Queensberry is proud of its quality and reliability, but occasionally something can go wrong. If a client reports a problem with a Queensberry-fulfilled order, gather the information promptly so our team can investigate.
You remain the main contact for your client. Queensberry and Workspace support you behind the scenes rather than contacting your client directly.
What to ask your client for
- The order number.
- A clear description of the problem.
- Photographs showing the product and the issue, including packaging if it was damaged in transit.
- The date the order arrived.
Contact Queensberry
Email info@queensberry.com with the order number, your client’s description and the supporting photographs.
We will review the order and the cause of the problem, then explain the appropriate next step. Depending on the circumstances, this may involve a repair, replacement, collection or another resolution.
Do not promise a particular remedy before the order has been assessed.
If the supplied file or order information was incorrect
Contact us as soon as possible. If production has already started, a reprint or correction may incur a charge. Once an order has shipped, it cannot be corrected before delivery.
Self-fulfilled products
If you fulfilled the product yourself, you are responsible for investigating the issue, communicating with the client and arranging any repair, replacement or refund.
See Queensberry’s returns and repairs guarantee for further information about Queensberry-fulfilled products.
