FAQ's

What happens once I place an order for a personalised product?

Once you have placed your order we will contact you via email within 48 hours and send you a template to gather the required information. Upon receipt of the completed template we will get started on creating your order. We will send you a digital proof within 24 hours of receiving the completed template. At this point, we offer up to 2 amendment to the mock ups so you can be sure you will receive your perfect print. It is important that you review the digital proof carefully as we cannot be held accountable for any errors or omissions that are identified past this point. 

Can I cancel or amend my order?

We would like all of our clients to be completely satisfied with their stationery. We begin working on your stationery as soon as possible and so we are unfortunately unable to cancel or refund any personalised orders once we have commenced work. Any orders placed have a 24 hours cancellation window. We understand that wedding planning can be an exciting but stressful journey and so we do try to be as flexible as possible. If you experience an issue with your order please reach out to us as soon as possible at hello@evelynandeden.co.uk and we will do our best to help. 

If you would like to amend an order that has already been placed, please contact us as soon as possible to discuss your options. We are dedicated to providing a client led service so if you would like to adjust your order we would be happy to do so providing the order has not been sent to print. Unfortunately once an order has been sent to print we are unable to alter the quantity. We strongly recommend building a 10% surplus into your order as any additional items required after this point would be subjected to the product minimum quantity requirements. 

When will I receive my order?

At Evelyn & Eden, we implement a streamlined process to ensure that your orders containing multiple products are sent in the fewest parcels possible. By consolidating multiple products into the fewest parcels, we not only minimize the number of packages you receive but also reduce the environmental impact of shipping. This approach allows us to optimize our delivery resources and contribute to a more sustainable future.

For personalised orders please allow 2 weeks from the date you approved the digital proof for us to prepare, print, pack and deliver your order. Orders only containing items that do not require personalisation will be received sooner. For these products, please allow up to 5 working days for delivery. Orders are sent via Royal Mail or direct courier. For peace of mind, all orders over £20 are sent via tracked delivery.

While we strive to meet the specified delivery timescales, it is important to note that there may be instances where unforeseen circumstances can cause postage delays. Evelyn & Eden are not responsible for any postal delays encountered once the order has been dispatched from the business address.

I need my order sooner. Can you help?

If you require your order sooner, to avoid any disappointment, please contact us directly and we will advise whether we will be able to help. There is a £20 supplement for rush orders. Once placed, we are unable to adjust or cancel rush orders as we begin preparing your stationery straight away. 

My item has arrived damaged?

We quality check each of our items prior to postage. It is important that you open and check your package carefully as soon as possible upon receipt. If your item arrives damaged, please contact us within 24 hours to report this to us, and include pictures of both the outer delivery packaging and the damaged goods. Without this evidence we will be unable to lodge a damages complaint with the courier on your behalf.

What is your refund policy?

Due to the unique nature of personalised items, we are unable to offer refunds or exchanges for these products. For products where a digital proof is provided, the client is responsible for confirming the proof is correct; including but not limited to spelling, grammar, punctuation, positioning of text/images. Any errors identified after the digital proof has been approved by the client are not eligible for refunds so it is important that you check the proof thoroughly.

We understand that mistakes can happen, and if there is an error on our part in the personalisation process, we will gladly work with you to resolve the issue. In such cases, please contact us at hello@evelynandeden.co.uk within 24 hours of receiving your order.