Frequently Asked Questions
and Process & Terms of Business.
In this section you should find the answers to all of your questions, from
'How to place an Order'...to 'What deposit do I pay?'
... and 'Can I cancel my order?'.
If after reading this section you still have unanswered questions, please feel free to contact us (e-mail / write / telephone) and we will help in anyway we can.
Q) How do I go about placing my order?
A) You simply browse through our many designs, order samples either online, email us or telephone. Samples are charged at invite price.
Once you have decided on your design a proof copy will be made for you to check/sign/date and return with your payment. Commencement of order will then take place.
Q) Can I order samples?
A) Yes, we can offer a sample service and there is a charge for this service as all samples have been handmade to order. Include a brief covering letter containing any special requests and contact details. Or e-mail, write or telephone and we will post you a sample request card.
Q) How much do samples cost?
A) Crystal Collection = £2.00 Silver Collection = £3.00
Gold Collection = £4.00 Platinum Collection = £5.00
Plus 1.25p Postage Cost, or depending on quantity ordered.
Q) What happens when I receive my proof?
A) It is your responsibility to check the accuracy of any proofs sent out to you, before confirming that you are happy and your acceptance is given for the order to go ahead. The proof must be signed and dated and returned to us. The quicker this is done the sooner your order will take place.
Q) How will I know you have received it?
A) On receipt of your signed proof a confirmation letter or email will be sent to you and we will proceed with producing your handmade stationery order as required.
Q) Will my stationery exactly match my signed proof?
A) Yes, so check it carefully. However, as all stationery is handmade the design may vary slightly. This will be kept to a minimum.
(Q) How do I receive my stationery order?
A) Orders will be delivered on a convenient day to you. A signature will be required upon delivery. For local client you can also have the option of collecting your orders free of charge from the studio.
Q) How much notice should I try and give?
A) Basically, the more notice the better it is for your guests, for you and for us. It is advisable and ideal to give at least 12 weeks notice before you want to post your stationery our to your guests. Most customers do not leave it any later than 6 weeks before wanting to post invites out to guests.
Q) Why do I need to give so much time?
A) This will allow time for you to order any samples, place your final order, sign and return proofs, and commencement of your order to take place.
Q) How long should I give my guests to reply?
A) Try to allow at least 4 weeks for your guests to reply. It is your responsibility to give yourself plenty of time to receive your final numbers.
Q) Should I state a date on my reply cards?
A) Waiting for replies can be very stressful, we advise to always have a date on your reply cards for when you would like them returned by.
Q) Is it possible to have certain stationery item sent out to me first?
A) We can split your order so you will receive you Save the Date and Invitations first. Save the Date cards can be sent out to you within 2 weeks of receiving your signed proof, to allow you to post them out A.S.A.P. (if required). Along with your Invitations, these items will give you a good idea of your final numbers. This could save you time and money when ordering your remaining stationery (place cards, menu's, order of service etc.). However, it is your responsibility to allow plenty of time for this.
Q) Can I give provisional numbers?
A) Yes, this is a good idea. You can give provisional numbers early on and alterations can be made after you have received your replies (again keep an eye on your time schedule).
Q) Is it possible to have my handmade stationery quickly?
A) Yes, we can offer an express service. This allows you to receive your full stationery order within 3 weeks of receiving your signed proof. This service is for those requiring their stationery urgently.
Q) Do you charge for this service?
A) This service will incur an additional charge. The additional charge of 25% will be added onto the total order placed. And...your order will be 100% payable on receipt of your order for express service, so do not forget to check if we can give you this service first.
Q) Can anybody have Express Service?
A) We reserve the right to withdraw this service. We will inform you on application if this applies to your order. As all items are handmade, we will not risk substandard work, of which we are sure you will appreciate.
Q) Do you have a minimum order quantity?
A) There is no minimum order for our stationery. We can cater for any sized wedding. Both the small and intimate and the large extravagent wedding.
Q) Should I only order exactly what I need?
A) It is advisable to order a few extras, particularly Evening Invitations and Thank you's for your priest, florist etc. There will always be somebody you have forgotten about! However, we are happy to produce the odd extra at a later stage if required.
Q) How much will delivery cost?
A) Postage costs will be charged depending on quantity ordered or at £10.00 per order, within mainland UK. Excluding table plans, as priced individually.
Orders are free to collect from the office for local clients.
Q)Can I order and pay online?
A) Yes, you can order and pay online in full (for all items ordered), or you can pay a deposit to book your production slot, it is up to you.
Q) Do you require a deposit?
A) A £50 deposit is required when placing your order which is non-refundable. This will secure your booking and your production slot. Full payment is required 6 weeks prior to your booking and the full amount is payable prior to order production. Your balance is 100% payable to commence with your full order and is non-refundable.
Q) What happens if my order is only for a small number of items?
A) If your order is less than £100 full payment will be required on placing your order, which is non-refundable. See Express Service details for particulars on this service.
Q) Can I cancel my order and will I still be charged?
A) Each item of stationery has been handmade, therefore, regrettably charges must be incurred by you on cancellation. Prior to signed proof your deposit will be lost. Following signed proof the whole costs are payable and are non-refundable. Silver Birch will however look at each order on an individual basis and help clients as much as they can.
Q) What happens if my stationery is damaged?
A) Once dispatched Silver Birch Designs will not accept responsibility for loss or damage during delivery. Damage must be reported within 5 days of delivery. We will try and help all we can if compensation is required from damage during transit via Special Delivery.
Q) Under no circumstances can I receive a refund from Silver Birch Designs?
A) In exceptional circumstances, refunds can be given at the discretion of Silver Birch Designs. However, this will greatly depend upon production stage. Refunds will not be given for items used or damaged, showing no faulty goods or workmanship to Silver Birch Designs. Fair wear and tear is not accepted as reason for refund.
Q) What about liability and pricing?
A) You should be aware that some of our products are not suitable for young children due to small parts. Care must also be taken to keep items away from fire and extreme heat. All prices shown are in UK pounds sterling and are inclusive of any VAT. Silver Birch Designs reserve the right to change any item and/or price with adequate notice given to it's customer.
Q) Will you pass any of my information onto any other organisations?
A) We will not disclose any personal information to third parties. On occasion we will use images of our work both online and promotional material. If you would prefer your items not to be used in this way just let us know.
Q) Can I simply copy / recreate your designs?
A) All artwork and designs belong to and remain the property of Silver Birch Designs. We trust that our clients will honour this and respect our designs.
