Terms and Conditions for wedding stationery

1. Bespoke Stationery Orders

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

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

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

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

  • 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.

  • The deposit is non-refundable.

  • 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.

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

2. Cancellations by the customer

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

  • Any deposit paid will not be refunded.*

    * In some instances Paper Veil will refund deposits where no inconvenience or cost to the business has been suffered as a result of the cancellation. This is entirely at the discretion of Paper Veil.

3. Cancellations by Paper Veil

  • 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.

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

4. Working Environment

  • Paper Veil will always communicate with the Customer via email primarily. Phone calls are not considered binding methods of communication and will only be used if explicitly preferred by the Customer.

  • Standard 'online' hours are 9am - 5pm Monday-Friday and 10am - 2pm Saturday. Calls and emails will be answered/returned during these times. Any messages received outside of these times will be returned asap within the next online period.

  • Paper Veil will strive to respond to emails within 3 working days, unless you are waiting on a design which may take longer to complete.

  • 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 any outstanding balance. The deposit will not be refunded if the delay is caused by the Customer and/or artwork has already been created and delivered. If no artwork has been provided and/or the delay is caused by Paper Veil, the deposit will be refunded.

  • We treat everyone with kindness and respect when working with them and we expect the same level of courtesy in return. If any Customer is nasty, aggressive, discriminatory or threatening towards Paper Veil or our work we will cancel the order with immediate effect and cease all communication. Deposits will not be refunded.

5. Delivery

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

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

  • When posting with DPD it is possible to track delivery using a mobile number. Paper Veil will ask for a mobile number if the Customer would like to use this service. Please note that a parcel may not be trackable if a mobile number is not provided.

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

  • 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, however it is the responsibility of the Customer to start and manage this process if required.

  • Paper Veil will ask the Customer for the delivery address prior to posting. It is the responsibility of the Customer to ensure the address given to Paper Veil is written accurately. Paper Veil is not liable for lost packages if the address provided by the Customer contained any errors.

6. Design Approval

  • After consultation, the Customer should provide any information requested by Paper Veil (such as text, source materials etc) in order to complete the agreed service.

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

  • Changes to the design can be accommodated at this stage; however any substantial alterations that are significantly different to the design ideas previously agreed, may incur an additional fee based on amended or additional material/labour costs. This is at the discretion of Paper Veil.

  • 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. 

  • Once approved by the Customer, Paper Veil will not be held liable for any mistakes in the information written on the finished products. It is the responsibility of the Customer to thoroughly check the designs and text therein prior to print.

  • If the Customer wishes to change the agreed quote, Paper Veil may require additional consideration for such work.

  • 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.

6. Payments

  • Work will not proceed until the Customer has paid the design deposit.

  • Any initial bookings made through the website will be followed up with confirmation from Paper Veil and instructions for deposit payment. If the deposit payment is not made within 1 month, your booking will be cancelled.

  • All deposits are non-refundable.

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

  • The Customer will receive invoice reminders for any outstanding invoices they have with Paper Veil. 

  • 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 of more than £150).

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

7. Marketing

  • Completed designs will be used by Paper Veil for marketing purposes unless specified otherwise by the Customer. 

  • Paper Veil will remove any visible Customer addresses and phone numbers when using designs for marketing, however names may still be used unless specified otherwise by the Customer.