The following terms and conditions apply to all sales made through our online store lolaspaperie.co.uk or via direct communication, such as email, telephone or invoice. Please read through our terms carefully before placing an order.
We reserve the right to amend these terms at any time without notice.
OUR WORK ETHIC
We believe in old fashioned good faith and always work on this basis; in return we ask that our customers use the same approach. We will always be fair should a problem arise.
By using, interacting with or viewing lolaspaperie.co.uk you agree to our web terms and privacy.
Due to the bespoke nature of the product, slight differences in appearance, colour and size may occur between each finished item. We cannot guarantee that each type of item ordered will be an exact match to the other. For example, name place cards may be printed on a different machine to invitations and a difference in shade or texture may be visible although any differences will be minimal. All sizes and measurements are approximate. Wedding stationery is left blank of the reverse (unless the design is double sided) and does not have a logo or text on the back, unless specifically requested. We make every effort to ensure that samples received are a true representation of any subsequent purchases however, minor differences may occur due to the printing process (e.g. samples may have been printed with a different brand or newer/older ink cartridge or on a new batch of paper). As a growing design studio, we regularly update our designs and improve materials used and therefore the final product you receive may not be exactly the same as the sample originally requested, especially if some time has past between purchase of the sample and ordering.
All orders are subject to our availability. We reserve the right to refuse any order without reason or to substitute any item with an alternative providing it is of a the same or superior quality and style. Once the payment has been received for your order, where required, you will receive a digital proof by email for checking and approval. If changes are required, you should respond by email with clear instructions as to what needs to be altered. Changes required after proof approval will incur additional charges for the adjustment and re-printing if required, regardless of who originated the error. We aim to respond to emails, calls or proof changes timely, however during peak times, responses may be slower than usual.
We aim to fulfil orders within the stated advertised times however, due to the bespoke nature of our products, occasionally turnaround may take longer, especially during high season. If we foresee a delay in production, we will inform you as soon as possible.
Delivery times do not take into account the proofing process, weekends or public holidays and these should be factored into the overall lead time if working to a deadline.
We accept no responsibility for delays occurring outside of our control.
Full payment is required at the time of ordering. We are unable to commence work on any order, or proceed to print before full payment has cleared.
Lola's Paperie accept all major debit and credit card payments through our secure checkout. For security questions relating to the application of taking payment, and storing your details, see privacy and web terms set out below.
All orders are sent unassembled and flat to reduce the risk of damage in shipment. Twines, ribbons and threads are sent uncut to allow the customer to trim the material to the desired length. Paper wraps are supplied flat and will require sticking together with adhesive by the customer which is not included.
CHANGE OF EXISTING ORDER
We start to process your order as soon as you place it so that you receive your proof and items as quickly as possible. This means that if you change your mind or realise that you have made a mistake after placing your order, there is a very limited time-frame in which you can amend or cancel it. If you have any questions about an order you have placed or would like to make any changes, please contact the Lola's Paperie Customer Service team as soon as possible, who will be happy to help you.
We allow one design change per order, before the proof approval is created. Additional design changes requested thereafter are charged at £25 each.
RETURNING NON-PERSONALISED ITEMS
You have 14 days, from delivery of non-personalised items, to return items to us should you change your mind. A full refund will be issued, excluding original postage paid, within 14 days from receipt of the returned items providing the item is received in its unopened packaging and in its original condition. All postage costs and whereabouts of the goods remain the customers responsibility until the items are received by us. We recommend using a trackable postage service to return items.
Should you change your mind once your order has been placed, and before receiving your items, the amount of refund granted will be dependent upon the point of the order process in which the cancellation has been requested.
Before first proof has been sent - 100%
Before proof approval - 50%
Once approved for print - 0%
FAULTY OR DAMAGED ITEMS
For faulty or damaged items, a replacement will be provided as soon as possible. Please send a photo showing the damage to firstname.lastname@example.org, quoting your reference number in the subject field. Damage/faulty notifications received after 7 days from the date of delivery will not be considered.
We do not refund for colour discrepancies. If you are concerned about colours, we recommend requesting an ink chart.
Returns should be carefully packaged, insured against loss or further damage and returned to us. Please contact us for the address in which items should be returned to.
Proofs will be provided electronically by email once the order has been placed and payment has been received. A limited number of proof changes are included within the cost of the order with additional changes required thereafter are charged for. Please see the product for costing details.
We do not accept any responsibility whatsoever for, and not limited to, wording, grammar, names, spelling or layouts, even if the error is ours. It is extremely important to ensure that all artwork is correct before giving proof approval as the customer is solely responsible for checking artwork. Reprints required due to mistakes are at the customers expense.
Hard copy samples/proofs are available at £25 each item.
All orders are carefully packaged carefully to avoid damage. The risk of loss or damage passes to the contracted courier or delivery company on posting. We do not accept responsibility for any loss, consequential loss, financial loss, damage or delay that occurs outside of our care or control.
Goods will be dispatched as ordered. For example, if you order invitations and thank you cards within the same order but need them at different times (i.e. before the event and after the event) two separate orders should be placed. The same rule applies to different delivery addresses.
A signature will be required on orders. Please ensure someone is available to sign for the order at your nominated delivery address. It is the customers’ responsibility to ensure the delivery address used is correct as this cannot be changed once the order is placed.
Where a delivery has been unsuccessful and the goods are returned to the nearest depot or collection office, the customer is responsible for collection before the goods are returned to us. Where this is the case and re-delivery is required, a new shipping charge will be payable by the customer. We do not accept any responsibility whatsoever for the whereabouts of the parcel once signed for and delivered - including, and not limited to, delivery to a business address or neighbour. Re-print and re-delivery charges will solely be at the customers expense for lost parcels once delivered. Where the courier is at fault, we will do our best to assist in locating the goods but are not liable. Where requested, you may arrange for your own preferred courier or delivery company to collect the goods from us however 7 days notice should be provided by email.
International delivery times vary but generally take a week or two to arrive depending on your location. The customer is entirely responsible for any custom duties, taxes or charges applied in whole or in part. An international shipping quote can be provided on request. Please contact us before placing an international order.
We will supply samples of wedding invitations providing we have the materials in stock. We may substitute a sample with an alternative item of a similar nature, quality and style where necessary. Samples cannot be personalised, colours changed or layouts altered due to the bespoke nature of the product. Samples and sample packs are strictly non-returnable/refundable.
The customer is entirely responsible for managing their own deadlines and we urge customers to order the goods well in advance of the date they are required. The customer will bear the cost for any reprints required, regardless of fault, should dates printed render the stationery no longer useable. Unforeseen circumstances should be accounted for in the customers’ timeline.
COPYRIGHT, CONTENT + IMAGES
The customer is responsible for obtaining copyright permissions on any text, images, songs, hymns, poems or information supplied that is to be re-printed. By supplying the material for reproduction, you are confirming that the appropriate copyright permissions have been obtained. We will happily credit the author on stationery where requested. All designs, wording, images and web content are owned by Lola’s Paperie. Copying, selling or reproducing any material is strictly prohibited and will be dealt with appropriately should this right be violated. If the personalised stationery ordered requires a photo, you should send this to us by email. Ensure digital images are supplied as a JPEG and are high resolution (minimum 300dpi). We do not accept responsibility for low resolution images supplied that do not print well. When supplying a photo for printing purposes, you are certifying that you are the parent/guardian of the baby/child or you have obtained the appropriate copyright permission or authority to re-print the photo from the copyright holder.