CANCELLATIONS & RETURNS
At Dolkens Invitations we have a pretty simple customer service policy. We strive to ensure you’re thrilled with your wedding stationery. If you aren’t satisfied in any way, please contact us.
- If the error is from our end, we’ll fix it fast with no questions asked
- If you’re dissatisfied for any reason, we’ll happily work with you on a solution.
While we are committed to ensuring you’re thrilled with your stationery, there are some boundaries and specific cancellation and return policies we need to follow.
CUSTOMER APPROVED ERRORS
We cannot accept returns or process refunds due to errors on approved proofs (e.g. typos), regardless of where the error originated. While we do our best to call attention to any errors we may see during the proofing process, final proofing is ultimately the responsibility of the client. Once approved, your stationery will print exactly as shown in the final proofs.
If your printed stationery does not match your approved proof, please contact us and we are happy to reprint free of charge. However, should you find an error on your stationery that was on an approved proof we offer a discounted printing service.
PRINTED COLOUR VS SCREEN COLOUR
We are unable to accept returns because your printed stationery does not match the colours you see on your screen. This is because all monitors and screens display colour differently and may not accurately represent how your order will print.
If for some reason you do not like the colours you chose please contact us and we’ll be happy to work with you on a discounted reprint.
CANCELLING AFTER RECEIVING PROOFS
For orders that require proofs, there is a cancellation fee of 25% or $100, whichever is greater, if you cancel your order after your proofs have been emailed. This is because of the time we spend designing your custom proofs. Once completed, that part of the order cost cannot be refunded.
If you are unhappy with your proofs for some reason (we don’t think you will be), just let us know! Our designers are committed to providing a fantastic design and if there’s something you’re just not liking, we will be happy to work with you until you’re satisfied.
CANCELLING AFTER APPROVAL TO PRINT
Should you need to cancel or make a change after print approval, please contact us as soon as possible as depending on where your order is in the production line, we may be able to cancel it and process your refund less the design costs.
If your order has completed the printing stage, we will not be able to cancel, refund, or accept a return on the order.
RETURNING CUSTOM STATIONERY
Customised stationery cannot be returned. This is because custom printed items are created on a per order basis and cannot be resold to recoup funds.
Custom printed stationery includes wedding invitations, enclosures, envelopes, liners, invitations wrappers, programs, menus, thank you cards, place cards and save the dates.
Samples - We do not accept returns on samples as they are a way to see our work in person.