I purchased personalized t-shirts of which I received a notice of production. However no message was handed out concerning the shipment. After checking this, it seemed my order was already shipped 10 days before but no tracking was available.
I contacted the customer service who responded in 1h and let me know my order would be reproduced. Their response was kind, useful and fast.
If anything needs to change, it is the general communication about shipments and ETA.