---
title: How the Replacement and Reprint Process Works
description: Learn how Van Gogh handles replacement orders and reprints for missing, damaged, incorrect, lost, or quality-related products.
---
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1. [Van Gogh School Photographers](https://support.vangoghphoto.com/?hsLang=en)
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3. [Replacements and Reprints](https://support.vangoghphoto.com/delivery-order-support?hsLang=en#replacements-and-reprints)
# How the Replacement and Reprint Process Works
## Van Gogh reviews the original order and creates a corrected replacement when an item is lost, damaged, missing, or produced incorrectly.
**Quick answer:** Contact Van Gogh with the original order number and evidence of the issue. Do not place another paid order unless Customer Support instructs you to do so.
## Problems that may qualify for replacement
- A lost or missing order
- A missing product or print sheet
- Shipping or handling damage
- The wrong image, background, crop, size, or personalization
- Another student’s photos
- A production or lab-quality issue
- A digital file that is wrong, missing, or technically defective
## What Van Gogh needs
The original order number identifies the student, products, selections, delivery method, and payment. Clear photographs or screenshots help confirm exactly what must be corrected.
## Possible corrections
- Reprint the same item
- Use the correct image or background
- Adjust a crop or personalization
- Update the shipping address before the replacement is released
- Resend a digital-download link or file
- Replace only the affected part of a package
## No second payment
An approved replacement is handled as a correction to the original order. The family should not create a second paid order for the same product unless Van Gogh specifically recommends a new purchase.
> **Important:** Keep the original product, packaging, and files until the case is closed. Van Gogh may request additional information, but do not mail anything without instructions.
## Still need help?
Use the [Van Gogh Help Center](https://support.vangoghphoto.com?hsLang=en) to search for an answer or submit a private support ticket. You can also email [info@vangoghphoto.com](mailto:info@vangoghphoto.com) or call **847-382-2282**.
Please include:
- Original order number
- Student’s full name and school
- Affected product
- Description of the problem
- Photos or screenshots
- Current shipping address
- Preferred correction, when known
For your security, never send a full card number, security code, banking password, or account password.
## Related articles
- [My Prints or Products Arrived Damaged](https://support.vangoghphoto.com/prints-or-products-arrived-damaged?hsLang=en)
- [I Received the Wrong Pose, Background, Crop, or Product](https://support.vangoghphoto.com/wrong-pose-background-crop-or-product?hsLang=en)
- [Van Gogh’s Satisfaction Guarantee, Reprints, and Refunds](https://support.vangoghphoto.com/satisfaction-guarantee-reprints-and-refunds?hsLang=en)
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