Frequently Asked Questions
Our pre-designed Studio Collections are described as semi-custom. This means that whilst the core design must stay the same, there are a few things that can be altered to suit your celebration. This includes using your own wording of course, as well as your choice of print method, ink colours (where appropriate) and sometimes a change of paper stock.
What does semi-custom mean? What features can we change?
We don't like rushing things, so the sooner the better. Even if you don't need your stationery for a while yet, we can pre-book you into our production schedule for your order to be crafted further down the line.
When should we get in touch?
Ultimately this is down to you and your requirements. If you need a little help deciding, our stationery guide may be of help to you. If you'd like any further information, just ask.
What stationery pieces do we need?
Absolutely. The need for on-the-day items tends to vary a lot from one order to the next. Let us know what you have in mind and we'll go from there. We handle our on-the-day stationery orders separately to pre-wedding stationery (invitations etc) orders through our split order process; more detail can be found in our full order process further below.
Can you produce on-the-day items that match your invitations?
Currently we only produce orders for UK customers. Sorry!
Where do you ship?
Postage and packaging costs are calculated based on the size and weight of your order and will be detailed on your balance invoice.
What are your delivery charges?
Yes we can. Please let us know during the order process if you would like this service, and the additional charge will be added to your balance invoice. If we stuff your envelopes as part of your assembly then we usually won't seal them; we think it's important that you can check them if you need to without tearing the envelope open.
Can you assemble our order for us?
Of course. Our sample packs are available to order over on our Etsy with free delivery. If, after receiving a sample pack you decide to go ahead and book your stationery with us, then we'll refund the cost of the sample pack against your order total.
Can I order some samples?
OUR TERMS & ORDER PROCESS
We absolutely love receiving your messages on our social media accounts and we love chatting and getting to know you. Sometimes it can be difficult to keep track of those messages but we do try to respond as quickly as we can. When you're ready to place an enquiry for a full quote we ask that you drop us an email.
We also suggest that you order our Sample Pack so that you can see our invitations. The cost of the sample pack will be deducted from any confirmed orders.
The low down on our general terms & condition and ordering process if you'd like more information on how we work. Sorry it can seem a lot to take in - but we want you to be 100% in the know and comfortable working with us! If you have any questions, please just ask and we'll be happy to clarify.
We offer a free, no-obligation consultation service. We think it's important to give you the chance to get to know us as a supplier, the services we can offer and chat all things weddings before you make any decisions so that you can place your order with confidence if you choose to do so. We're happy to hold a consultation with any of our potential clients but they're particularly useful for those seeking a Custom Design order. The consultation provides the opportunity to discuss your ideas and gives us a better understanding of how you visualise the overall look of your stationery. This makes our job of creating your design proposal so much easier when we already know what makes you smile!
If you're looking to purchase a Studio Collection a full consultation may not be necessary to cover your stationery requirements but please know that we're happy to chat - even if it's just to answer questions you may have - so please feel free to ask.
Due to current circumstances surrounding Covid-19 and Government restrictions, consultations are best held virtually through video chat. We're also happy to correspond through email or to chat over the phone.
Wedding invitations can often be ordered a year in advance whereas your on-the-day stationery cannot be completed until much nearer your wedding date. With this in mind, we handle both pre-wedding and on-the-day stationery as separate orders, and, as such, they're subject to individual quotes, deposits and payment schedules. We've found this the easiest way to process client orders.
Our Split Order Process
Once we have a better idea of your order requirements - either from your enquiry form, or as a result of a consultation or email correspondence - we will put together a quote for you. This quote will be based on your requirements at this early stage and any changes to your order during production will be represented on your final balance invoice. Quotes remain valid for 30 days.
If you would like both your pre-wedding stationery and on-the-day stationery quoted then they will be provided as separate quotes in line with our split order process.
If you're happy with your quote and would like to proceed with your order we require a 50% deposit. This deposit will be deducted from your balance invoice on successful completion of your order but, in the event of a cancellation, is non-refundable. Your deposit allows us to book your order into our production schedule so it can be designed, printed and despatched at the right time.
The remaining balance of your order will be billed at point of sign off; prior to print, assembly and dispatch. Postage and packaging will also be added to your balance at this point.
Should you wish to also pre-book us to complete your on-the-day wedding stationery at this early stage we will provide a separate quote and an additional 50% deposit of that quote amount will be required to secure your pre-booking. The exact requirements of your order can be altered and finalised closer to the time but securing your production slot ensures that we can keep time available to produce your on-the-day items in the weeks leading up to your wedding. This deposit will be deducted from your on-the-day stationery balance invoice, but in the event of a cancellation is non-refundable.
Of course, you might not need any on-the-day items from us. Or, you may want to hold off for a while until you're closer to your wedding date and have a clearer idea of what on-the-day items you need, and that's fine too. However, if you do decide further down the line that you need to order something from us, we'll do our best to accommodate your order but we cannot guarantee our availability or prices. So again, we advise not to leave your order to last minute!
Once we've received your deposit we'll be able to start working on your order; either immediately or in line with our agreed production dates if your booking has been made in advance.
For Studio Collection Orders, this means:
We'll ask you to send the wording needed for your stationery, (please take care of spelling and grammar - we use your text exactly as you send it!) and for you to choose your colours and any other elements relevant to your order. We'll then go to work at preparing your order for proofing. Once it's ready, you'll be sent a Design Proofing document which will contain your order artwork for you to review. Please take this opportunity to check everything is present and correct. If there's any changes you would like to make, drop us an email and we'll get back to work. If you're satisfied with everything and happy for us to print your order you'll be invoiced for the remaining balance of your order (less your deposit) and asked to confirm that you're happy to approve for print. Once your payment has cleared and we've received your approval, your order will be printed.
