FAQs

Our Terms & Conditions

T&Cs

Wedding save the dates, Invitations, on the day stationery only

Once the artwork is approved we anticipate your order to take up to 2-3 weeks to create. Be mindful of this when setting and finalising your RSVP date. Our completion deadline is for production and NOT for delivery. Delivery can take a further day or two. This is just an estimated final deadline for completion and is subject to change. Your order could be with you much sooner than this and if you have paid for tracked shipping you will be notified with a tracking number.

We have a 24hr cancellation policy and after this, the required stock is ordered in. We create everything bespoke and made-to-order so any changes to stock will incur a fee to cover the cost of any changes.

You will receive a PDF to approve within a week of ordering. By agreeing to this summary sheet you are 1) approving artwork fully (including spelling and colour choices) and 2) acknowledging our lead times. Once approved by written email, the items will be printed as per your PDF.

No refunds or reprints will be given once we have approval unless we have printed differently to that that has been approved. Your approval email will be our written evidence. For orders where we have printed differently to that agreed on the final summary sheet, only the wrongly printed element will be refunded or reprinted and not the whole order. If a wrong print colour has been used, in this instance the full order would be reprinted only. For example the wrong time / date has been printed on the invitation card, the information card only would be reprinted or refunded. We take zero responsibility for any missed information or wording mistakes after you have approved your PDF.

Should any details or wording need to be changed once the summary sheet has been approved and agreed to after the order is printed, an additional cost will incur for the element only that needs altering. For example the time / date has changed on the invitation card, the invitation card only would be reprinted.

As we outsource materials, be aware suppliers may change their stock from time to time (in rare circumstances) an over arching colour term may differ slightly from any samples sent out. Check with us if your sample was ordered more than 3 months before placing a large order.

Colours may differ from that shown on screen, we cannot be held responsible for colour discrepancies. This applies to examples of card colours on our colour charts as well as photo examples on our website for our examples of text.

Orders will be sent via tracked courier or tracked Royal Mail for bulk orders only. You will receive a tracking/reference code when shipped.

We reserve the right to terminate your order at any time with a view to refunding the full amount should any issues arise between the client and designers. Lead times are an estimate and are subject to change or be delayed particularly at extremely busy times of the year. We do not tolerant rude and abusive behaviour and reserve the right to terminate your full order if this behaviour is received.

From time to time, we will share our hard work using our own photography of our products. We understand wedding details are sensitive and do blur out any full names/numbers unless the client has sent images or given permission otherwise. Within this summary, you are agreeing to us sharing our work via social media. Images will be shared after production and the client has received the items. Please contact us prior to production if you wish for your stationery to stay offline.

We do not accept cancellations now that we have started your order and hereby created artwork. In the unfortunate event that you need to cancel your order due to unforeseen circumstances, we have a cancellation period of 24 hours after approval, no refunds are permitted after this time.

In rare circumstances, if we encounter any unavoidable technical issues, you will be informed, however this may push timescales back as this is out of our control.

If you have any questions concerning this summary please don’t hesitate to contact us. Quotes are valid for 6 months but prices are subject to change after this period.

We understand that you may need your stationery much quicker than our lead times allow for, we will do our best to accommodate you where we can but be mindful that your order will enter a queue. If you haven’t done so already, please discuss this with us before we start to print your order. We do politely ask if you could not chase for your order if we are within our lead time as this causes further delays. We cannot control or be held responsible for any delays with couriers as this is out of our control. 

Thank you cards

Our thank you cards orders do not receive a digital PDF to approve. After receiving your order and photo, we will show 2-3 physical print outs of your photo on your chosen card stock.

We do not tamper with the photos that are received and once you approve your print out, we will print the full order from then.

All further terms apply to thank you cards as per the above.


Hen stationery & bridesmaid cards

No PDFs are available for our hen stationery (orders under 20). If your order includes items over 20, for example 20 itineraries, then a PDF will be sent for approval. 

All hen stationery will be printed with the wording that is received. Please check for spelling, appropriate line breaks and grammar as you will be charged for the product again if there are any errors on the product you’ve received. 

If we have reprinted wrongly or a printing error has occurred, we will fully refund the wrong items OR a reprint will be given.

Design & Ordering

How Does It Work?

1. Browse & Customise

Search for your stationery by style, colour or shape. Follow the add to cart steps to select customisations such as invite shape, print colour, font changes and any additional personalisation.

2. Time to Personalise

Use our wording templates as per the designs, or send your own tailored wording to us via our email hello@ivyandgold.co.uk

3. Print & Deliver

We will send a proof for orders over 20 after purchase (for wedding stationery and on the day items only). When you’ve approved your digital proof we then go to print using our top of the range, in-house printers. Every step in the print and finishing production process is carefully managed by our in-house team and quality checked prior to dispatch.

