Please read our Terms and conditions which are applicable to all orders taken after 1st April 2015
1.1 Invitation and save the date samples can be ordered via the collection pages on our website. Bespoke samples can be requested via the contact form on the Bespoke page which you will be sent an invoice for. Bespoke samples are £15.00 each plus p&p.
1.2 We will design and produce a sample based on the personalised information you provide us with, so please provide us with as much information about your wedding style and themes as you can.
1.3 We aim to send samples out within 10 working days of your request. At busy times though it may take a little longer. However we may be able to provide you with a generic sample based on our collections or on previous work we have created more quickly if you prefer.
1.4 We will also be happy to create digital samples/proofs for your day stationery items which can be requested via email to [email protected].
2. Our Designs and Copyright
2.1 Our designs are created especially for you in accordance with your personal preferences. They are created by hand and this can sometimes lead to small variations in appearance from each other and from an original sample.
2.2 Please note we cannot accept an order to create products based on the copyright of other designers and we would ask you to respect the copyright we own in our own designs.
2.3 You are responsible for obtaining permission to use any third party copyright material that is incorporated into your stationery such as but not limited to icons, logos, poems songs, hymns etc, and you indemnify Sweetheart Stationery against any action brought against it.
3. Ordering and Production
3.1 If you are ready to proceed we will be very happy to accept your order. We recommend ordering well in advance but please note we can only reserve a production slot for you upon receipt of your deposit. We are often booked many months in advance.
3.2 Production of bespoke designs may take up to 12 weeks from the date of your order. Wedding day and reception stationery can be ordered separately to invitations but we would recommend booking a production slot for reception stationery early to reserve our availability. This will ensure your invitation and reception stationery are matched to one another. Wedding day and reception stationery will usually be dispatched approximately 7 days prior to your wedding date, this allows for any last minute changes to guest names etc.
3.3 Please ensure you have supplied us with additional information that may be required to produce your stationery, such as accommodation and gift information, guest names, table names, table plans etc at least 2 weeks prior to your production slot. Delays can result in the loss of your production slot in some circumstances as we cannot move the production slots of our other customers as a result of your delay.
3.4 We will provide you with a digital proof of your order prior to production. We must stress that you check these carefully for punctuation and spelling errors and missing information. While we are happy to advise on and will review your wording we require you to give your approval before production can start. Your approval should be sent by return email.
3.5 We always recommend that you consider ordering a small number of extra invitations to allow for that ‘extra’ guest that you really must invite. We endeavour to produce any additional invitations that are required after the original production slot as quickly as possible however we cannot always guarantee a quick turnaround.
3.6 We have no minimum order size.
3.7 Please ensure that you have double checked spellings of names that you enter online when purchasing personalised items.
3.8 Production of your order begins within 2 days of receipt so any changes must be emailed to us within 24 hours.
4. Fast Track Orders
4.1 All stationery orders that are accepted and have a required production slot within 3 weeks of acceptance will be treated as a Fast Track Order. This includes additional invitations required after an original production slot. Please note, Fast Track orders can only be accepted if we have a suitable slot in our diary to complete your order.
4.2 To cover additional costs an additional amount of 10% of your orders value, minimum £5, will be added to your invoice.
4.3 All Fast Track Orders must be paid in full before we can start work on your order.
5. International Orders
5.1 We are happy to receive enquiries from overseas customers.
5.2 International Orders will incur additional delivery charges. Please see below.
6. Postage and Packing
6.1 A charge of £15 for postage and packing will be added to your final stationery invoice.
6.2 A Saturday delivery will incur an additional £7 charge
6.3 Postage and packing for Mirrored table plans will be charged at £30.00. We can also provide local delivery or pick up for mirrors to prevent damage.
6.4 Your orders will be delivered by DPD Local or other reputable courier and you will be provided with tracking information. DPD Local will provide an hour delivery window on the day of delivery via SMS or email.
6.5 Postage and Packing for International orders will be quoted on request.
6.6 Postage and Packing for Samples are charged at £2.50 and is non refundable.
6.7 UK Orders placed online for personalised gifts are charged a flat rate fee of £9.99 for Standard Shipping (10 working days) and £10.99 for Express Shipping (3-4 days – orders to be placed before 1pm)
7. Damage, Errors and Returns
7.1 Your stationery and personalised gifts will be carefully packaged. If your order arrives and the packaging is visibly damaged upon receipt please note this when signing for your items. This and any other damage to your order must be reported to us by email within 24 hours of receipt.
7.2 We hope there are no errors in your order. If one has occurred and we are at fault you should email us immediately and we will correct this at our expense as soon as possible. If the error has been made by you we will have to invoice you for any additional costs. Please ensure you have spent time checking your proofs before submitting your approval.
7.3 We are sorry but we cannot accept the return for refund of any item that has been produced in accordance with the accepted order.
8.1 All monies paid at the point of cancellation are non refundable. But note, this rare eventuality may be covered by any wedding insurance you may have taken.
9.1 For Stationery orders we prefer to receive payment by Bank Transfer and our account details will be noted on your invoice, however we can also accept payment by Paypal. Please ensure you include your order reference with your payment instructions. Unfortunately at the present time we do not accept payment by credit card for stationery orders.
9.2 Your order will be accepted, and production slot booked, upon receipt of your deposit. This will be invoiced at 50% of your order total.
9.3 The final balance due must be paid three weeks prior to your production slot. We will send a reminder shortly before.
9.4 Fast Track Orders must be paid in full to secure your production slot.
9.5 Orders placed online for samples and personalised gifts will require payment in full via Bank Transfer, PayPal or Credit Card before we process your order.
10. Data Protection
10.1 We will never pass on the personal information you supply to us to a third party unless you expressly request us to do so.
10.2 We may use images of the stationery we have produced for you in our website, social media or in advertising features for our services. However we warrant that we will not use images that include your personal information.