WHO OWNS THE ARTWORK?
All crests, maps, and Story of Us pieces are yours for unlimited personal use. We provide artwork files in several formats.
Logos are yours to use however you wish. Files can be provided for all your personalised needs, including letterpress, stamping and foiling.
Custom illustration or pattern designs can either be licensed or commissioned outright. Please contact us to discuss terms and pricing.
All other artwork is only for use as intended in your invitation suite. We are, however, happy to work with you to create other designated pieces of artwork for personal use. Please inquire with us and we can discuss details and availability.
I FOUND A DESIGN I LOVE ON PINTEREST. CAN YOU REPICATE IT?
One of the beautiful things about custom design is the ability to create something unique that is personal and relevant. We only create one-of-a-kind custom pieces for clients, therefore cannot replicate other designs.
CAN I PRINT MY STATIONERY DESIGNS MYSELF?
No, we only print in-house, which enables us to ensure the quality and finesse of every piece we have created for you.
CAN YOU REPLICATE A DESIGN YOU DID A FEW YEARS AGO?
Each piece we create is commissioned by a client, therefore the design as a whole belongs to them. Let us create something unique and special for you, inspired by the designs you love.
HOW DO I BOOK A RESERVATION?
Get in touch with us HERE. We will reply with details about our custom process, pricing and availability. We will schedule an initial consultation via phone, Zoom or in person to determine your needs and desired time frame.
HOW LONG WILL IT TAKE TO DESIGN, PRINT AND RECEIVE MY CUSTOM ORDER?
Custom invitations can range from 8 weeks to more than 12, dependent on what you require. The more creative you get, the more time you should allow! Custom textile items in particular can take 45 days to print and manufacture. Please inquire about time frame with your custom request so we can give you an estimate.
WHAT IS THE MINIMUM QUANTITY I CAN ORDER?
Custom invitations are exactly that... they are custom, and therefore, you can order any quantity you require, even if it's only 10! Note though that the cost per invitation will be higher as quantities go lower, so it is not 'economical' to order custom invitations in low quantities.
CAN I REQUEST A RUSH ORDER?
Yes! Rush orders are strictly subject to our availability and there will be a rush fee added to the cost of your order. Please note this when you contact us about a custom order and we can try to work within your time frame.
DO YOU CREATE MENUS, SIGNAGE, PLACE CARDS AND OTHER CUSTOM DAY-OF STATIONERY?
Yes, we absolutely do. Everything from seating charts to place cards, escort cards, event signage and programs for events can be created custom so everything ties together seamlessly.
DO YOU DESIGN LOGOS? FABRICS?
We only do a handful of logos each year. Please inquire if you are interested for pricing. We also design textiles, ceramics and various ephemera and gifts. Please inquire with us HERE!
WHAT SHIPPING METHODS ARE USED FOR CUSTOM PRODUCTS?
Custom items are always shipped with great care, as the items in your order are one of a kind and of high value. Those local to Melbourne will receive hand delivered service. Domestic shipments go via DHL or TNT with tracking and insurance. We always ship DHL Express International for worldwide orders. You will have your order in-hand within 5-7 business days no matter where in the world you are located.
We are also happy to arrange for your products to meet you at your event destination. We partner with a team at DHL who can ensure that your shipment will arrive without any holdups in customs or any other issues along the way.
I WOULD LIKE TO CANCEL MY CUSTOM ORDER. CAN I STILL DO THIS?
We do not accept cancellations for custom work, due to the unique nature of the items we create. Once you have booked your custom project and paid your deposit, we have secured your reservation and your deposit is non-refundable.
WHAT HAPPENS ONCE I SUBMIT MY ORDER?
Once your order is submitted, we will send a confirmation email that your order has been received. We ship on MONDAYS only, however orders with express shipping are sent within one business day. We do our best to keep item availability up to date on our website. Any pre-order or backordered items will ship by the date stated on the item page. We will let you know if for any reason, we cannot fulfill your order and an immediate refund will be given.
WHAT IF I NEED MORE THAN YOUR MAXIMUM QUANTITY AVAILABLE?
Please send us an email. We can advise when additional stock will be in, or can place a special order for the quantity that you need.
WHAT SHIPPING METHODS ARE AVAILABLE?
All shop items ship from Australia. We offer two shipping options: Express and Standard. Please note that delivery time frames are currently extended due to Covid 19 and delays do occur. If your shipment is particularly time-sensitive, please send us a message and we will do our best to expedite your shipment with another courier.
International time frames are estimates only and customs hold-ups do occur. Please allow for this, particularly if you select 'Standard' shipping.
| SHIPPING | COST | STANDARD DELIVERY | EXPRESS DHL DELIVERY |
|---|---|---|---|
| AUSTRALIA | Varies by Weight | 4-6 Business Days | 1-3 Business Days |
| UNITED STATES | Varies by Weight | 12-25 Business Days | 5-7 Business Days |
| NEW ZEALAND | Varies by Weight | 5-7 Business Days | 2-4 Business Days |
| EUROPE | Varies by Weight | 12-25 Business Days | 5-7 Business Days |
| CANADA | Varies by Weight | 12-25 Business Days | 5-7 Business Days |
| UNITED KINGDOM | Varies by Weight | 12-25 Business Days | 5-7 Business Days |
| ASIA | Varies by Weight | 10-20 Business Days | 4-6 Business Days |
Once your shop items ship, you will receive a tracking number via email. We are not responsible for lost or damaged shipments; please contact us if you fail to receive your shipment or if it's lost in transit and we will do our best to assist.
WHAT PAYMENT METHODS DO YOU ACCEPT?
You are welcome to use almost any kind of credit or debit card to complete your purchase. Australian, Canadian, European, Hong Kongese, Japanese, and Singaporean may use a Visa, MasterCard, or American Express. U.S. clients can use Visa, MasterCard, American Express, JCB, Discover, and Diners Club. We do not accept Paypal at this time.
DO YOU OFFER WHOLESALE PRICING TO BUSINESSES?
If you are interested in stocking our product in your storefront or in an online shop, please send an email to hello@lemontreepaper.co
CAN I CANCEL MY ORDER?
If your order has not yet shipped, we can cancel your order and provide you with a full refund. Please submit a cancellation request email to orders@lemontreepaper.co as soon as possible. If your order ships prior to cancellation, you can return the unused, unopened and undamaged item within 10 business days for a full refund. We reserve the right to determine whether items have been opened, damaged, used or washed when we receive your return.
WHAT IS YOUR RETURN POLICY?
We accept returns of unused, undamaged, unopened items within 7 business days of receiving your order. Please choose your items carefully as return postage is at the buyer's expense and returns will not be accepted for change of mind.
Please contact us at orders@lemontreepaper.co to request a return authorisation.
Please repack your item carefully so it won't be damaged in transit, and post to the address you are given via email. We recommend using a shipping method that includes a tracking number so you can be sure your return arrives safely. We are not responsible for returns lost in the post.
Once we receive your return, we will process your refund as long as all terms and conditions for returns have been met. We do not take responsibility for any items that arrive damaged in transit. Returns received without a return authorisation will not be processed.
