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 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:
- 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.