Terms of service

TERMS AND CONDITIONS

By placing an order or paying a deposit with Timeless Stationery by Chloe (trading name: Cake Toppers by Chloe) you are accepting that you agree to the following terms and conditions. 

RETURNS/REFUNDS/DEPOSITS

Deposits are non-refundable. Full payment is required before your order can be made. As your wedding stationery is personalised to you, orders cannot be cancelled. 

Final payments are due by the agreed dates to keep your order on schedule. If you need to adjust a payment date slightly, please get in touch in advance — I’ll always do my best to accommodate where possible. However, if payments are not made by the agreed final date and no alternative arrangement has been agreed, the order may need to be cancelled. Please note deposits are non-refundable, as they cover time and materials already allocated to your order. Late payments may also result in a change to your expected delivery date, as I cannot allow delays to impact other scheduled orders.

If your wedding date is changed, I will move your date in my diary if it is possible. If I am unable to fulfil the order for the new date, it would be handled on an order basis. If products have already been made, the cost to remake would apply.

All items are non-refundable, as they are custom made and personalised to your order. The only exception is if an item arrives faulty due to damage in transit. Faults or damage must be reported within 72 hours of receiving your order, and the items must be returned so I can investigate the issue. Once investigated, I will arrange either a refund or a replacement; please note you will not receive both. Refunds or replacements cannot be provided without the return of the original items. If damage has occurred in the post and there is not enough time for a replacement to be sent before your event date, a refund will be issued instead. For this reason, I always recommend ordering well in advance. Please note that personalised and bespoke items are exempt from the standard 14-day refund policy. Any refund provided will be entirely at my discretion, and only upon receipt of the returned items in their original packaging.

 

APPROVING PREVIEWS:

The wording supplied for wedding stationery must be your final wording with correct content, this includes: spelling, spaces, dates, timings and grammar. It must be in a document which can be copied and pasted, I do not accept photos of handwritten text. When designing using some software, it isn’t always possible for me to copy and paste, as human error can always occur it is essential that you double check all text to ensure no errors have been made with names, dates or spelling. If any changes are needed, it must be brought to my attention before you approve your preview so it can be changed before it is printed. If proofs are approved with errors and are subsequently printed, I am unable to take responsibility, if replacements are needed in this instance they would be charged at full price. It is down to the customer to read and action any email sent from Timeless Stationery by Chloe in a timely manner, especially when timescales are tight. I  take no responsibility if turnaround deadlines are missed as a result of customers not actioning emails sent to them.

 

TURNAROUND TIMES:
Turnaround times are discussed and agreed before your order is placed and are outlined on your invoice. The following actions could cause delays to your dispatch time: if your invoice is paid late, if you would like to add items to your order it may change your dispatch time, and if there is a long wait for email responses or information being provided. On the rare occasion that we should require to change or extend these dates, you will be notified immediately. 

POSTAGE:
All orders are posted tracked delivery. I put a lot of time and care into packing each order, in the unlikely event your order is damaged during transit please contact me within 72 hours of receiving your order. Occasionally parcels can be delayed due to postal service delays, this is out of my control and something which I cannot be held responsible for. Customers should allow extra time when ordering in case postal delays occur. 

 

ON THE DAY STATIONERY:
I recommend booking an availability slot in my diary for your on the day stationery, if you want to have stationery which perfectly matches your invitations. If a slot isn’t booked in advance I cannot guarantee that I will have last minute availability.

PRINTED COLOURS/HANDMADE DIFFERENCES:
Please be aware printed items may not look the exact same in person as to how they look on your phone/computer screen. Light emitting digital devices, including computer monitors and mobile screens, all use the RGB colour model. RGB has a larger colour gamut and produces a wider range of colours than printing can produce. Designs on screens may look more vibrant and brighter than they will be once printed.

For handmade items please be aware there may be slight differences due to their hand crafted nature - wax seals, hand tied bows, seed paper. Foiling only works on smooth card, some coloured card will have a texture to the card which won’t make it suitable to be foiled.

UNABLE TO FULFIL ORDERS:
If an emergency situation arises which would impact the turnaround time of your order I will contact you to discuss any changes to your order. If it is out of my control that I am unable to fulfil your order, a refund would be processed.  I reserve the right to cancel or refuse an order at any time, for any reason. In these instances, all monies paid to date will be refunded. Refunds are processed from the website provider, I do not have control over the timescale in which you will receive your refund, it is usually 3 – 10 business days and will be returned to your original payment method.

 
MODIFICATIONS TO THE SERVICE AND PRICES:
Prices for our products are subject to change without notice. Personalised quotes are valid for 30 days.

WEDDING VENUE ILLUSTRATIONS:
Full payment is required before work can be started, due to their bespoke nature they are non-refundable. For bespoke venue illustrations, we require high-quality reference images, these are usually sourced by Timeless Stationery by Chloe to ensure they match the requirements. If you would like us to use a particular photograph of your venue as a reference, please mention this before placing your order. An illustration which you purchase can be used on any of your wedding stationery created by Timeless Stationery by Chloe, you will not receive the digital files of the illustration to use for your own purpose or to order elsewhere. All digital files remain as my property, can be reused for other orders and photos can be shared across my social media and website. 

 

ORDER ASSEMBLY:
We pride ourselves in always delivering our clients’ stationery orders fully assembled. This ensures consistent quality and saves our clients many hours of work. All invitation suites will be fully assembled, with envelopes packaged separately.

Our stationery and products are all made individually by hand, which means there may be minor differences due to the handmade nature.