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. Each section has been divided up into sub-headings to make it quicker and easier to find the answer you require. |
Is there a Sample Service available? When should I place my stationery order? Can my stationery order be split up? Can we offer an express service? Is there a minimum order? Proof and Confirmation of order What about payment and Deposits? What about Cancellations and Refunds? Liability and Data Protection.
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How do I place an order? Q) How do I go about placing my order? A) You simply brouse through our many designs, order any samples you may require, order directly off our website or fill out our full order sheet, receive a proof, sign / date and return, commencement of order will then take place. Q) How can I get an order form? A) You can download an order form, pick up an order form from our next wedding fair or we can attach one to an e-mail address for you. (details of wedding fayres will always be given on our website). Q) What do I do once I have filled out my order form? A) When you are sure you have completed your order form, return it to the following address: Silver Birch Designs, 17 The Dene, Medomsley, Co. Durham. DH8 6PS. Remember though...you can order directly off the website for ease...we can still send you an order form to ensure you have all of the details you need to place your order. |
Is there a Sample Service available? Q) Can I order samples? A) Yes, we can offer a sample service, however, we are unable to personalise at this stage. Q) Is there a charge for samples? A) Yes, there is a charge for this service as all samples have been handmade to order. Q) How much do samples cost? A) Crystal Collection = £1.00 Silver Collection = £1.75 Gold Collection = £2.75 Platinum Collection = £3.75 Plus 80p Postage Costs per sample, or depending on quantity ordered if done via website online payment method. Q) How do I order my samples and where do I send my cheque to? A) You can order and pay for samples on our website using the link in the column to the left OR fill out a sample request card (available at our wedding fair/or download from the website). If you are not paying via our website please send your cheque to: Silver Birch Designs, 17 The Dene, Medomsley, Co. Durham. DH8 6PS. Payable to J Noble. 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. |
When should I place my Stationery order? 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. |
What about R.S.V.P's? 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. |
Can my Stationery order be split up? 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). |
Can we offer an Express Service? 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. |
Is there a minimum order? 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! |
Proof and Confirmation of Order 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 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. One of each item ordered will be sent for you to sign and date (with the exclusion of table plans). However, as all stationery is handmade the design may vary slightly. This will be kept to a minimum. |
What about delivery? 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. Q) How much will delivery cost? A) Postage costs will be charged using online payment method depending on quantity ordered or at £10.00 per order via order form, within mainland UK. Excluding table plans, as priced individually. All orders over £300 we will pay the postage costs for the delivery of your stationery order (excl. table plans). |
What about Payments and Deposits? Q)Can I order and pay online? A) Yes, you can order and pay online in full (for all items ordered), or you can wait for an order form and pay a deposit, it is up to you. Q) Do you require a deposit? A) A deposit is required when placing your order which is non-refundable. 50% is payable of the total to secure your order. The remaining 50% outstanding is due when we receive your signed proof (following any adjustments, if necessary). 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. |
What about Cancellations and Refunds? 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. 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. |
Liability and Data Protection 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. Q) Can I simply copy / recreate your designs? A) All artwork and designs belong to and remain the property of Silver Birch Designs. |