My V1CE card arrived but the print or design is wrong
If your V1CE card arrived with a print defect that does not match your approved proof, V1CE reprints and reships it at no extra cost. Send support a clear photo, your order number and a short description. Mistakes on an approved proof are charged.
| Time needed | 5 minutes |
|---|---|
| What you need | A photo and your order number |
| Where in the app | V1CE live chat or support@v1ce.co |
V1CE prints exactly what you approved at the proof stage. If the card in your hand does not match that proof, it is a defect and V1CE replaces it.
Try these first
- Compare the card with the mockup you approved.
- Check the order confirmation email for your order number.
- Look at the card in good light before taking a photo.
What counts as a defect
- Missing colour or faded ink on the printed surface.
- Smudged or blurred engraving on a metal card.
- Text or logo printed in the wrong orientation.
- A blurred or pixelated logo that was sharp in the proof.
- Wrong text, where the print does not match the approved proof.
- Damage to the finish that was not caused in delivery.
How to get a reprint
Step 1: Take a photo
Take a clear, well-lit photo showing the defect.
Step 2: Find your order number
It is in your order confirmation email.
Step 3: Contact V1CE
Start a live chat or email support@v1ce.co with the photo, order number and a short description.
Step 4: Wait for the reprint
V1CE confirms the reprint, prints it and ships it to your delivery address. You usually do not need to return the faulty card.
When a reprint is charged
If the problem is a customer mistake, such as approving a proof that contained an error or asking for changes after approval, it is not covered by the free reprint. The reprint is charged at 25 percent of the card cost, and reshipping at the cost of shipping plus 10 GBP.
If the card matches your approved proof but you now want a different design, that is a new order, not a defect.
How long it takes
V1CE prioritises defect reprints and usually starts production within one working day of confirming the issue. Total time is production plus shipping, as for a standard order.
Good to know
- Check every proof carefully before you approve it, because V1CE prints exactly what you approve.
- Your page and Wallet pass work while you wait for the new card.
Related guides
Frequently asked questions
Will V1CE reprint a card with a print defect?
Yes, at no extra cost, if the print does not match the proof you approved.
What should I send to support?
A clear photo, your order number and a short description of the issue.
Do I have to send the defective card back?
In most cases no. Keep it or recycle it.
What if I approved a proof with a mistake?
That is not covered by the free reprint. A reprint is charged at 25 percent of the card cost plus shipping.
What if I just want a different design?
That is a new order. V1CE prints exactly what was approved.
How long does a reprint take?
Production usually starts within one working day of confirming the issue, then shipping applies.