1. Bespoke Orders

  1. Each bespoke order will be subject to a custom consultation with the Customer via email.

  2. All products, services and costs will be outlined within a quote prior to commencement of work.

  3. Designs will only begin after the Customer has agreed to the provided quote and paid the deposit.

  4. For illustration-only services the quoted amount is required in full before the design work will begin and acts as the deposit.

  5. For complete packages a deposit of the cost of illustration is required immediately after the quote has been agreed by the Customer to secure the delivery. After the deposit has cleared the design work will begin.

  6. For 'Off The Shelf' products the full amount of your order will be due before any personalisation work commences.

  7. The deposit is non-refundable.

  8. Any remaining balance will be due when the illustration work is completed but prior to print. Print-ready layout designs will only be sent after the full invoice amount has been paid. Once this has cleared the order will go to print.

  9. Payments for bespoke orders are by direct bank transfer only.

2. Cancellations by the Customer

  1. The Customer may cancel their order at any time by giving written notice to Paper Veil.

  2. Any deposit paid will not be refunded.

  3. Cancellations made by the Customer within 7 days of the agreed quotation will incur no additional fee.

  4. Cancellations made by the Customer 7-30 days of the agreed quotation will incur a fixed cancellation fee of 20% of the outstanding balance (in addition to the deposit).*

  5. Cancellations made by the Customer after 30 days of the agreed quotation will incur a fixed cancellation fee of 100% of the outstanding balance.*

    * In some instances Paper Veil will waive or reduce cancellation fees where no inconvenience or cost to the business has been suffered as a result of the cancellation. This is at the discretion of Paper Veil. Any deposit paid in this instance will not be refunded.

3. Cancellations by Paper Veil

  1. If the Customer's order is unable to be completed by the agreed dates due to circumstances beyond our control (such as natural disaster, severe health issues etc) the Customer will be notified as soon as possible and immediately issued a full refund if an alternative arrangement cannot be agreed.

  2. Paper Veil is not liable for any further damages incurred as a result.

4. Delivery

  1. Paper Veil will use their best endeavours to deliver the product to the Customer in a reasonable time and shall notify the Customer of any anticipated delay at the first opportunity, in which case the Customer may (unless the delay is the fault of the Customer) cancel the order without payment of the outstanding balance. (The deposit will not be refunded)

  2. Digital files will be emailed to the Customer's specified email address as soon as they are ready.

  3. Paper Veil will always carefully wrap physical products and deliver using Royal Mail or DPD. 

  4. Postage records will always be kept and Paper Veil will not be held liable for any damages incurred during delivery, any parcels being lost or delivered late by the fault of Royal Mail or DPD.

  5. In the event of late or lost parcels, Paper Veil will disclose proof of postage to the Customer to allow for Royal Mail or DPD to investigate and will fully assist in this process where possible.

5. Design Approval

  1. After consultation, the Customer should provide any requested information (such as text, source materials etc).

  2. Paper Veil will then create and email one draft design of each product ordered for the Customer to approve.

  3. Changes can be accommodated at this stage; however any substantial alterations that are significantly different to the design ideas previously agreed in the Consultation stage may incur an additional fee based on amended or additional material/labour costs.

  4. Customers should respond to emailed designs or requests for further information in a timely fashion. If delayed responses are experienced,  Paper Veil is not liable if the end products are delivered later than anticipated. 

  5. Once approved by the Customer, Paper Veil will not be held liable for any mistakes in the information written on the finished products.

  6. If the Customer wishes to change the agreed quote, Paper Veil may require additional consideration for such work and an amended quote will be issued.

  7. The Customer shall make an immediate objection upon delivery if the product received is significantly different to the draft design provided by Paper Veil. If such objection is not received by Paper Veil within 5 working days of delivery, it shall be conclusively presumed that the product is acceptable and the service is complete.

  8. No design alterations can be made to any of the 'Off The Shelf' designs. Only the text can be altered for these.

6. Payments

  1. Quotes for work are given to the Customer prior and work will not proceed until the Customer has agreed and paid a deposit. 

  2. All deposits are non-refundable.

  3. All invoices have a fair due date and should be paid by the Customer on or prior to that date.

  4. The Customer will recieve invoice reminders for any outstanding invoices they have with Paper Veil. 

  5. Overdue invoices will always be followed up by Paper Veil and will incur late payment fees if they remain unpaid. (10% of outstanding amounts of less than £150 and 20% of outstanding amounts more than £150).

  6. If invoices remain unpaid  by the Customer after multiple reminders and the late payment fee has been applied, legal action will taken to recover the balance from you. Should Paper Veil have to do this, the Customer will be liable for any associated legal fees.