What Is Your Typical Turnaround?

Below are our processing times.

Bridesmaid Cards / Hen Itineraries: 2-6 Working Days

Single Invitations / Save The Dates / On the Day Stationery: 1-3 Weeks (Smaller Orders Are typically Quicker)

Pocketfolds / Gatefold Invitations: 1-3 Weeks.

Signage: 2-5 Days (Typically)

Once placing an order and sending through your information for your designs, you’ll receive a digital proof in around 48 working hours. (Does not apply to bridesmaid card / hen itineraries or orders under 20).

Rush jobs are available, please message for details.

When Should I Send My Save The Dates?

Once you've locked in your venue and secured your date, it's usually a good time to begin considering your save the dates. We recommend aiming for a window of 8 to 12 months, or even 12 to 18 months for destination weddings. Sending out a physical invitation serves as a wonderful reminder for your guests about your upcoming wedding date, and they can easily display it on their bulletin board or refrigerator as a keepsake!Item description

When Should I Send My Invitations?

Aim for a window of about 3 to 6 months prior to your wedding day, and if you're planning a destination wedding, consider extending it to 6 to 12 months. For guests attending destination weddings from afar, it's essential to account for travel and accommodation plans. The details card in your wedding package can serve as a valuable guide, offering insights into optimal hotel options, travel routes to your venue, and any additional information that could enhance their experience.

Are Physical Invites Still A Thing?

We 100% recommend opting for physical invitations when it comes to a significant life event like your wedding. Beyond adding a touch of uniqueness to the occasion, a physical invitation offers your guests a glimpse into the style, theme, and colors of the upcoming wedding. Additionally, having a tangible invitation tends to motivate your guests to respond promptly. Unlike a text or an email that might get overlooked, a beautiful invitation placed on your coffee table is a constant reminder. Nevertheless, if you prefer a digital alternative for sending invitations to your guests, we also provide digital options to choose from here.

Can I Personalise The Stationery?

Yes, all our printing is completely bespoke. We can print any wording of your choice to suit you. See our wording examples page to help you get started.

Photos & Wording

Once you’ve placed a full order, if you do not upload your files during the order process then send us an email hello@ivyandgold.co.uk with either your wording attached in a word document or typed directly into the reply. Please ensure you’ve checked all your spelling and grammar before sending it to us as we only format the wording, we don’t review all the details.

Please make sure any photos are high quality and not screen shots.

Will I See A Proof?

Yes. For orders over 20 (excluding hen & bridesmaid cards) we will send a PDF proof, typically within 48 working hours (excluding weekends and holidays)

By signing off the artwork in our email exchanges, you are:


1) approving all artwork fully (including all spelling, grammar, design and colour choices) any missed spelling or details we cannot take responsibility for after sign off and printing has been done


2) acknowledging our lead times


3) acknowledging our cancellation and refund policy


4) acknowledging delivery methods, times and understand that tracking codes are only given to orders that pay for tracking


5) our right to share our work online and unless told otherwise, we have your permission


6) artwork and production can not be changed once approval has been made.

For orders where we have printed differently to that agreed on email, only the wrongly printed element will be refunded or reprinted and not the whole order. If a wrong print colour has been used, in this instance the full order would be reprinted only. For example the wrong time / date has been printed (differently to that that has been signed off) on the information card, the information card only would be reprinted or refunded. We take zero responsibility for any missed information or wording mistakes on the clients part.

Should any details or wording need to be changed once the artwork has been approved and signed off, we start printing, unfortunately this would incur an additional cost for the element only that needs altering. For example the time / date has changed on the invitation card, we would charge for a reprint of the invite. As we outsource materials, be aware suppliers may change their stock from time to time (in rare circumstances) an over arching colour term may differ slightly from any samples sent out. Check with us if your sample was ordered more than 3 months before placing a large order. Colours will differ slightly from that shown on screen, we cannot be held responsible for colour discrepancies.

For orders where photos are used (except bridesmaid and hen ranges) we will now send across a photo of a print out of the photo before the whole order is printed.

Can You Provide A Quote Instead?

Yes, quotes are free of charge. Contact us and we will respond with a quote within 48 working hours.

Quotes are valid for 6 months only and prices are subject to change.

I've Seen Another Font I Prefer, Can I Use Thus Instead?

Yes, all listing are provided with a font chart for you to choose your favourite font from. You will then see this through a PDF file. Or if we don’t have it available, let us know prior to ordering the font name and we’ll see what we can do.

A Design I Prefer Isn't Available For The Product I Want, Can You Help?

Please message us prior to ordering if you’ve a design in mind, you want to merge designs together or a design you like is available on another item and we’ll send a tailored quote.

Do You Do Matching On The Day Stationery?

All our main collections come as full suites from save the dates right through to place cards.

