Once an order has been completed (that is, once you have received the order number identifying it), it can no longer be modified independently from your personal area. However, our Customer Service team may still assist you as long as the order has not yet entered production.
When it is possible to modify a confirmed order
If the order has already been confirmed but production has not yet started, our Customer Service team can help you with:
- Changing the shipping address (except for the destination country)
- Modifying product specifications (quantity, material, dimensions, orientation, etc.)
- Cancelling individual jobs/items
- Replacing the uploaded file (within 30 minutes of upload you can replace it yourself from your Upload Area)
- Removing a graphic design service that has not yet been taken in charge
- Modifying billing information (where possible)
The order can only be modified when it is in one of the following statuses:
- Order status: Open / Job status: Waiting for artwork/payment
- Order status: Open / Job status: Waiting for payment
When it is no longer possible to modify an order
It is no longer possible to modify an order once the file has entered the production process and the order is in one of the following statuses:
- Order status: Confirmed / Job status: Graphics file being checked
- Order status: Confirmed / Job status: Printing in progress
In these statuses, no further action can be taken and Customer Service will not be able to modify, stop, or cancel the order.
Note: this restriction applies only to changes to the order itself. Requests to update the shipping or billing address are managed separately and may still be possible, subject to the applicable address change policy.
Changes that are not allowed
It is never possible to:
- Modify an order already in production
- Change the selected delivery date
- Add new products/jobs to an existing order
- Replace a product with a different one (for example, replacing a banner with a business card)
- Merge different orders
- Split jobs belonging to the same order
Modifying jobs in the cart (before confirmation)
Before confirming the order, you can independently modify the jobs in your cart by clicking the sheet-and-pencil icon, which will take you back to the product configuration page.
Order cancellation
If you would like to cancel an order and place it again from scratch, please refer to the article “How to cancel an order”, where you will find all the information and conditions regarding cancellation.