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Complaints

When something’s wrong, we sort it out. Fairly

An independent print shop prints for you and you pay it only at pickup – so your best safeguard is checking the prints on the spot. And if anything gets stuck, we’re here.

Three steps when there’s a problem with your prints

  1. Check your prints at pickup

    You pay only on the spot – so look over your order before you pay. Wrong colours, different paper or blurry print are easiest to resolve right there at the shop, even with a reprint.

  2. Contact the print shop

    Your order was printed by a specific shop, and it’s also your partner for the complaint – contact details are on its page and on your order page. Photograph what’s wrong and agree on a fix.

  3. Couldn’t agree? Write to us

    When a resolution gets stuck, write to [email protected] with your order number and photos. We’ll help you reach an agreement – we care about fair outcomes, and we evaluate shops in the network on this too.

Worth knowing

Your guarantees

You pay nothing upfront. Payment happens only at pickup, directly to the print shop. With in-person pickup you get the strongest protection there is: you see the prints before you pay for them.

The price is binding. Your order is calculated from the shop’s price list deterministically – what the system showed you before ordering is what applies. The shop can’t demand more on the spot.

Withdrawal without giving a reason doesn’t apply to printing. Prints are made to order according to your specifications, so the statutory 14-day return period doesn’t cover them – the same as for any other custom-made goods. All the more reason to check at pickup and add a note to your order when you have special requirements.

Defective printing can always be complained about. Blurry text, a different paper weight, single-sided instead of double-sided – that’s not “made to order”, that’s a defect. The shop resolves it with a fix, a reprint or a discount.

FAQ

Complaints in practice

I only noticed the defect at home. Am I out of luck?
No. Photograph the prints and contact the print shop – its contact details are on its page. A defect is a defect even if you discover it later; checking in person at pickup just saves you an extra trip.
What if I set up the order wrong myself?
When the order is printed exactly as specified (for example single-sided, because that’s what was ordered), it isn’t a defect. Still, try talking to the shop – with smaller orders many will meet you halfway and reprint at the list price.
My order isn’t printed yet and I want to cancel it
As long as the shop hasn’t started printing, it can reject the order or agree on a cancellation with you – write to them as soon as possible. You paid nothing upfront, so there’s nothing complicated to unwind.
The print shop isn’t responding. What now?
Write to [email protected] with your order number, a description and photos. We’ll contact the shop ourselves and help resolve it – the fairness of points in the network is key for us.

No risk

You only pay once you’re happy

Upload your files, pick a print shop and check your prints at pickup. You pay only on the spot.

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