I have a complaint about the products I received. What can I do?

Sometimes, things unfortunately don’t go as planned. If you're unhappy with your order or something didn’t arrive as expected, you can easily submit a complaint through our ticket system. This allows us to respond quickly and work together to find a solution. 

How to Submit a Complaint

On the top right you will find a button to "submit a ticket" There you can select “Complaint” from the dropdown menu. Fill in the following fields:

• Email address

• Subject: A short summary of the issue

• Project number: You’ll find this on your order confirmation or invoice

• Description: Describe the issue as clearly and detailed as possible

• Attachments: Please upload photos or documentation that show the problem (e.g. product images, packaging, printing defects, etc.)
  
  Important: We cannot process complaints without visual evidence. The more details you provide, the faster we can support you!

What Happens After You Submit It?

1. Internal review: We’ll carefully check your complaint and assess the issue.

2. Manufacturer investigation: If needed, we will escalate the case to the manufacturer.

   •  Please keep an eye on your email! We may contact you with follow-up questions if something is unclear.

3. Issue confirmed? If we identify a printing, product, or manufacturing error, we’ll take the necessary steps and inform you about the next actions.

What Are the Possible Solutions?

Once the case has been reviewed, you typically have three options:

1. Reproduction – We’ll remake the product, if possible

2. Discount – You’ll receive a partial refund or credit

3. Custom proposal – Your account manager will offer a tailored solution

How Long Does It Take?

We usually respond within 1–2 business days. If the case is forwarded to the manufacturer, the process may take a bit longer, but we’ll keep you informed along the way.

Still Have Questions?

If you're unsure what to include or how to proceed, feel free to reach out directly to your account manager. We're here to help!