frequently asked questions

Hopefully the order process on the website will be fairly straight forward but here are some answers to questions you might have whilst ordering.

CAN I ORDER A SAMPLE?
Of course – you can order a sample pack from the wedding stationery page. A pack will include samples of a variety of the ranges on the website in several different finishes so you can see the difference between 350gsm card and 700gsm board and have a look at the various foil and silk ribbon finishes. Please be aware that all samples come unpersonalised unless you are ordering bespoke stationery. If you want samples of a specific range including in with your sample pack then please let me know during checkout or by email.

CAN I MAKE CHANGES TO ONE OF YOUR STANDARD DESIGNS?
Absolutely. If you would like to make a colour change to one of the designs on the website then just go to the bespoke page and add the £30 bespoke fee to your basket. Then proceed with ordering the standard stationery range as normal. Once we’ve received your order you will be contacted to discuss the changes you wish to make. Please note that these changes can be to the colour of existing printed, foiled and ribbon elements only. Design changes to the whole style of the invitation and any embellishments will require you to purchase one of the full bespoke packages.

CAN YOU PRE-PRINT MY GUEST’S NAMES ON WEDDING INVITATIONS?
Yes we offer pre-printed guest names on all our standard wedding ranges. You can select to add this during ordering. Once you have ordered we will email you asking for you to send us an excel spreadsheet or word document with your guests names on. Please have this ready if at all possible as any delay in sending this to us will delay the dispatch time for your invitations. Please note that you will not receive an individual proof with every guest’s name on so please make sure you are happy with the spelling of all names before sending. You can also order pre-printed addresses for your envelopes.

HOW LONG WILL IT TAKE FOR MY INVITATIONS TO ARRIVE?
Personalised wedding stationery orders from our standard ranges are dispatched within 2-3 weeks after we receive confirmation that you wish to go ahead with your proofs. Therefore we would estimate a total order time of 3-5 weeks from placing your order. For orders of our ranges which are embellished with lace please allow 3-4 weeks from proof confirmation. For orders from our Luxe Collection please allow 4-5 weeks from proof confirmation, with an estimated total order time of 6-8 weeks. Delivery will then take 2-5 days after this by our courier. Please be aware that any delay in signing off of proofs or receiving guest names and addresses may delay your order. Bespoke orders will take longer. Please allow 8-10 weeks for a full bespoke design process if possible. We always send your stationery on an insured and tracked delivery so a signature will be required. If you would prefer us to send to a work address so someone is there and available to sign for your parcel please let us know during the order process.

CAN I ORDER IF I AM OUTSIDE OF THE UK?
Absolutely. We take orders internationally. Your postage will be increased accordingly when you order. Dispatch and delivery times will obviously be greater for orders outside the UK. Orders will be dispatched within 3-8 weeks depending on the style of your stationery as normal but then please allow 7-10 working days for delivery on top of this for orders within the European Union and 10-14 working days for all other countries. We can also do your invitations in most languages if you require. Although please be aware that not all fonts are available in all languages so probably best to drop us an email at [email protected] first to check.

CAN I CHANGE MY MIND ONCE I’VE AGREED TO A PROOF?
I’m afraid not. Once proofs have been agreed to you have given us permission to go ahead with printing and any further changes will mean reprinting and therefore incur further costs.

WHAT IS YOUR RETURNS POLICY?
All personalised stationery and invitations are non- refundable due to the nature of the personalisation.

CAN I CANCEL MY ORDER?
If you have yet to approve a proof and your order has not yet been sent to print then your order may be cancelled. However Knots & Kisses will retain 50% of the total to cover our design and personalisation process and any materials already ordered to make your stationery. Once your proof has been approved and/or your order has been set up to print the order cannot be cancelled. For full cancellation policy please see our terms & conditions.

WHAT HAPPENS IF MY ITEMS ARE DAMAGED OR FAULTY?
If you have ordered personalised stationery which is non-refundable and it has been damaged in transit then please notify us immediately and return the goods to us and we will endeavour to replace your order within 3 weeks. Obviously as many of these items are hand-finished it is impossible to re-make orders of personalised stationery in less than this time.

WHEN SHOULD I ORDER MY WEDDING STATIONERY?
We would generally advise sending your Save the Date cards out 9 months to a year prior to your wedding so think about ordering these approximately 4 weeks before then. Invitations can be sent out 3-4 months prior to your wedding although you can send them out before this especially if you have guests who may need to book flights or time off work. We would therefore advise ordering your invitations from the website at least a month prior to the date you wish to send your invitations out if at all possible.

This should be 2 months preferably if you are ordering from our Luxe Collection. Definitely allow more time if you are ordering a bespoke service. If you aren’t ready with your wording and guest list yet we would still definitely advise contacting us to book as soon as possible so we can confirm your order. If you have any further questions which aren’t covered in this section or would like any advice on how to word your invitations before ordering please don’t hesitate to drop me an email to [email protected]

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