frequently asked questions and terms and conditions

 

 

Ordering

When should we order our wedding stationery?

We recommend ordering your stationery as early as possible, we recommend to send out your Save the Dates as soon as you’ve booked your venue.

If you’re worried you’ve left it to the last minute then drop us a message before ordering and we’ll see if we can squeeze you in!

Can we order samples?

Yes of course, samples are available to order here.

Can you send us personalised samples?

Unfortunately we are unable to send you personalised samples but the sample packs we offer should give you a good indication of the quality of our work and show the general sizes we work to so it is definitely still worth ordering one of these.

What can be changed on the House Collections?

Colours and wording can be changed as standard. If there are other changes you would like to make such as the format then please contact us for a quote for this.

Can we change the typefaces on any of the House Collection suites?

All of the typefaces have been carefully chosen to match the designs so we do not recommend this.

Is there a minimum order?

Yes the minimum order is 30 of each item and this is for Bespoke and orders from the House Collection.

How much should we order?

We recommend to order enough invitations for one per household or couple.
It is advisable to order at least five extra incase there is any changes in your numbers or if any get lost in the post. (And it’s always nice to keep one for yourselves too!)

After placing our order, how long will it take to hear from you?

We will normally be in touch within 48 hours of you placing an order (excluding weekends and bank holidays) but this could take a little longer during busy times.

How long will it take for you to produce our order?

Bespoke orders vary from project to project but we will discuss this with you during our initial stages of planning.

An order from the house collection will take a minimum of 3 weeks depending on the items you order. Any large orders such as one of our Diamond packages will be spread over a few months, this is so we can ensure you get the most important items as early as possible and means you don’t need to worry about the exact guest list till a time closer to the day.

Are envelopes included in our order?

Kraft brown or White envelopes will be provided with your invitations and your RSVP cards. With the exception of A7 RSVP cards (where you may purchase return address stickers) RSVP envelopes will be pre printed with your address on. Envelopes for your invitations can be upgraded on request for a real luxurious feel.

I forgot someone, can I order an extra invitation at a later date?

If you realise you have forgotten someone during the early stages of your order then this will be possible. Unfortunately we will be unable to add to your order once it has been sent to print. We do recommend that you order at least five additional invitations so you have a few spare incase this problem does arise.

Will our stationery be displayed on your website?

Your stationery may be displayed on our website but only in full after it has been sent out to your guests. It is possible that we may show little parts of your stationery on social media before this but any personal details such as addresses or phone numbers will be removed from shot. If you don’t want your stationery shown at all on these platforms then please let us know.

 

 

Payment

How do we pay?

Bank transfer is the quickest and most efficient way of paying, You can either order straight from our website or we invoice you for personalised or bespoke orders

When do we pay?

Once we have agreed on your order you will receive an invoice from us which includes a breakdown of your order, terms and conditions and FAQ help sheet. Any orders amounting to £100 or less will need to be paid for in full and for orders over £100 we ask that 50% of your invoice is paid as a deposit before any work begins. The rest of the balance (with the exception of ‘Save the Date’ postcards) will need to be paid before any of your order is sent off to print. 

 

Printing & Proofs

I have received my proofs but would like to make some changes, is this possible?

Yes of course! It is likely you may want to make few little changes. Let us know as soon as you can and we’ll send you a second proof with amendments. Please note there is a £5 charge for each proof issued after the first proof.

What do I need to check on my proofs?

The most important parts to check are that all the information is correct and there are no spelling mistakes. This is also a good opportunity to check you are fully happy with any colour changes that we have made. Once you have approved your proofs we are no longer responsible should there be any spelling errors or typos.

I’ve already approved my proof but I think I want to make a change, can this be done?

Once you have approved your proof we will be sending it off to print as soon as possible. Therefore it is unlikely you will be able to make any changes.

Who does the printing?

All printing is sent away and done professionally by a printer that we know and trust.

Can you send us printed proofs so we can check the colours?

We do not send printed proofs, this is because it is very expensive for our printer to set up a single print run. You are welcome to print out the proofs we send you yourself and when checking the proofs digitally we recommend viewing them on a computer screen/laptop instead of a phone or tablet. This is to ensure you are getting the closest possible colour representation but unfortunately it is impossible for us to guarantee that the colours will be exactly as seen on screen.

We’re unsure about the bespoke designs you’ve sent us, can we have another done?

We will try our hardest to produce two designs that we are sure you’re going to love so any additional designs produced will be charged at a fixed rate.

 

Postage

When will we receive our order?

As soon as we receive an order from the printers we will inspect it before packaging it up and sending it to you as quickly as possible. All items are posted via courier or Royal Mail tracked

How much is postage?

Postage ranges from £1.95 to £8.95 per package depending on the size of your order. Please be aware that this is per individual package and not per order, many orders will have multiple packages. All parcels are sent either via courier or Royal Mail.

Can we return an item if we change our mind?

Unfortunately you will not be able to return any items, this is because all of your items will be personalised for you and your wedding day.

We’ve received our invitations and noticed a mistake, can you fix it?

Any changes made to an order after the proofs have been signed off will incur a charge and additional printing costs.

 

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Terms and Conditions 

 

Please see below my Terms and Conditions. By making a deposit payment and accepting work to start you are accepting these terms. 

