FAQs

Here are a selection of frequently asked questions covering all products and services available.

General

Why is pricing different on other platforms?
All our other shops that are NOT our website are subject to fees and mandatory marketing costs, as well as fees on shipping. Therefore on average pricing on these platforms will be up to 20% more than our website to cover the fees.

Our website is the cheapest platform to buy from.


Do you have a physical shop?

Currently we do not own a physical shop. We conduct all our business our of our residential address, including our consultations. We sell all our products online only.

Do you offer samples?
For our wedding invitations we do offer samples. These can be found on our samples page.


Can we personalise our samples?
All wedding samples are provided without personalisation and are not colour-customisable; we use materials that we have in stock for these. With this in mind we strongly recommend the ordering of a swatchbook along with your sample to see all available options. These options are available on our samples page.

Ordering

Is there a minimum order?
Yes. For invitations and stationery there is a minimum order of 20, aside from table numbers.

What are your lead times?
For our invitations and stationery, the typical turnaround time between ordering to dispatch is 2-3 weeks but this can fluctuate due to a number of factors:

- how long proofing takes - the back-and-forth process of creating items digitally. The longer you take to return details to us, the longer the lead time will be. 
- the size and complexity of the order - a number of elements are entirely handmade in our studio (pocketfolds, coloured envelopes, envelope liners, wax seals). If your order has a number of these elements and a lot of them, then it will take us a little longer to produce.
- when the order is placed - we order materials for customer orders every Sunday. If your order is placed with us on a Monday, this may mean your order takes a little longer than if your order is placed on a Saturday.
our current order book - we're a small team and things can get busy, especially during traditional seasons (January being a prime example). We will, however, always endeavour to dispatch within the 2-week post-signoff window.
- opening hours - we work Monday - Friday 8am - 6pm and Saturday 8am - 12pm (for telephone calls and consults only). We are closed on Sundays. We classify "working days" as Monday - Friday, therefore any timescale that stipulate 24-48 hours or 2-3 days for proofing will not include weekends.


I have left my order to the last minute and your lead times are too long; can you help?
We work on a first come first serve basis but if you need an order completing urgently then get in touch with us directly before placing any order. We reserve the right to cancel any order we have not previously agreed to fulfil at short notice.

Do you offer discounts?
Discounts are offered on a discretionary basis dependent upon order size and composition - please contact us.

I am on a budget; how can you help?
All our designs come with individually priced components which makes it easy to add or subtract elements so you can stay within budget. We will always offer advice on how to keep spend to a minimum if required.

Can I order more after if required?
As everything is ordered in upon the receipt of proofing sign-off, we rarely have leftover materials to create extras. Therefore, we cannot recommended strongly enough that clients include overages in their original order to prevent unnecessary charges for additional items. Please note we recommend a minimum of 10%-15% or an additional 10, whichever is larger. If more are still required, then a new order for the minimum of 20 will need to be placed and this cannot be discounted.

I’m not sure on what I want and all the options you offer, can I come and see you?
Yes. We offer consultations for anyone who wishes to pop in for a chat. You can book a consultation with us here. We are based in Worcester, UK. Given current social distancing guidelines we are also offering virtual consultations by phone or over Zoom. 

How do I pay?
If ordering via the website directly then we have a payment gateway set up at checkout so you can pay using a credit / debit card, or PayPal. If requesting a tailored quote, then this order is purchasable again through our website and use the same checkout as direct orders.

Do you take deposits?
We don't operate a booking system so deposits are never required. Simply place your order with us when you're looking to make a start.

Are envelopes included?
Yes. All full orders come with standard white or kraft envelopes. For some stationery items these can be upgraded to coloured envelopes for a fee. This option is available on any purchasable listing.

Do you have pricing on your website?
Yes. If you find the purchasable item you require and select the options you would like, a price will be given at the bottom of the page. You have complete control over how much each item will cost by using the options presented.

Will my evening invites be the same as my day invites?
No. Evening invites are provided as a 5” x 7” double sided card as standard. They come with no finishing options and include a plain white or kraft envelope only.

If you wish your evening invites to come in the same format as your day, or wish them to have finishing options or coloured envelopes then you will need to request a custom order via email: hello@ellebeedesign.co.uk

For luxury handmade evening invites do not match the style of invite but have he same decoration included.

Can I order invitations and day stationery together?
You can but we wouldn't tend to recommend it. The reason for this is that we don't operate a prior booking system; all orders are fulfilled quickly on a first-come, first-serve basis so isn't required.

