Order issues, account help, quality concerns. Real humans.
For order issues, account help, returns, quality concerns and billing. Most questions are already answered in the knowledge base — for everything else, open a ticket below and our support team replies by email.
Ask our support team.
For orders, your account, returns, quality or billing. Add your order number and we can look it up straight away. We reply by email.
Three teams, three different inboxes.
Support handles orders, your account, returns and quality. Pricing and contracts go to our commercial team; API and webhook questions to solutions engineering.
On an Enterprise Master Supply Agreement? Use the contacts in your agreement first — your dedicated support manager knows your account. Not sure where your question belongs? Talk to our team and we’ll get it to the right person.
Defect or damage policy.
We reprint it, free of charge.
Every Fabrixa unit goes through QC before dispatch. If something arrives with a defect — print misalignment, a finishing flaw, fabric damage, the wrong size cut — open a ticket within 30 days of delivery with photos and the order number. A confirmed manufacturing defect is reprinted free of charge in the next scheduled order.
We take it up with the delivery partner.
Send photos of the parcel and the shipping label through the same ticket form. We take it up with the delivery partner and come back to you with the outcome — you don’t deal with the carrier directly.
Still looking for an answer? The knowledge base and FAQs resolve most questions without a ticket — and the Platform Guide walks through every screen in the dashboard.
Support, answered
What happens if my order arrives with a print defect?
Every Fabrixa unit goes through quality control before dispatch, but if a unit still arrives with a print misalignment, finishing flaw or fabric damage, contact support within 30 days of delivery with photos and the order ID. A confirmed manufacturing defect is reprinted free of charge in the next scheduled order.
What are Fabrixa’s support response times by priority?
Every ticket gets a reply within 1 business day, handled in order of priority: critical issues affecting an active production order or a live customer-facing flow come first, then high-impact issues such as a damaged shipment, then general questions.
Who handles a carrier-damaged shipment claim?
Report a carrier-damaged shipment through the same support ticket form as any other order issue, with photos of the parcel and the shipping label. Fabrixa takes it up with the delivery partner and comes back to you with the outcome, so you do not need to contact the carrier yourself.
What are Fabrixa’s support team’s business hours?
Fabrixa’s support team is staffed Monday to Friday, 09:00 to 18:00 CET. Tickets opened outside those hours are queued for the next morning’s first triage, with Critical-severity tickets handled first. Portuguese, Spanish and Dutch public holidays can also affect availability.
What information should I include when contacting support?
Include the Fabrixa order ID, which starts with ord_, or your internal order reference so support can pull up the order record immediately. For quality or damage issues, add clear photos of the affected unit and a short note on what you expected versus what actually arrived.
Does the support team handle pricing and contract questions?
Support handles order issues, account help, returns and quality concerns rather than pricing or contracts. Questions about volume-tier pricing, payment terms or a Master Supply Agreement go to the commercial team instead, and API or webhook integration problems go to solutions engineering.
support@fabrixa.com
One ticketed inbox, a reply within 1 business day. Commercial questions go to our team. Technical and API questions go to solutions engineering.