FAQ

Here at Luna & Sol, we’re not about the small T&C’s that nobody can understand. We want to achieve high quality products and customer service, and to make it clear and easy for you to work with us. Below is a step-by-step of how things work!

SEMI-CUSTOM Customer

  1. Please contact us and we will send you a design form to fill out.

  2. We will need to confirm the paper type before commencing the design. You can choose from viewing online or purchase our £3 paper sample pack to touch and feel the paper in order to help make your decisions.

  3. We can make *minimum changes to the designs once we receive your information.

  4. A £50 deposit fee will be required at this stage to place the order. This deposit will be deducted from the final order value; however it is non-refundable for cancelled orders.

  5. We will make the changes as required and send you the final artwork to sign off.

  6. Once the artwork is signed off, please note that you will take full responsibility of the approved artwork; therefore please ensure to check all spelling and information as accurately as possible before approving the artwork to print.

  7. The outstanding order value is to be paid before printing is commenced.

  1. If you would like to buy the digital copy of the artwork under Design DIY, then we will send you a fully set up PDF artwork for your printer of choice to print.

  2. If you would like to buy the Wedding Bundle then the approved artwork will be sent to our supplier for bulk printing.

  3. If you have purchased additional add-ons to finish the look, we will carefully assemble each invitation with your requests

  1. Once the final products are printed and checked to ensure it matches our standards, then we will post this to you so you can forward these invitations to family & friends.

*Minimum changes mean it should contain small changes that do not alter the layout and styling of the design. Elements and aspects of the design can be moved or resized, colours can be changed, and text can be edited. If changes are beyond the listed descriptions and the overall look and feel or do not match back to the original chosen design, then extra design hours will be applied to the final invoice.

The postage fee will be based on the weight and dimensions of the parcel and applied to the final invoice. Please see our Delivery Options & Prices section for more information.

BESPOKE DESIGN Customers:

  1. Please contact us and we will send you a design form to fill out.

  2. We will need to confirm the paper type before commencing the design. You can choose from viewing online or purchase our £3 paper sample pack to touch and feel the paper in order to help make your decisions.

  3. Once the design specification is confirmed, we will provide an Estimate Quote Price. This factors in the following:
    a) design development hours*
    b) printing cost based on the paper chosen
    c) any other finishing costs from add-on purchases

  4. A £50 deposit fee from the Estimated Quoted price will be required at this stage to place the order. This deposit will be deducted from the final order value; however it is non-refundable for cancelled orders.

  5. We will develop and research the brief to begin the design drafts. We will submit 3 design options to match back to your brief

  6. You will choose 1 out of 3 proposed designs to proceed

  7. We will finalise the chosen design to ensure that you are 100% happy and send you the final art to sign off and approve.

  8. Once the artwork is signed off, please note that you will take full responsibility of the approved artwork; therefore please ensure to check all spelling and information as accurately as possible before approving the artwork to print.

  9. The Final Quoted Price (FQP) can be issued after the artwork and all specifications are signed off.

  10. The outstanding order value (FQP value) is to be paid before printing is commenced.

  1. If you would like to buy the digital copy of the artwork under Design DIY, then we will send you a fully set up PDF artwork for your printer of choice to print.

  2. If you would like to buy the Wedding Bundle then the approved artwork will be sent to our supplier for bulk printing.

  3. If you have purchased additional add-ons to finish the look, we will carefully assemble each invitation with your requests

  1. Once the final products are printed and checked to ensure it matches our standards, then we will post this to you so you can forward these invitations to family & friends.


* Design development hours are charged per hour. We will provide a clear and thorough break down of the work we have done in the invoice so you are on the same page. Review our section or more information.


The postage fee will be based on the weight and dimensions of the parcel and applied to the final invoice. Please see our section for more information.

QUALITY ASSURANCE

We aim to pay attention to all detail from designing to printing and assembly. If you are not happy with our service or product, please let us know and we will try to find a workable solution for all of us.

We are happy to replace the invitations if there are printing errors such as faulty paper or unclear print caused by us that we did not see before dispatching the goods to you.

If in the case of ‘change of minds’ or printing errors such as spelling blunders or other detail mistakes that were not discussed before the final artwork was signed off, then we cannot hold accountability for these errors. However we will try to help replace the effected invitations with an agreed discount.

HOURLY RATES: BESPOKE DESIGN & DEVELOPMENT BREAKDOWN

  1. Design and research development is charged at £25 per hour

  2. Research development includes finalising the brief, look and theme, finding the correct art medium to create the invitation design. Our guideline for development is 1-2 hours depending on the clarity of the initial brief.

  3. Design development includes drafting the initial 3 options for you to choose from, and finalising the final option for sign off. Our guideline for design is 5-7 hours* depending on the amount of time a design change is required.

  4. If you have changed your mind on the brief and further alteration to the core design is required then additional design hours will be applied accordingly
    a) we will require additional time to redesign
    b) we will need to clearly clarify why the 3 proposed designs were rejected to help better understand what you need

  5. Our guideline for the number of changes is 3 times:
    a) We will send the 3 design options to choose from. The chosen design may require some changes at this stage.
    b) We will send the updated chosen design for approval. *Minimum changes may apply

  1. We will send the final design for approval. Once this is signed off, no further changes can be applied before printing.


