Resolution Center

We always encourage our users and vendors to communicate with each other when there's a problem with a transaction or order. The first step is to contact the vendor(user) through the site e-mail system to resolve the problem.

“I didn't receive my order.”
“My order doesn't match the vendor's description.“
“Report a service.“
“I have a problem with an order I received.“

If you tried to work things out with your vendor and did not reach a resolution in three business days, please contact us.
Collllor will review your case and get back to you within 48 hours.

“I want to cancel the order.“

You can cancel the printing order only before the production has started.
If you must cancel the order after this stage, please contact your vendor and ask the vendor to agree to this. Escalating a cancellation fee from 3% to 100% from the order may be applied in this case, depending on the vendor's policy.

“The buyer and I agree to cancel the transaction.“

The refund will be issued to your bank account within ten business days.

“Cancellation by Vendor.“

We care about our buyers' experience on Collllor. It is highly unlikely that the vendor cancels your order. Our policy is that vendors have permission to cancel the order within 6 hours after receiving it. If the vendor has 3 late cancellations, his/her account will be permanently removed from the Collllor platform. If such a cancellation happens, please inform Collllor's customer service.  

“What should I do if I can't get in touch with my vendor?“

Once you have a confirmed order, you’ll find the vendor’s email and phone number in the message thread for your order. At that point, you’ll have those additional ways of contacting them, along with sending them a message through the message thread and using the Collllor platform.

If you’ve already contacted the vendor, you may want to give them a little time to respond as they may be located in a different time zone. 

“Why was my review removed?“

Collllor may remove your review if:

• The review violates Collllor’s Content Policy,
• The review is biased, or
• The review is irrelevant to the author’s experience with Collllor.
  You can read Collllor’s Review Policy in full.

If your problem is not listed here, please get in touch with us.
Collllor will reply within 48 hours.