I received the wrong product. What should I do?
If you received the wrong V1CE product, contact V1CE with your order number and a photo of what you received. V1CE owns the investigation, reprints the correct product, and reships it at no extra cost.
What to include when you contact V1CE
To resolve a wrong-product issue quickly, share these details:
Your order number.
What you expected to receive (card type, colour, design).
What you actually received.
A photo of the card you received. A photo of any packaging label is also helpful.
You do not need to file a police report or contact the courier. V1CE handles the investigation from start to finish.
Common issues
Wrong card material
If you ordered a metal card and received PVC, or vice versa, V1CE sends the correct one right away.
Wrong design
If the printed design does not match the mockup you approved, V1CE reprints the card to match your approved mockup.
Wrong quantity
If you received fewer cards than you ordered, let V1CE know and the missing cards are shipped to you.
Cards mixed up in a team order
If team members received each other's cards, contact V1CE with the details and V1CE will sort the reship.
How long does the replacement take?
Once V1CE confirms the issue, your replacement is prioritised. V1CE typically reprints the same working day, then production takes 1 to 3 business days plus shipping time to your region.
To raise a wrong-product issue, send V1CE a chat message with your order number and a photo of what arrived. V1CE will own the next steps from there.