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Questions And Answers |
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If you need any assistance or have questions regarding your order or our products, you can contact us on 61 2 9398 7232 Monday to Friday 09:00 - 17:00 AEST (GMT+10) or info@illumedesign.com.au
PAYMENT:
Q: What forms of payment do you accept?
A: We currently accept credit card payments (Visa and Mastercard only), cheque, money order and direct deposit payment.
Q: How do I order if I don’t have a credit card?
A: You can pay by money order, cheque or direct deposit. Just follow the internet ordering process, when you click the ‘Checkout’ button, here you will need to fill out your details and select your method of payment. All cheques and money orders are to be made payable to Illume Design and will need to be posted to:
PO Box 221, Coogee, NSW, 2034, Australia, with your name and order number, within 10 days of placing an order.
Q: Will my details be secure?
A: Illume Design is committed to protecting the privacy of our customers by providing a secure and safe shopping experience. Illume Design undertakes to not disclose your personal details, under any circumstances.
Q: Will my credit card details be secure?
A: Yes, all credit card transactions are totally secure and every measure is taken to protect your credit card details at all times.
DELIVERY:
Q: How much does delivery cost?
A: Delivery is free any where in Australia for all orders. Delivery is free for samples within Australia when you purchase the required minimum of $10 worth of samples. Delivery takes approximately 10-20 working days for custom orders and 5 working days for samples. Please contact us for delivery cost for international orders.
Q: How long does delivery take?
A: Please allow 10-20 working days, from the day you approve your 'PDF proof.' If you need your products earlier please contact us for an alternative arrangements. Should you have any questions about the status of your order, please feel free to contact us on info@illumedesign.com.au. Please contact us for delivery duration for international orders.
Q: What happens if I am not home when my order is delivered?
A: Your order will be delivered to your nominated address by Registered Post where your signature will be required to confirm that you have received your order. If no one is home at time of delivery you will be left with a card, advising you that your order can be picked up from the nearest post office. If you know you will not be home at time of delivery it is advised to provide a work address. Sample orders will be delivered by regular Australia Post. International orders will be delivered by courier.
Q: What happens if the goods are damaged during delivery?
A: Your order should arrive to you of highest quality, if your order is damaged during delivery we will replace it at no additional cost.
Q: Can you deliver my order to someone else as a gift?
A: Yes, just fill out the delivery details, in the order form.
PRODUCT:
Q: Do you have a showroom?
A: Our on-line website is our showroom. All of our products are available on-line. If you would like to view first hand the colour and quality of our products you can order a sample. Delivery is free for samples within Australia when you purchase the required minimum of $10 worth of samples. Please contact us for delivery cost for international orders.
More info on samples
Q: Does the price include the printing of each of my guest’s name/s on my invitations?
A: All products come printed personalised with host names and event details. For an extra 60c per product we can print each of your guest name/s. All you need to do is fill out the Invite Spreadsheet and email it back to us. This will need to be downloaded by simply clicking on the Invite Spreadsheet, or alternatively you can download from the Information-personalisation window. More info
Q: What will my invitations look like if I do not get each of the guest’s name/s printed on each product?
A: If you do not request to have your guest names printed by us. They will be printed with a blank line for you to hand write them yourself. It is recommended to order at least 5-10 spare invitations to allow for mistakes. You can also choose to write your invitation text without any space for guest’s names.
Q: Should I use a special pen to write the guest’s name/s on my invitations?
A: We recommend you use a permanent ink based pen so the ink will not bleed. Always test the pen first.
Q: Can you print each of my guest’s names/s and address on each envelope?
A: Yes, for an extra 60c per envelope we can address each envelope with your guest’s name/s and details. All you need to do is fill out the Envelope Spreadsheet and email it back to us. This will need to be downloaded by simply clicking on the Envelope Spreadsheet, or alternatively you can download from the Information-personalisation window. More info
Q: If I like one of your wedding invitations, can I use it as an engagement invitation instead?
A: Absolutely, all of our design can be used across other events.
Q: Can I change the colour of an invite?
A: We do re-colour invitations if you have a certain colour in mind. This does incur an additional fee. Feel free to contact us to discuss your specific requirements. More info
Q: Do I receive a PDF proof before my stationery is printed?
A: Yes, nothing goes to print without your approval.
Q: How are your designs printed?
A: All of our unique stationery is designed and created by highly experienced designers using the highest quality materials and the latest technology in printing equipment. Our products are developed and individually produced here in Australia, rather than being mass-produced, therefore our product range is of a very high standard.
ORDERING:
Q: Do you have a minimum order?
A: Due to the amount of time involved in personalising stationery, there is a minimum order quantity of 10. However a minimum purchase of $20.00 is required (This excludes samples).
Q: Can I order additional invitations, after I have received my order?
A: Our minimum print run is 10, but if you find you have fallen short, we can print additional invitations. For an extra setup charge of $9.00 plus the regular cost of each product.
Q: How much time should I allow before my wedding date, to order invitations?
A: To allow guests enough time to reply, invitations should be sent out 8 weeks prior to your wedding date. Orders should also be placed at least 1-2 months prior to your invitation send date.
Q: Can I cancel an order?
A: Given the nature of our product, personalised and/or customised orders can not be cancelled.
Q: What is your refund policy?
A: Given the nature of our product, which is personalised and/or customised, refunds cannot be offered, therefore chose carefully. For all orders, we will email you a final 'PDF proof' for you to approve, before we print your stationery. If we have made an unlikely error with your order, we will be happy to replace it at no additional cost. Errors made by the customer that require re-printing of stationery will be processed and re-printed with a 20% reduction to the original cost. |
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