My Prints or Products Arrived Damaged
Keep the damaged item and packaging, photograph the issue, and request a Van Gogh replacement review.
Quick answer: Do not discard or mail the item. Photograph the damage and packaging, then submit the order number and affected product to Van Gogh.
Document the condition
- Photograph the full product.
- Take a closer photo of the damaged area.
- Photograph the shipping envelope or box, especially visible crushing, bending, moisture, or tears.
- Photograph the shipping label or school-delivery label.
- Keep the packing slip and all package contents.
Describe the problem clearly
Examples include bent or creased prints, scratches, surface marks, water damage, a broken specialty product, trimming damage, a print defect, or a package damaged in transit.
What happens next
Van Gogh will review the order and damage. When a replacement is appropriate, Customer Support can arrange a corrected reprint or product without requiring the family to place another paid order.
Important: Do not send the original product to the Barrington facility unless Customer Support specifically requests it. The current support process normally begins with the order number and photographs.
Still need help?
Use the Van Gogh Help Center to search for an answer or submit a private support ticket. You can also email info@vangoghphoto.com or call 847-382-2282.
Please include:
- Order number
- Student’s full name and school
- Affected product and quantity
- Description of the damage
- Photos of the product and packaging
- Delivery method and tracking number, if applicable
For your security, never send a full card number, security code, banking password, or account password.