Pen & Palm Order Terms & Conditions

By placing an order with Pen & Palm you are accepting and are bound by these Terms and Conditions. Please ensure that you have read these terms and are happy with them before placing your order.

QUOTES

Quotes are valid for 30 days from the date it was sent to you, and may be accepted at any time during this 30 day period. On acceptance of the quote, a 50% non-refundable deposit is required before any work will commence. The remaining 50% is due once your order is ready to be shipped.

TIMING

For invitation suites, we work within a 3–4 week timescale, depending on final requirements. Timescales will be provided on receipt of the deposit but are subject to change. Circumstances outside of our control can cause delays. If we request details by a certain date, we cannot be held responsible for any problems that occur (including late delivery) if you do not respond in the required time.

DESIGN + PROCESS

You must provide all details for your order in a typed manner, provided on email or Word document. Three rounds of amendments are included within the Design Fee. If further amendments are required, these will be charged for at an hourly rate.

Due to variables with all printed products, it is impossible to guarantee that the final product will match exactly what is shown on your computer screen. The colour in the PDF proofs may appear differently in person and we can’t guarantee that they will be an accurate representation of final items printed.

If you require extra stationery later, we cannot guarantee exact colour matching to your original order.

All products are designed, printed and finished by hand and as a result slight variations and irregularities may occur. Whilst all designs are Pen & Palm’s the use of stock imagery or graphic elements are permitted.

PROOF READING

Pen & Palm is not responsible for proofreading and will not take any responsibilities for any errors – please proofread everything provided three times! All orders are subject to written approval of a final proof by you, which includes spelling, grammar and text size. Any mistakes that are found after approval will be subject to re-printing (or calligraphy re-do) costs.

RENTALS

Mirror rental and/or other props rented out by Pen & Palm are subject to an additional “safety” deposit (such amount dependent on the quote total of such rentals but no less than £100). Provided rentals are returned to Pen & Palm without damage, the safety deposit will be refunded. No other monies will be returned.

In the case of damage to any rentals all or a portion of such safety deposit shall be retained by Pen & Palm to cover repairs/replacement costs, at Pen & Palm&s sole discretion.

You are responsible for the cost and organisation of returning rentals to Pen & Palm.

DELIVERY + COLLECTION

Collection from Surrey, GU26 is free.

All complete orders which are not being collected, will be sent by Royal Mail or DPD, depending on the weight of the parcel. All parcels are appropriately packaged, can be tracked and will require signing for. Delivery charges will be added onto your invoice. Pen & Palm are not responsible for any delay, loss or damage, that are outside of reasonable control.

We are not responsible for any delivery issues as a result of your error (e.g. incorrect address, deliveries left in “safe spaces”).

CANCELLATION

All orders are non-refundable. Cancellations will only be accepted before final proofs are approved and in such cases the Design Fee is non-refundable as it covers work undertaken in developing your design. Once orders have gone to print (or hand-lettered) we will not accept cancellations.

If there is a problem with your order, please notify us within 2 working days of receipt.

OWNERSHIP

All designs and photos are the property of Pen & Palm. Any reproduction is prohibited unless given written permission by us. You will use reasonable endeavours to ensure that Pen & Palm are credited in any approved reproduction. Pen & Palm can display materials and final prints created for you online, on social media, at trade fairs or similar events as marketing and promotional material. Personal details will be protected and not disclosed.