However circumstances can change and this is the main reason we don't recommend doing so - as if you needed to reduce the number of place cards, for example, this would be exempt from being refunded in full.

This means you can also stagger finances by only paying for items when you need them, rather than up-front for everything.

Colour Customisation

Can you print any design in my colours?
Yes. For our printed ranges we can change text, borders and accents only to match a colour scheme with the majority of artwork not being customisable. We provide a colour chart in with our samples for you to see how our standard colours print. You can also choose from coloured pocketfolds, belly bands, envelopes, wax seals, stickers and envelope liners.

For our luxury ranges, certain materials can come in a choice of colours. If you wish to see these colour before ordering, swatches and samples sets can be purchased here. We strongly recommend you order swatches for the luxury ranges before ordering. For both printed and luxury we do not accept any responsibility for colours not matching, and therefore urge clients to order samples first.

Are there colour discrepancies?
Printed colours, and colour of physical materials such as ribbon etc are all subject to interpretation. We do not claim to match a colour perfectly and furthermore, what you see on your screen to what you see on a phone to what you see in a physical item will always differ. This extends to special finish items as well. We do not accept any responsibility for colour discrepancies and again urge all clients to order a sample first.


When choosing envelope colour will this include the RSVP envelope as well?
No. RSVP envelopes are included as white or kraft as standard. If you wish the RSVP envelope to be the same colour as your invite envelope you will need a custom order setting up to include coloured RSVP envelopes.

This option is not available with Luxury handmade.

Where can I find all the colour choices for the various material options?
On every listing purchasable via our website you will have several “infographic” images. These are tailored to include all the relevant choices for colour you can have for each relevant item.

If you have any questions regarding colours and choices please email us at hello@ellebeedesign.co.uk

Printing

How long does printing take?
For our printed ranges we aim to print your items within 2 weeks of your sign off. This is not two weeks from the date you place your order, but rather from the time you agree for us to print your stationery.

For our luxury ranges printing occurs right after sign off however, assembly of your invitations does not occur until the designated time slot that you have selected.

Can I swap to different materials once I have placed my order?
This can be done as long as we have not already ordered your materials. As above, we order materials on a weekly cycle, every Sunday. If the change you've requested comes before this point then we can make the adjustment for you - if not, extra charges will be incurred due to having to order more stock.

Additionally, it's possible that material changes can result in extra charges - for example changing from a standard cardstock to "Luxe".

Can I print on the back of items?
Yes. All items that do not require to be mounted can have reverse printing on them (such as menu choices for an RSVP card, for example). This is selectable on each product page where this is relevant.

Personalisation

What is included in the proofing process?
Once an order is paid, we request your proofs via email within 24 hours of the payment clearing. We then send you digital PDF files to review and suggest changes. You are given 3 proofing rounds; the initial one and then a further two sets of changes. If a third set of changes is required, this is chargeable at £20 per round.

Proofing includes;
All text for all items
Colour of text

Proofing does not include:
Guest names and addresses
Wax seal colour
Wax Seal Design (unless custom)
Cardstock choice and colour
Envelope colour

The proofing process for our Luxury Handmade includes invitations panels and inserts only.

Is artwork adjustable?
In most cases artwork is fixed and "sold as seen". This is because the files that we have the commercial licensing for are not adjustable either for technical, or licensing reasons. We would always recommend checking with us in advance if you have specific requirements.

Will I receive a physical proof of my invite?
No. Digital copies of your invites are sent only.
 
Can I change the wording?
Yes. We are very relaxed with wording and allow any wording to be used providing it fits. If it does not we will let you know and suggest changes and we have a number of options on our website as references.

Can I change the font?
We pair fonts with each design so that they match the style and the layout. Whilst you can swap fonts out, we do not recommend this and is subject to a £25 design change fee.

You do not have this option with the luxury collections.

Can I change the design, mid-way through proofing?
Yes. However, this is chargeable at £25 and will place your order to the back of our proofing queue so will delay your order. If you are unsure on a style you like, we recommended ordering more than one sample to make sure you are happy with the design you have chosen.

You do not have this option with the luxury collections.

Can I have multiple versions of one invite?
Yes. We do not charge for having more than one version of an item, providing all versions are ordered at the same time.

Can I have some printed in a different language?
Yes; as long as the font we’re using supports special characters in different alphabets so we’d recommend checking with us in advance. There is no additional charge for this. All details must be provided in the language required. We do not translate wording.

Can your invites be used for anything other than weddings?
Yes. Please specify their use upon checkout so we can alter the information template used.

