Accelerated complaint
We're sorry if something didn't work out the way you wanted. On this page you will find instructions on how we can solve the issue as easily as possible. We offer an Accelerated complaint process (known in law as a liability claim) online via your customer account.
How to submit an Accelerated complaint in 3 steps
- If you find a flaw in the supplied printed matter, please take a photo of it. Basic cell phone photos are sufficient for us to evaluate the issue.
- Log in to your customer account and go to the Complaints section.
- Create a complaint here by simply clicking on the NEW COMPLAINT button. Follow the instructions to select your order number, describe the defect in detail, upload photos and press SUBMIT. Done! You have entered an Quick complaint.
How the Accelerated complaint process works
Immediately after submitting your Accelerated complaint, our specialist will receive a notification. We handle complaints every working day between 9:00 and 16:00.
We always try to resolve your complaint as soon as possible. However, if you are in a time pressure, please do not hesitate to call us on our hotline +421 221 023 233 after entering the claim in your account, in which case we will try to resolve your claim with the utmost urgency.
After submitting the complaint, please wait for our response and do not send the printed matter back to us.
If we need to return the printed matter, our courier will pick them up from you free of charge. Then you just need to pack them appropriately for transport.
We will usually give you a resolution on your complaint within 1-3 working days, depending on the complexity of the problem. For more complex issues, such as colour issues where colour measurements need to be taken, the time taken for us to give a statement may be longer.
In the case of an approved complaint, we will immediately place a corrective order in agreement with you. It is likely that we will also need your cooperation in the execution of the correction order, for example to agree on the corrected design.
