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What should I do if I receive a damaged package?
Last updated 16 June 2026.
Guide
Report the issue using our self-service support form in the Help Centre to get help with your damaged package.

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Find all our delivery information here.

Follow these steps:

1

Go to the Help Centre

On the Help Centre front page, find the ‘Need help with a recent order? Start here’. You may need to sign in to access it.

The VistaPrint help centre with the option ‘Need help with a recent order? Start here’ highlighted.
2

Select your order

A list of your recent orders will appear. Select the order from the list and choose ‘Get help with this order’.

The self-service support flow with the option to select an order by selecting ‘Get help with this order’
3

Select an action

From the list of available actions, choose ‘I want to request help with my order’.

The question ‘What would you like to do?’ with the option ‘I want to request help with my order’ as the highlighted answer option.
4

Select the products

Choose which products in your order are affected by the issue. If the entire order is affected, choose ‘Select all products’.

Step 1 of the self-service support form where customers select which products in their order are affected before continuing.
5

Describe the issue

Select an issue from the drop-down menu and provide a brief description. You can choose multiple issues if needed.

Step 2 of the self-service support form where customers describe an issue with their order by selecting what happened, choosing one or more issue types and adding details in a text field.
6

Upload pictures

Upload up to four pictures showing the damaged product or issue. Pictures can help us determine what went wrong so we can fix the issue quicker. 

Step 3 of the self-service support form where customers upload photos of the product issue to help with the review, with options to add or remove images before continuing.
7

Review the details

Check that all the details of your request are correct. When you're ready, select ‘Continue to next step’.

Step 4 of the self-service support form where customers review the details of their request, including the selected products, issue and description, before continuing.
8

Choose a contact method

Select how you'd like our Customer Support team to contact you. For example, you can request a callback, start a chat or receive an email. 

Step 5 of the self-service support form where customers choose how they want to get help, including callback, live chat or email, and submit their request.
9

Wait for a response

You have now submitted your request. We'll send you a confirmation email to confirm we received it. Our team will review the details you provided and get back to you as soon as possible. 

Confirmation screen showing that the customer’s replacement request has been submitted, with a summary of the request details and next steps for delivery and tracking.
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