Can I include my own artwork of third-party elements?
Yes, with a few caveats - that the image provided is usable in the context of the design chosen, that it is in the right format, of a high enough quality for printing and that you hold the rights to use the image.

I need to offer a menu choice, can this be included somehow?
Yes. We can print RSVP’s double sided to include this option.

Do you print guests’ names and addresses?
Yes. We offer RSVP envelopes printing, Guest name printing on Invites and guest address printing on envelopes. This will always match the design of the invites you have ordered.

Can I have my own wax seal?
Yes. We will design a wax seal for you using artwork reliably source and commercially obtained. This option is available on relevant product pages.

Assembly

Are the invitations assembled?
Partly! We do not tie ribbon / twine, fold vellum, adhere wax seals or stick belly bands.. These items are sent with your order for you to do at home. Additional items such as clear stickers will be provided for elements such as joining belly bands or sealing handmade envelopes, which aren't gummed.

Where we do provide "assembly" is where pocketfolds are handmade (and invitations mounted inside), concertina-style invitations are pre-folded and envelopes are handmade. 

Shipping

What shipping options are there?
Smaller consignments use standard Royal Mail 2nd Class. For larger consignments we use a mixture of tracked courier services dependent on location. For tracked shipments a code will be provided to you once your order has shipped. You'll see the options for shipping at checkout when placing your order.

Can I combine shipping?
Yes - multiple items can be combined into a single order. If, however, you have been charged too much for shipping, then we reimburse any shipping overages to you once your items have been dispatched. We'd typically recommend contacting us in advance if you want to combine shipping.

Do you ship to other countries?
We do - however post-Brexit we have experienced issues shipping to the EU so this has been temporarily suspended. 

Do you offer collection?
Yes, local pick-up is an option if you live close by!

Do I need to do anything when I receive my order?
Yes. You need to check the items in your box are the items that you have ordered. You can find this list on your electronic invoice or order summary.

You also need to check wording and errors on the invites. The proofing process is in place to prevent errors being printed however, we expect all clients to check their invites before sending them to guest and alerting us to any errors. Please note, if spelling errors are found then reprints are chargeable (please see our “Proofing Process in our Terms and Conditions for further clarification).

If the error is found to be ours please contact us immediately where we can arrange a reprint for your ASAP. Please note that whilst this can be upsetting we are human and can make mistakes. We expect all communication to be courteous and do not tolerate abuse of ANY kind in communicating errors. We again reiterate that we expect clients to check all the invites before sending to guests.

Assembly of belly bands, adherence of wax seals and tying of ribbon/string/twine is NOT carried out by Elle Bee unless the charge of £1 per invite has been paid upon placing of the order. 

Luxury handmade invites come fully assembled.

Cancellations

Can I cancel my order after payment?
If your proofing process has not begun and we have not ordered your materials, then we are happy to cancel and refund in full. If either of the above has taken place then only 50% of the order will be refunded to cover the costs incurred by us for materials and proofing time.

I am not happy with my order, what do I do?
We want all our clients to be happy with their purchase. However, if there are any issues please contact us directly to discuss. Please note for damaged orders, this must occur no more than 24 hours after receipt of goods and have accompanying pictures. We will not file a claim on your behalf if only one or neither of these terms are met.

I have received the wrong item, what do I do?
First, check over the order via your invoice emailed to you to double check what has been ordered.

If the error is ours please contact us via hello@ellebeedesign.co.uk where we will work with you to find a solution.

If the error is yours through the order process then we will suggest possible solutions for you. However this will incur additional costs so we expect clients to double check what you are ordering before placing the order. If you are not sure on anything please ask; we would rather questions are asked so you can buy in total confidence that you are ordering exactly what you want.

I have signed off my proofs, but I have noticed an error; can this be changed?
They can but this would be chargeable at £20 per round.
 

Bespoke work

We love your style, but you don’t have what we are looking for; can you make something specifically for us?
No. Due to our high order volume and that Elle Bee is run by only two people we do not have the availability to take on fully-bespoke work. All of our invitation designs are customisable in a number of ways without the need for a ground-up approach. Please refer to Section 10 of our Terms and Conditions.

Contacting us

How can we get in touch with you?
You can contact us via our contact page, live chat with us, email on hello@ellebeedesign.co.uk or you can call us on 01905 28 997.

What are your opening times?
We are open Monday – Friday 8.30am – 5pm and 9.00am – 12pm Saturday. We are closed on Sundays.