Do You Have A Minimum Order Quantity?

No. We can do a single sample right through to hundreds of copies.

Do You Ship Outside The U.K?

Absolutely! We offer international shipping for all products, with the exception of large items like welcome signs and table plans. For these larger pieces, We can provide you with digital artwork that you can conveniently print in your local area.

Can I Print Stationery In Another Language?

Yes! We kindly request that you provide us with the wording that has already been translated.

Can You Print QR Codes?

Yes, we can include a QR code in your invitation design and print them. We just ask for the QR code to be sent to us in a suitable format. We will check the code is able to be scanned when printed.

I Need To Order More Invites, What Should I Do?

Order in the usual way, in the comments box at the checkout just tell us that it’s a repeat order. We hold all your wording on file so there is no need to send again (unless details have changed).

Can You Provide A Rush Job?

We understand that you may need your stationery much quicker than our lead times state. We will do our best to accommodate you where we can, but please be mindful that your order will enter a queue. If you haven’t done so already, please discuss with us before we start to print your order. We are not responsible for any mail / courier delays as we cannot control this. No refunds will be issued for delayed delivery.

I've Received My Sample, Can I Place An Order?

Of course, you can contact us directly to discuss placing your order if you are unsure. However, you will find the listings under the specific pages where you can state all of your requirements.

I Have Not Received My Sample, Can I Get A Refund?

Samples typically take 3-10 working days to dispatch. For samples not received or in rare circumstances take 3+ weeks to deliver due to stock, a 50% refund will be allocated, due to artwork setup.

I Bought My Save The Dates Somewhere Else, Are You Able To Try Match My Invitations?

We are more than happy to try our best at matching to your previous stationery to help make your stationery match.

I've Placed My Order But I Need To Cancel?

Once your order has been received you have 1 hour to cancel your order. A refund minus any stock deduction costs will be issued if you wish to cancel and the artwork has not been set up.

Do You Do Digital Versions Instead?

Yes we do. We are currently building our library of editable files. Please message if you prefer a digital version.

Type Of Card

Various papers and cardstocks are used for our stationery. Foiled items utilize a 350gsm satin white card stock or a variety of 350gsm coloured pearlised and matt cards. Printed ink items offer more options including more colours in slightly textured matt cardstock. If you have any questions we're always happy to talk through options, share photos. All our product images are mockups to give an idea of design, shape and colour, we strongly recommend seeing a sample first if you are unsure as any discrepancies after delivery, over cardstock or colour will not be refundable.

Delivery, Returns & Terms

I Received A Delivery Notification And The Parcel Still States 'Pre-Transit' Could You Advise?

Should you unfortunately encounter any disruptions to your delivery, please contact the courier service you have been notified of by us and use the tracking code to refer to your parcel.

Returns

Unfortunately due to all products being printed, handmade and personalised, We do not accept returns on products. Refunds or exchanges only apply to that where we have printed an item incorrectly.

How Are Items Sent?

All orders will be sent via the method the customer chooses. If you wish to upgrade your shipping, please do so when approving your order. All tracked orders will be sent via courier or Royal Mail. You will be notified with a tracking number once this is booked in and awaiting collection from us.

Canceling Your Order

We work with zero tolerance on rude or offensive behaviour and we reserve the right to terminate your order at any time with a view to refunding the full amount should any issues arise between the client and designers. Lead times are an estimate and are subject to change or be delayed particularly at extremely busy times of the year.

Social Media

From time to time, we will share our hard work using our own photography of our products. We understand wedding details are sensitive and do blur out any full names/numbers unless the client has sent images or given permission otherwise. Within this summary, you are agreeing to us sharing our work via social media. Images will be shared after production and the client has received the items. Please contact us prior to delivery if you wish for your stationery to remain offline.

We’d love to see you professional pictures and be able to share them. Please remember to ask your photographer to tag us or send them after your big day!

Communication

I've Sent You An Email & Not Received A Response, Help!

We aim to respond within 48hrs (business hours). If you have not heard from us within 48hrs, please forward your message again, sometimes emails can get lost in Spam folders etc. Please refrain from contacting over multiple social platforms i.e. Instagram (AND DO NOT SEEK OUT OUR PERSONAL ACCOUNTS). There are 2 of us working as hard as possible and will do our best to respond asap.

I've Sent An Email, But Your Out Of Office Says You Are On Holiday, What Now?

As there are two of us, sometimes we need a break. While we get that weddings are extremely stressful, please note that we are aware of every clients wedding date and production lead times. We kindly ask you to not chase us when you receive a holiday out of office. We really don’t like DM’s that start with I know you’re on holiday but… :(

Opening Times

Mon-Fri

10am-4:30pm

We are not open bank holidays and weekends (and will not be on emails)

Have More Questions? Send Us A Message.