If there is something wrong with your delivery, contact us and send a few photos. This is the fastest way to find a solution – usually, we can resolve it without complications.
What helps us
The most helpful are photos that clearly show the problem. In case of transport damage, please also include a picture of the box or pallet from the outside, as this is important for resolving the issue with the shipping provider. Also include your order number and a brief description of what exactly is wrong.
It’s best to get in touch promptly if you notice something, and don’t fully unpack the goods before we have spoken. This makes the resolution easier for both sides.
The difference between standard and printed goods
This is a point that often causes misunderstandings. You can return unprinted standard goods as usual. For food packaging, we can only accept unopened packages back for hygiene reasons.
Custom printed packaging, on the other hand, is legally a product made according to your specifications. It carries your logo and cannot be used by anyone else – therefore, the usual right of withdrawal does not apply. However, this explicitly does not apply to errors. If we printed incorrectly or the goods arrive damaged, that is our problem, not yours. We will resolve it.
Why we look so closely beforehand
For this very reason, we check every file before printing and send you a draft for approval if needed. Asking beforehand costs one day. A pallet that nobody can use costs you money. If you are unsure about anything, it’s better to ask one time too many.