Proofs

You will be sent PDF proofs throughout the design process for you to check wording, layout and spelling. It is your responsibility to make sure that the wording is exactly as you want it and that there are no spelling mistakes etc. Rose and Willow will not be held responsible for any spelling mistakes. Printing will not commence until I have received written sign off from you. By signing off on the final proof you accept responsibility for the information, wording and layout as shown. If errors are discovered after proof approval you will be charged for the time to rework and reprint. Please note that the longer your proofing rounds take the longer your completion date will be pushed back. I estimate the completion time of each order based on my workflow at that time. If proofs or information is not turned around in a timely fashion then your order may be subject to interruption from other orders. The first proof for each design is free of charge, after the first proof there is a £5 charge per proof. If you decide you wish to change your design after the first proof has been issued a £35 per hour fee for new designs will apply.

Copyright

Rose and Willow holds copyright for all designs and you, or any third party, can not copy or reproduce any of my designs from the PDF proofs sent to you. Any improper use of the stationery and designs will be pursued. 

Cancellations

In the event of an order being cancelled by yourselves Rose and Willow will not refund any money once the work has commenced on your order. In the unlikely event of the order being cancelled by me then you will be given a full refund. 

Printing Variations

Please note that samples and proofs may not exactly match the finished product due to variations in the print production process. Printing can result in small variations. Minor differences in texture, colour, size and positioning can sometimes occur and are not classed as a fault. Please be aware that colours appear differently on screen as to printing and we advise that you print all your proofs prior to approving them however colours printed on your home printer are not an accurate representation to those printed by a professional printer and we do not guarantee an exact match.

Delivery

I use Royal Mail Special Delivery or Parcelforce which are tracked and insured for delivering all orders. Items will need to be signed for so please make sure that there is someone at your supplied address. Those that are overweight due to the materials used (ie seaglass, tiles etc) will incur an extra charge. Collection is welcome if you are local but must be pre arranged. Rose and Willow accepts no responsibility for items lost in the post or delayed due to postal strikes or circumstances out of our control. We are happy to send goods Internationally and will source the best form of postage for these jobs. Please note that goods posted outside the UK may be subject to local custom charges. Rose and Willow accepts no responsibility for delays in shipping or duty charges.

Deposits and Payment

50% deposit must be paid upon booking and before any work commences on all orders. The remaining 50% is due before printing or for calligraphy only jobs on completion before shipping. Bank transfers are preferable but other forms of payment can be discussed. All charges will be paid via invoice. All payments must be paid within 30 days of invoicing. Billing will reflect the actual costs incurred and any client requested changes will be billed additionally. I will advise you of any price changes and your remaining invoice will be adjusted. If there are any adjustments such as actual number of envelopes addressed your final invoice will be adjusted. If the number changes and supplies have already been ordered by us then you may be subject to extra costs for getting more supplies ordered. It is advisable to order extra to allow for these changes.  

Addresses and Information

Please make sure all information provided is correct. All guest information for stationery must be provided correctly. Oh Wonder does not accept any responsibility for spelling mistakes or wrong information that you have provided. If a rewrite is needed then this will be charged on your final invoice along with a £20 set up fee.

Address Lists

Please layout your address lists as the example sent to you. This helps me centre and layout the envelopes as perfectly as we can. Any time spent reformatting your addresses will be charged at an hourly rate. Please triple check all spelling and etiquette. 

Extra Materials

If we are handwriting items for you whether it be place settings or envelopes then we ask that you provide 20% extra materials. I am only human and unfortunately mistakes do happen. With printing we suggest ordering more rather than less than you need incase of unforseen circumstances. Reprints will incur a minimum charge and set up fee.  

Organic Items

I love to do calligraphy on whatever I can. If you want to use leaves, shells, wood or any other organic matter you can think of on your wedding day then we would love to do calligraphy on it. If you are providing these items then they must be provided to me cleaned and ready to write on. 

Calligraphy and the Post

We are not responsible for any invitations and envelopes that do not make it to their intended address. Please check your address list carefully to fully ensure that all addresses are correct to minimize the chance of this happening.

Guest Lists and On The Day Details

It is your responsibility to provide your guest lists and all on the day details by the deadline given to you (usually 6 weeks before your event date) if for some reason you cannot meet that deadline then please discuss an alternative deadline with me, this may incur a rush charge. Any information provided late will incur a rush charge and potentially push the delivery day. Any changes made after your job has been completed will incur a £20 set up fee.

Trello

I use the online organisation system Trello to organise my clients and workload. You will be invited to a private board with me where all correspondance and uploads will take place. This is a central hub that we can both use to find all previous information and files. All information on the board is confidential. 

Data Protection

All information collected from you is confidential and will only be seen by the Rose and Willow team and our printing partners if necessary. We will only ever ask you for the information we need for your order and shipping. Your information and data will be deleted by Rose and Willow 90 days after the final job completes. This includes any address, guest lists and wording for your stationery and your trello board. All emails will be deleted within 12 months of the final job completing. Invoices will be kept for 7 years as per tax regulations.

Samples

Rose and Willow reserves the right to use samples of your stationery for photographs, portfolio and marketing purposes. This includes photographing and using them on social media and website, including them in sample packs and displaying them at wedding fairs and events. If you do not want us to use your samples for future marketing then please let us know.