Frequently Asked Questions |
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Below are some of the questions we are often asked about our wedding stationery designs. If you have a question that is not covered then do not hesitate to contact us.
1. Ordering Process
a) How to place an order ? b) I do not have all the wording for all the items I need ? c) I have changed my mind. What is your refund policy ? 2. Proofs and Wording.
a) Do you send proofs ? b) How long do proofs take ? c) What happens if I make a mistake when ordering ? d) Can you print my wedding invitations in a different language? e) Can I choose my own wording ? f ) Can I change the front of the card ? 3. Delivery
a) What are your delivery timescales ? 4. Pricing
a) How can I be sure I am getting a good price ? b) I have found the same invitations cheaper elsewhere, can you beat their price ? c) How much do you charge for delivery ? d) Do your prices include VAT ? e) VAT and Duty on International orders f) Do your invitations come with envelopes ? 5. Security
a) How secure is your payment process ? b) What will you do with my personal information ? 1. Ordering Process
Orders for all our designs can be placed online. We have tried to make our ordering process as intuitive as possible and you will have the option to choose options such as typeface and ink colour where applicable. We will always send a proof of any personalised wording so do not worry too much about the layout and exact wording when placing your order until you receive your first set of email proofs from us. Payment can be made online using secure our secure payment facility with Sagepay. You also have the option of paying by cheque if you prefer.
This is no problem and we offer you two options. You can either order the items that you have the wording for first (usually invitations or save the date cards) and then order the remaining items later. Alternatively, you can place your order for all the items you require and supply the wording for other items at a later date. The second option has the advantage that you pay only one delivery charge (we will not charge you extra for multiple deliveries). It may also help you qualify for a discount that applies when reaching a minimum total order spend. The items that have not shipped will show against your account online and you have an upload facility within your account area to supply the wording when it is available. It is usual for us to ship Orders of Service and reception items such as menus, table plans, and table names in a second delivery.
You can cancel your order at any point up until proof approval and we will provide a full refund. Olivia Samuel is proud of its reputation. We try our hardest to provide the very best service and the very best product. We are always concerned that customers are happy with the product supplied which is why we invite all our customers for feedback after their order has shipped. If a customer is unhappy with their order then we will do everything in our power to remedy the situation by either reprinting the product or replacing with a different product. We do encourage customers to request a sample of their chosen invitation before they order so they can familiarise themselves with the quality.
2. Proofs
Yes, we send proofs for anything that has personalised wording. We have a thorough proofing proofing process by email and you will always have the opportunity to see what your finished stationery will look like in an accurate pdf that will show your chosen typeface, layout and ink colour etc. You will have the opportunity to amend the proof until you are happy to give your approval. All proofs and proof amendments are free of charge and we will only ever send your stationery to print after you have given your approval. Please do check your proofs very very carefully as our printers do produce printing plates very quickly once approval has been given and it often too late to make any corrections after the order is in production.
Because we supply wedding stationery from a number of different suppliers proof turnaround does vary. We detail the proof timing against each of our product ranges.
Because we proof all personalised items before production then do not worry if you notice a mistake in your order confirmation email after you have ordered. The important stage to concentrate on is the proofing and we will only ever send your order to production after you have approved your final proofs.
Yes, this is no problem. There are a number of options here. If you wish all the wording to be in a different language then simply provide us with the translated text and we will proof accordingly. Sometimes special accents and characters do not transmit properly when entering your wording online so you may choose to select the option to upload the wording after you have ordered. From within your account area you can then upload your wording as Word Document, PDF or image file.
If you require both English and another language then you can either choose to have both the English wording and the translated wording printed in the same invitation. This is usually only possible if you have chosen a design that has a folded insert so there is enough room to have the English wording on one page and the translated text on the facing page. If you require a different language in only some of your cards then this is treated as two different items. Add the same item to your cart twice and personalise them online with different wording. Absolutely, you can have any wording you like personalised inside your cards. We provide some suggested wording for you but the decision in what to have is entirely up to you. Sometimes people even adapt different items for different uses. For example, they may order a Reply Card but use it to print as an information card with venue directions etc.
It is not usually possible to change the front of our cards. If there is an exception then this is expressly mentioned in the product description on our site. It is usually only cards that have customer photos on the front or monograms etc that can be front personalised.
3. Delivery
All the delivery times are shown against their range along with the optional express services where applicable. We are a small family business and will always endeavour to ship your order as soon as possible.
4. Pricing
We have over 10 years experience in supplying wedding stationery and we have forged very close relationships with the leading suppliers. Our buying power means that we can always stay among the most competitive wedding invitation suppliers on the net. Our streamlined order process means that we are very efficient at processing samples, administering proofs and dealing with orders swiftly and precisely. We pass these savings on to you the customer. Most of our orders come through recommendation and the positive reviews we receive.
If you do find the same invitations cheaper elsewhere then we would love to hear about it. Please contact us and let us know where you have find them cheaper and we will see what we can do ?
We ship samples free of charge (up to a quantity of 20) anywhere in the UK. All other orders are charged at a flat rate of £3.95 regardless of value or quantity. As mentioned above we will also, where appropriate, split your order free of charge so that you receive important time sensitive items such as Save the Date cards, Invitations and Reply Cards first. Overseas deliveries depend on the country of destination and the quantity of items ordered. Overseas rates are shown during the checkout process.
Yes, all our pricing includes VAT where applicable at 20%
All prices quoted on our website include VAT (Value Added Tax) at 20%. If you choose a delivery destination outside of the EU (e.g. USA, Japan, Australia, etc) you will NOT pay this tax and we will deduct VAT from the price of your order at the final stage of checkout.Orders delivered to locations within the European Union (EU) will be charged VAT at the standard rate (except Channel Islands and Switzerland).
Yes, quality matching envelopes are included with all our invitations, reply cards and thank you cards. Reply cards also have the invitors address overprinted free of charge. The Pure range is supplied with postal boxes in place of envelopes to protect the delicate details.
5. Security
We take website security very seriously. We have teamed up with the Sagepay to process our online payments. This means that at the end of the checkout process you are transferred to a secure payment server operated by Sagepay where you can enter your payment information. A successful transaction returns you to our site where your order is processed. This means that we do not see or store your payment information anywhere. We also incorporate Verified by Visa and Mastercard Securecode for enhanced security.
You also have the option of paying by Cheque. Under no circumstances we will share your information with any third party other than for the sole purpose of processing your order. Your email address will only be used to send you your proofs and updates about the progress of your order with us. If you have signed up to our newsletter then you may also receive occasional newsletters with special offers and promotions but you can unsubscribe at any time. For my information about how we protect your personal details please read our Privacy Statement.
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