Do I Need to Return the Original Package for a Retake?
Return requirements depend on whether the event is prepay, proof-based, school-delivered, or being corrected as a reprint.
Quick answer: Follow the current school or Van Gogh retake instructions. Some prepaid programs ask for the original package; online proof and replacement cases may not require a physical return.
When a return may be requested
- The school is collecting original prepaid packages for retake day.
- The event uses the returned package as the student’s retake request.
- Customer Support specifically asks for a product or label during a refund review.
When a return may not be needed
- The family ordered after viewing the online gallery.
- Van Gogh is correcting a missing, damaged, or incorrectly produced item through a reprint.
- Customer Support can verify the issue from the order record and photographs.
- The retake request is being managed from a school list or online record.
Do not mail anything without instructions
Older Van Gogh articles instructed families to mail packages to Barrington. The current process normally begins through the support form. Keep the original prints and packaging until Customer Support confirms whether a return is necessary.
Important: Returning a package to school does not automatically register a retake unless the school’s current instructions say it does. Confirm the student is on the retake list or follows the required process.
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:
- Student’s full name and school
- Order number
- Retake date
- Copy or photo of the school’s retake instructions
- Reason for the retake or replacement
For your security, never send a full card number, security code, banking password, or account password.