Your files will be available to download once payment is confirmed.
The time I need to prepare an order for shipping varies. For details, see individual items.
Buyers are responsible for any customs and import taxes that may apply. I'm not responsible for delays due to customs.
Just contact me within: 7 days of delivery
Ship items back to me within: 14 days of delivery
But please contact me if you have any problems with your order.
Because of the nature of these items, unless they arrive damaged or defective, I can't accept returns for:
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.
To place an order, find the listing (page) with your chosen design. To the left of the picture select from the options in the drop-down boxes; e.g. 'Package Type' and 'Quantity Required'. This will show you the different prices for the packages available and the prices of the different quantities available. E.g. Package Type: '4 page passport + liners', Quantity Required: 30.
Then press 'Add to cart'.
Other add on items such as RSVP cards and maps can be found in the rest of the shop.
Most customised orders are completed in 3 weeks or less however at busy times of year orders can take slightly longer. The length of time to complete an order is also dependant on how complex your order is. Large orders or orders with a lot of finishing (e.g. envelope liners) can take longer.
If you do not provide final information and text this will delay your order. Customers are responsible for providing their information in a timely manner; Paper Willow cannot be held accountable for delays caused by text/ information delays.
If you are in a huge hurry to get your stationery please select 'Rush My Order' at the checkout. This will make you a priority order. In most cases 'Rush My Order' orders are completed in under a week.
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 £35 per hour.
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 £35 per picture.
Please note that where a design includes a map 2 drawn pictures are included within the cost. The paper pull-out maps include the drawing of 3 new pictures within the cost.
Just ask if you're not sure! We can usually accommodate all requests.
Samples are available to buy in the sample section of the 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.
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.
Usually yes. If you look in the drop-down boxes on the right under 'Quantity Required' you will see the prices of the different quantities. The prices get cheaper the more you buy because the cost of design time and print setup are spread across more items.
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.