For Custom Orders, this means:
We will work on a design proposal for you based on the ideas we'll have discussed at the consultation. If we've discussed a few ideas we may narrow these down to a couple of different options. Sometimes we'll need to provide extra quotes for different options and print finishes so that you can compare them, weigh up your options and figure out the best way forward for you. Once your order has been decided and designed you'll be sent an Order Proofing document which will contain your order artwork for you to review. Please take this opportunity to check everything is present and correct. If there's any changes you would like to make, drop us an email and we'll get back to work. If you're satisfied with everything and happy for us to print your order you'll be invoiced for the remaining balance of your order (less your deposit) and asked to confirm that you're happy to approve for print. Once your payment has cleared and we've received your approval, your order will be printed.
Design & Production
We currently accept payment via BACS transfer.
Once your order has been printed, we'll pack your order safely and ready for delivery. Postage and packaging costs will have been accounted for on your balance invoice that was paid prior to printing. We deliver using Royal Mail Special Delivery service or courier services and a signature will be required on delivery. For clients who are reasonably local to our trading address we may hand deliver your order for a smaller delivery cost. Alternatively, you may collect your order from us - please arrange an appointment with us to do this so we can make sure we're available to greet you.
As standard, your order will arrive un-assembled; many of our previous couples have enjoyed the process of bundling their invitations together themselves. If you would like us to assemble your invitations let us know during the order process and we'll add this charge to your invoice.
Once you've received your order, the next steps are simple. Pop open the prosecco and enjoy your beautiful stationery! If you choose to share your stationery on social media we'd really appreciate it if you tag us so that we can enjoy your pictures and to help spread the word and support us as a small business.
If there's any problems with your order (and we really hope not!), please let us know as soon as possible upon receipt, and at latest within 48 hours. Any faults or damages raised in this time that are a fault of ours or one of our trusted print suppliers, will be amended by us as quickly as we can. Please remember that there may be slight variations between products due to varying print processes and the handcrafted finishing of some of our items; this is not classed as faulty.
Assembly & Delivery
We really hope once you've confirmed your order with us that you won't have reason to cancel. In the unfortunate event of any cancellation, your deposit is non-refundable. If an order is cancelled part-way through production, a charge will be added to cover the cost of any work carried out upto that time that exceeds the deposit paid. Due to the personalised nature of our products we are unable to reuse or resell your products and as such we do not provide refunds on orders that have been paid for and printed.
Cancellations, Refunds or Returns
All stationery designs may be used for future promotional purposes unless otherwise agreed. All care will be taken to hide your personal contact information such as email addresses, phone numbers and street addresses. Your names, wedding date and venue are likely to remain visible.
Please note that colours may vary from screen to screen and may appear differently printed. Colours will appear differently on different choices of paper stock.
Items such as hand-died silk ribbon, hand-assembled wax seals or any other product that requires hand finishing may vary due to their handmade nature. This is to be expected and is not deemed as faulty.
All designs are Copyright Dwynwen. All rights are reserved. Designs are not to be reproduced or resold by yourself or a third party. You, as the client, are responsible for ensuring that any material you want to include in your stationery does not breach any third party Copyright, and you indemnify Dwynwen against any action brought against us in the event of any such breach.
The product will be at your risk from the time of delivery. Ownership of products will only pass on to you upon receiving full payment of all sums due in respect of the products, including postage and packaging charges.
- Our products are not toys and small parts may prove hazardous to young children. We therefore state in all instances that our stationery and products should not be handled by children.
- We advise you take reasonable care when handling our products. Any embellishments or detailing should be viewed and treated as fragile.
- We advise you to refrain from exposing our products to direct sunlight for a prolonged period of time to avoid discolouration and warping.
Product Care & Liability
We will not be liable for any failure or delay in performing our obligations where that failure or delay results from any cause that is beyond our reasonable control. Such causes include, but are not limited to: power failure, internet service provider failure, strikes, lock-outs or other industrial action by third parties, riots and other civil unrest, fire, explosion, flood, storms, earthquakes, subsidence, acts of terrorism (threatened or actual), acts of war (declared, undeclared, threatened, actual or preparations for war), acts of Government, epidemic or other natural disaster, or any other event that is beyond our reasonable control.
If any event described under this clause occurs that is likely to adversely affect our performance of any of our obligations under these Terms and Conditions:
- We will inform you as soon as is reasonably possible;
- We will inform you once the event outside of our control is over and inform you of any updates to our service or your order as necessary;
- If the event outside of our control continues for an extended period of time we may postpone your order or cancel the contract and inform you of the cancellation in writing;
- If an event outside of our control continues for an extended period of time and you wish to postpone your order or cancel the contract, you may do so by informing us in writing;
- If the order is postponed under this clause, any and all sums you have paid to us; such as a booking deposit; will be carried over to the new, postponed dates of your order. If the contract is cancelled under this clause, we will endeavour to return a reasonable figure of any sums paid, minus the cost of work and services already undertaken prior to the event outside of our control.
Events Beyond Our Control (Force Majeure)
We reserve the right to terminate this Agreement with immediate effect if you are in breach of any of the Terms of the Agreement, or fail to make payment when due. We reserve the right to cancel an order at any time.