement order to your customer as quickly as possible.

Refund

We'd much rather fix any problems and send a replacement order to make sure your customers are happy with their order.  If that's not possible or your customers can't wait for a new order to arrive, please indicate that when you reach out to us and we'll give you a refund.

Color consistency

We use the same print machines, paper types, and work processes at our print partners to minimize color variations. Having said that, printing is a chemical process and 100% consistency cannot be achieved. Multiple factors influence the color, consistency, and final result: machine type, machine settings, paper types, humidity in the room, when the machine was last cleaned, just to mention a few examples. Color variations that may occur due to the above-mentioned reasons lie within acceptable tolerance levels and are not covered under our quality guarantee.

Defective or damaged products

If you or your end customer receive defective or damaged orders, such as damage to the delivered products, errors in the number or quantity of the delivered products, or lack of quality of the delivered product not caused by lack of quality of the content you or your customer provided. Should you want to submit a new order, we will cover the costs of the new order.

Wrong Address

If you or your end customer provide an address that is considered insufficient by the courier, the shipment will be returned and disposed of safely. Should you want to submit a new order with an updated address, you will be liable for the costs of the new order.

Rejected by the Recipient

If your customer rejects the shipment during the delivery, the shipment will be returned and disposed of safely. Should you want to submit a new order with an updated address, you will be liable for the costs of the new order.

Unclaimed

If your customer is not able to receive their order at the address, the shipments may be available for pick up at their local post office or carrier pick up point. Shipments that go unclaimed may be returned to the sender. For these cases, please place a new order and get in touch with us so that we can report the problem and arrange for the product price to be refunded for the new order (you will still have to pay for the shipping costs). 

Returned by Customer

We currently do not support returns due to the fact that the products you order are personalized and made specifically for each order. Should you want to submit a new order, you will be liable for the costs of the new order. You can choose to handle your own returns by setting up your address as the return address.

Tip: Our return policy is available in our Terms of Use.

 

 

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