FAQ

 

PAYMENT QUESTIONS

ORDERING AND DELIVERY QUESTIONS

ARTWORK QUESTIONS

PRINTING QUESTIONS

OCASSIONAL STATIONERY SPECIFIC QUESTIONS

 

PAYMENT QUESTIONS
Is your site safe for using a credit card?
We take your security seriously and use advanced encryption and state of the art SSL (Secure sockets Layer) provided by NAB Transact for your protection.

Can I place an order without using your online payment system?
Yes you can. You will need to follow the instructions in the ‘How to Pay’ tab.

Can I pay by Cheque or Direct deposit?
Yes but funds will have to be cleared before your order can go into production. You will need to follow the instructions in the ‘How to Pay' tab.

 

ORDERING AND DELIVERY QUESTIONS
How do I send my file?
You are able to send through your artwork or images via the ‘File Upload' button at the product stage if ordering products from our online shop or otherwise refer to our ‘File Preparation’ tab if supplying artwork at a later stage or accepting a custom quote. We also have a large FTP link that we can send you to upload large files.

How do I place multiple items on the one order?
Once you have added a product to your shopping cart, please click ‘Keep Shopping’ to continue browsing for more products. When you are ready to place your order, please navigate back to your shopping cart and click on 'Proceed to Payment’.

How long will it take to receive my completed order?
Once we have approval to print most orders general print jobs are produced within 7-10 working days. Wedding stationery sets take 10-20 days depending on the particular invite ordered. Delivery is usually 1-2 days from dispatch. Chambers Whyte Design and Print take no responsibility if freight is delayed once dispatched. If you need you job in hurry or by a particular date please contact us to discuss the delivery date and freight requirements. We always aim to work with our clients and meet their requirements.

What if I want to cancel my order?
Cancellation of orders must be done in writing. An administration of 5% or a minimum of $20 will be charged. Any costs incurred for work already in production or completed up to the date of written cancellation will also be charged for and be deducted before any refunds are made.

How will my order be delivered?
You will receive your order via our own delivery driver, a reputable transport company or Australia Post. You can choose to pick it up yourself if you like. Your choice of shipping method is required on checkout.

Can we track our delivery?
Yes, if it is coming via a transport company we can supply a consignment number.

 

ARTWORK QUESTIONS
Why do you send me a proof when I have supplied the artwork?

This is so that you can check that everything you see is correct. Images and text can drop out of PDFs and other files if not setup correctly, fonts don’t always embed and pages can be corrupt. It also gives you the opportunity to make sure you have uploaded the correct file for printing. Once approved, we will not be responsible for any errors or omissions. Changes can be made although in some circumstances an additional artwork cost maybe required. Colour will appear different on screen and proofs are not supplied for colour purposes.

What file types do you accept - can I send a Word document?
We prefer hi-res PDFs but we can accept Adobe Illustrator, InDesign and Photoshop files. We will also accept Microsoft Word, Publisher, Excel and Powerpoint documents although these files are not normally recommended for full colour printing and are unpredictable. They are normally in an RGB colour format which is great for viewing on screen but not good for printing. We can convert them to the correct cmyk format but your colours will change, possibly looking dirty or dark. Printed colours are often different to what you see on screen - for example a very bright lime green may turn into a dark forest green. Fonts can be slightly different from one PC to another and can throw out the formatting or may substitute to a default font with undesirable results. However, we can usually use these files without problems for general photocopying or digital colour printing - if you can, please PDF them using the ‘Press Quality Setting’ in Adobe Acrobat, making sure you embed the fonts. We will check your file to see if it is usable and contact you if you need to have it re-designed. Allow extra time if supplying in these formats.

 

PRINTING QUESTIONS
What is full colour printing?
This is also called process printing and uses four colours to reproduce all the different colours and shades that you might see on the pages of a brochure for example. The colours are often referred to as cmyk - cyan, magenta, yellow and black, which is why we ask you to set up your artwork/images in this format so that they will print correctly and you will avoid undesirable results.

Do you guarantee colour matching?
All reasonable efforts shall be made by us to obtain the best possible colour reproduction on every job, but colour variation is inherent in the printing process whether printed by us or another company. Colours may vary from day to day, press to press and during a run. This is due to different press setups, types of paper, brands of ink, climatic conditions, ink coverage, dot gain and artwork design. Colours also viewed on screen will appear more vibrant compared to the printed result because of the light in your monitor. Colours and sharpness will also vary depending whether the stock is uncoated or coated or if you apply a gloss or matt celloglaze/lamination. If the job is a reprint we always keep previous samples and match the colours as close as possible. Please put previous invoice numbers in the comments section.