* Additional hours we may be required on top of the guideline depending on your design needs
*Minimum changes mean it should contain small changes that do not alter the layout and styling of the design. Elements and aspects of the design can be moved or resized, colours can be changed, and text can be edited. If changes are beyond the listed descriptions and the overall look and feel or do not match back to the original chosen design, then extra design hours will be applied to the final invoice.

 

BESPOKE DESIGNS: ESTIMATED QUOTE PRICE vs FINAL QUOTED PRICE

Estimate Quote Price (EQP) factors in the following and will be issued before any design work commences. A £50 deposit fee payment of this EQP is required to place the order.
a) design development hours
b) printing cost based on the paper chosen
c) any other finishing costs from add-on purchases

Final Quote Price (FQP) will review the EQP by confirming the number of hours required to develop and change the artwork. The price of the paper should remain the same unless the paper specification was changed since the Estimated Quote Price was issued. The final payment of the remaining Final Quoted Price must be paid before printing is commenced.

 

SEEDED PAPER

We will always try our best to help cater to your needs. However, for the Seeded Paper printed ranges; there are a set minimum order by our print houses. Speak to us to work out how best to combine various bespoke invitations and stationery design and meet minimum requirements.

Due to the changing economic environment and businesses,we have lost a loved supplier and therefore had to find alternative sources to keep the supply chain. As a result, some of the prices in our Seeded Paper ranges for printed services has been updated. Prices for hand stamp services has also been updated with a slight increase. We are also looking at a second quality of seeded paper for printing so we will keep you posted and be as transparent as possible.

PAPER SAMPLE PACKS

Our £3 sample packs are available for purchase by contacting us. This pack includes swatches of The Staples, The Specialties and The Star quality. Each paper will be printed with our logo to demonstrate the printing finish on specific surfaces.

Carriage fee is included in the pack prize.

We will issue the invoice via email to be paid online. Once payment is received we can then despatch the sample pack via Royal Mail.

HAND STAMP DISCLOSURE

Due to the nature of handmade and hand stamped design, it is expected that not every item will be identical to each other. Each item will have its own organic personality and flair, with a small tolerance for imperfection. We will do our best to create each item to match the approved invitation or stationery, and ensure that your order will be made and delivered to a high standard. If you have further comments or questions just let us know.

PROTOTYPES

Prototypes are available upon request. You will need to pay for the sample and carriage. This will be applied to the final invoice.

We do encourage reviewing the PDF digital artwork and having the sample pack on hand to help to sign off the artwork without the need to produce a prototype. This will help cut back unnecessary costs and reduce the carbon footprint in transporting it to you.

Prototypes are not available for products that includes die-cutting

ENVELOPES

We source a variety of envelopes from many suppliers. We will recommend the best envelope to match back to your design. If you require specific envelopes, please let us know and we can source this and help you to assemble.

If you require envelope lining then we will send the artwork PDF to sign off before commencing to print. Envelope lining must follow standard envelope sizes.

DEPOSITS & PAYMENT METHODS

We will send you an invoice via email. Both deposit invoice and final total value invoice will be required to be paid on time according to the due date stated.

All payments are to be made online following the instructions on the invoice as prompted. We do not accept cash and cheques as payment.

In any unfortunate circumstances where you have paid for the deposit and design work has begun, however you have decided to cancel the order then the deposit will not be refundable.

If you have paid for the deposit but no design work was developed then we can refund the £50 deposit back to you.

 

TIMING GUIDE

We recommend the following timeline to send your invitations however it is up to each individual to decide on the right timing. If the wedding is abroad then give yourself ample of time to finalise the design, allowing us time to print and pack to deliver to you.

SEMI-CUSTOM LEAD TIME: the guideline from placing an order to confirming the final digital artwork prior to printing is 5-7 days, dependent on the rate of communications from you.

BESPOKE DESIGN LEAD TIME: the guideline from discussing the brief to signing off the final art is 2-4 weeks, dependent on the rate of communications and responses from you.

PRINT & PACK LEAD TIMES

  • We will require 2-3 full working days to be printed and produced prior to despatch

  • We will require 4-5 full working days to assemble any additional purchases

  • Postage delivery time will be according to the service that you have chosen

We will advise you on any delays as soon as issues arise.

DELIVERY OPTIONS & PRICES

For UK Mainland - We will be using Royal Mail for most parcels unless you have specifically requested for a tracked DPD parcel service. The postage fee will be based on the weight and dimensions of the parcel and applied to the final invoice.

You can find more information on the Royal Mail service pricing in this link

 

 

Please allow 24 hours from dispatch for the first tracking scans of your parcel's progress to show.
DPD parcels can be tracked here 

 

For International shipping – we will be using DPD services. Please contact us for more information

 

TESTIMONIAL & SOCIAL MEDIA REQUESTS

We are a small independent business and would like to ask you a favour!
We need all of the love and free word of mouth sharing as we can get.

With every product designed and made, we would like to photograph and publish your designs online on our website and social media pages with your consent. This will be under the story #RealWeddings header and tags. We also welcome professional snaps from your wedding day that you have taken to show off the stationary of the day.

If you are happy and satisfied with our product and service, please do leave us a comment on our website or Facebook page. We would thank you a million.

HOLIDAY PERIOD

We will not take in new orders between mid December to early January. Please ensure to place all orders before this time and allow yourself ample of time in the lead up to the big day.

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