All of our orders are put through several quality checking procedures before being sent out.
Unfortunately sometimes things can go wrong – but not to worry, we have a Quality Control process to ensure that misprints and defective products are re-printed and issues resolved.
The general process is:
Step 1: Open a QC case
Contact us to let us know something was up with your order. We will request you email us some further details regarding the issue. See: Raising a Quality Control case.
It is important to get in contact with us as soon as possible (within 14 days of receiving).
Step 2: Review
A QC Manager will review the case and investigate. You will generally receive a response in one business day.
Should the issue require further investigation (or if the photographs provided are not sufficient) you may be requested to return the order.
Step 3: Resolution
We will fix any printing or production issue caused on our part. Our priority is getting the issue fixed and product into your hands that you are happy with.
Unfortunately we cannot guarantee a complimentary reprint due to customer error (such as incorrect file setup, photo quality or spelling mistakes). However, in some cases, we maybe be able to offer a discounted re-print for customer errors. Please give us as much information about the issue(s) pertaining to your order as possible when opening your QC case.