What is GSM?
This is the weight of the paper, the higher the number the heavier or thicker the stock. For example 80gsm is often used for photocopying. 90-100gsm is used for letterhead and with compliment slips. 115-150gsm gsm is a good weight for flyers and brochures. 200gsm and above is referred to as card or board rather than paper. Heaver weight stocks may require creasing to prevent cracking when folded.

What is cracking?
Occasionally with magazines/folded jobs there can be a small amount of cracking of the paper along the fold/spine. Paper being made of fibre naturally cracks when folded depending on the grain direction and weight of the paper. If this is an issue for you we recommend avoiding heavy ink coverage in your design where the folding is to occur. With heavier weight stocks they can be creased/scored to prevent cracking.

What paper types/brands do you use?
We use a range of different paper types and paper suppliers. These can change due to price, availability etc. From time to time certain paper or card stocks may be unavailable. We reserve the right to substitute any paper or card with an equivalent type of gsm paper without notice. 

What is bleed?
This is an extra amount of the background/image which extends beyond the trimming edge of the page. This 'extra' gets chopped off when the page is trimmed to finished size. We need it so you don’t see little strips of white at the edges of the finished job. We require 3mm bleed on all jobs that print to the edge. Refer to the ‘Accepted File Types/File Preparation’ tab for more information.

Can you offer custom printing?
Yes. With so many sizes, paper weights and colour options our online shop only offers our basic products for sale. Please use the ‘Request a Quote’ tab above detailing your job specifications and we will get back to you quickly with some pricing options.

 

OCASSIONAL STATIONERY SPECIFIC QUESTIONS
Why is there a minimum quantity?

All our invites are professionally designed and printed on a digital colour press. Every job requires a minimum setup cost and less than 20 of a particular product is just not economical to design, print and package. We can supply you with a smaller quantity but you will still be charged for 20.

How much time should I allow for my wedding invitations?
Depending on the style and number of products you require it generally takes around 10-20 working days once approved. If you need them earlier or for a particular date please specify when ordering or contact us. We recommend 4-6 weeks from the time you start looking till the time you require them which allows for names and address to be collected and proofs to be sent and approved.

Should I order extra invitations for spares?
We suggest always ordering a 5-10 blanks incase of last minute guests. This also allows for errors with names by yourself or a calligrapher if you don’t have them printed with names by us. Don’t forget to order one for yourself as a keepsake! Any additional invites at a later stage may incur the minimum quantity charge of 20.

What is the cost to post the invites?
Postage through Australia Post is $0.60 for DL, A6 and 130 x 130 square envelopes. Our larger 160 x 160mm envelopes are $1.20 each to post through Australia Post. It is recommended you check at the post office the correct stamp/s that will be required before posting them.

Can you print my guest’s names on the invitations and place cards and the addresses on envelopes?
Yes. There is a charge for guest names to be printed on the invitations and place cards. There is also a charge for the addresses to be printed on the envelopes. Just select the appropriate option when ordering. We require a word file or excel file with all names and address typed exactly how they are to appear. Download our Microsoft Word ‘Guest List Guide’ or Microsoft Word ‘Guest List Guide’. There is an option to upload it upon check out or you can send it through at a later date via email. Please save your guest list as the brides full name ie ‘Guest List Jane Smith’.

Can I have one of your designs but in a different colour?
Of course please select your preferred colour when ordering. Please note colours on screen are only a guide.

Are envelopes included in your prices?
Yes. Matching envelopes are included with all invitations, thank you cards, return thanks cards and party invites. If envelope colour is not specified you will receive quality plain white envelopes or metallic envelopes if you choose metallic card stock.

Can I supply images for return thanks cards, holy cards and party invites?
Yes. Please upload any images upon checkout and we our designers will use the image to create your proof. Make sure the image is 300dpi and large enough for the area required. For more information see our ‘Accepted File Types/File Preparation’

What is the difference between Satin, Metallic and Uncoated?
Satin is a high quality white card stock, and feels very smooth to touch.
Metallic is a high quality white card stock with a Shimmering metal effect.
Uncoated is smooth white card with no coating on the surface.

Do you send out samples/proofs? 
All our proofs are provided online only free of charge. If you require a hard copy proof of your design and colour scheme. There is an additional charge. Just select this option at checkout. You can also order a sample pack prior to ordering.


Need to ask further questions? Just ask!

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