Frequently Asked Questions
How long will it take?
Most orders take an average of 10-30 working days to complete and despatch from the customer completing the online form with their full and checked text and information.
Occasionally things happen out of our control (such as rare machine breakdown or illness) that can lengthen this time. This time does not include delivery times, and does not account for a customer delaying the approval of digital proofs or not supplying full and final text / information for their designs.
Delivery times given are estimates and can be longer due to customs
and other occurances that are out of our control.
Paper Willow cannot be responsible for delays caused by the customer.
Paper Willow cannot be responsible for delays caused by
delivery services or international border customs.
If you need your invitations very quickly please get in touch to discuss the turnaround time with us and we'll do our best to help you.
Custom and personalised orders
Apart from the pre-made packs of cards all designs can be personalised. In most cases all text can be changed and in many cases colours, pictures, layout etc can be personalised to suit you. Where considerable extra design time is required extra design charges will apply.
When you have placed an order you will be asked to complete an online form with all of your text and the information required to personalise the design. It is important to give correct information and any design changes at the start of the process.
How do I place an order?
Will I receive a proof (picture) of my stationery before it is made?
Yes. We don't make any customised stationery without your full and final approval.
Once we get your final text and information via the online form we will create your design and will send you a picture of it using Etsy messaging. This is your chance to carefully read through the text to check for errors. If you need changes we ask that you detail them in a message back to us. We will make the changes and will send you another picture for checking.
Please note, this service is for correcting things like spelling mistakes, missing words and inaccuracies it is not for re-writing large sections of text or complete re-workings of designs and layouts. Further design work is charged at £40 per hour on a 'pay-as-you-go' basis.
Can the pictures on the designs be changed for me?
Lots of our designs involve hand-drawn pictures (for example within the travel and woodland / festival designs. We have lots extra pictures of plants / animals objects that we've already drawn so in many cases we can change / replace pictures if we have them.
If you require a picture adding / changing that we don't already have they can usually be drawn specially for you at a cost of £50+ per picture.
Just ask if you're not sure! We can usually accommodate all requests.
Can I order a sample?
Yes. Samples can be purchased from the online shop.
Samples are an example invitation showing you how the design could look.
It's a chance to check the quality of the print and materials used.
Most people are happy to see a sample with example text. If you need to see a sample with your text and information please get in touch; it can be done but will be more expensive than a standard sample because the cost of the design time has to be included in the price.
Can you change a design to a different language?
Usually yes. There are some languages (eg Cyrillic) that are not fully supported by all of the fonts used. We might ask you to supply us with a section of text to test with your chosen design so that we can see whether all of the characters appear correctly in the fonts used. In many cases alternative fonts can be found.
Can I have a copy of my design to use on other things?
All designs that you see on the Paper Willow website and any designs we create for you are © Paper Willow and must not be copied or re-produced without permission. We do not permit customers to give Paper Willow designs to other companies to create matching items or to use Paper Willow graphics on websites or any other media. We sometimes get asked whether we can share venue painting files as keep-sakes. If you get in touch with us a few months after your wedding we will be happy to share bespoke venue painting files with you. These are for personal use only and must not be reproduced.
If you need matching stationery creating we can make almost anything; you just need to ask.
Are there discounts available for ordering larger amounts?
Please contact us if you are looking to place a very large order. Depending on the amount of work involved we may be able to offer discounts.
I placed an order for customised stationery or sent you a message.
When can I expect a response?
If you have placed an order you should have received a confirmation email with the links to the online forms where you can enter your text and information. Depending on how busy it is there may be a short wait of a few days to receive your proof.
Our normal working hours are Monday - Thursday 9am - 3pm UK time
which is when most messages will be dealt with.
We do not normally answer messages during the night or on weekends and UK bank holidays.
Please be patient if you do not receive a reply straight away; we are a small company working around a young family. We offer a high quality, very personalised service and we don't have a large team of people answering emails.
Can you create a design specially for me?
Yes we probably can. Please send us a message giving us as much detail as you can about the design you want including how sets you would be looking to order and whether you have a budget we would need to stick to. Generally with custom design we operate a 'pay-as-you-go' service of £40 per hour for design work. Most of our designs have required at least 10 hours of design work to set up.
When will my order arrive?
This depends on what your order is and whether you have selected tracked shipping at the checkout. All shipping times are estimates.
Ready made cards are usually sent with Royal Mail 2nd class unless you have upgraded to a tracked service. This is normally 3-5 days delivery following dispatch but can be longer especially at busy times of the year.
International orders are sent with a standard un-tracked service (unless you upgrade) and normally take 5-7 working days at normal times of year but can take longer. Paper Willow cannot be responsible for postal delays and delays caused by customs.
Larger customised orders are normally sent on a signed for service or with a courier depending on size. Tracking upgrades are available.