Frequently asked questions

How many invite suites will I require?

Enough for each household on your guests list, plus at least 10 extra for if your guest list varies leading up to the event.

What's the turnaround time for orders?

When you submit your enquiry, you will be asked to advise your delivery month. This relates mostly to invitation suites but we also need to know a delivery month for signage, order of events/service, placards etc. Advising this information helps to secure your spot in our schedule. Should your delivery month not fit into our schedule due to already being booked out, supplier delivery timeframes or other factors; we will let you know if there is something we can do. Generally we need a minimum of 3-4 weeks turnaround for most orders (larger orders or complicated artwork designs, may require longer). If you require your order less than this timeframe, please contact us and we will advise if it can be achieved; please note a rush fee may be applied to these orders. We may face delays with professional print shops, stock availability and supplier delivery timeframes. Should there be an issue, we will always communicate this to our customers and should this affect your event planning, we will discuss the options with you personally based on the situation, should it arise.

When should I send my invitations?

Below is a guide; but please take into consideration that people need to take time off work, possibly find baby sitters, may have to travel and/or book accommodation for your event. We believe, more time is better. Destination Wedding - Save the Dates: minimum 12 months, Invites: 6-9 months Save the Dates - 8-12 months Local Wedding - 3-6 months (if sending save the dates), or 5-8 months (if sending invite only) Engagement Party, Elopement Celebration Party - approximately 3-4 months Birthday Party, Baby / Bridal Shower, Baptism / Christening - minimum 6-8 weeks Hens / Bachelorette / Bucks Weekends - minimum 3 months

What are the payment terms of my order?

A 50% non-refundable deposit is required upon acceptance of your invoice and our terms & conditions. The remaining payment is due at the commencement of production. Some orders may require full payment to commence work depending on the nature of your order. Your deposit covers the time spent working on your designs, along with securing your spot on our schedule.

Do you do international orders?

Our digital downloads available for purchase on Etsy can be delivered anywhere as long as you have an email address! We can do international orders for custom orders; however this is dependant on the ability of delivery services, your location and the postage costs to you as the customer. Please note that pricing is in AUD$.

Can I rush my order?

This is completely on a case-by-case basis. Please get in touch with us ASAP if you need to rush your order; as it will depend on current workload, type of products you are ordering, if we need to order products from suppliers etc. Please note there may be a rush fee involved (cost depending on order). We will invoice you for this fee if we are able to rush your order. Rush fee will need to be paid in addition of standard costs, before work commences.

Terms & Conditions

Please read through the terms & conditions and the FAQ carefully before placing an order. Placing an order and paying will be your acceptance to all Terms & Conditions and FAQ information. Should you have any questions or queries regarding these, please let us know.

All pricing is in AUD $.

Turnaround Times

We will ask for you to select a delivery month. Should your delivery month not fit into our schedule due to already being booked out, supplier delivery timeframes or other factors; we will let you know if there is something we can do.

We need a minimum of 3–4 weeks turnaround for most orders (larger orders, intricate products or complicated artwork designs may require longer). If you require your order less than this timeframe, please contact us and we will advise if it can be achieved; please note a rush fee may be applied to these orders.

Communication & Client Responsibilities

Jaelyn Florence Design Co. aims to respond to all enquiries, emails, and client communications within 1–3 business days during normal operating hours, unless on leave (please check our social media for updates). Response times may be longer during peak wedding and event seasons, public holidays, weekends, or periods of high demand. We appreciate your patience and understanding during these times.

To ensure orders progress smoothly and within the required timeframe, clients are responsible for providing all requested information, approvals, wording, and feedback promptly. Delays in communication, approval and/or payment may impact production schedules and delivery estimates.

Where multiple reminders for outstanding information, approvals and/or payments go unanswered for an extended period, we reserve the right to place the order on hold until communication resumes. Significant delays in client communication may affect the original delivery timeframe of your order and/or incur additional rush fees if production timelines need to be adjusted.

Orders that remain inactive for more than 30 days due to lack of client communication, missing information, unpaid invoices, or outstanding approvals may be cancelled or archived at the discretion of Jaelyn Florence Design Co. Should a client wish to recommence the order after this period, additional design, administration, or rush fees may apply depending on the status of the project and current production schedule.

Delivery, Shipping & Delays

While every effort will be made to complete and deliver orders within the estimated timeframe, Jaelyn Florence Design Co. cannot guarantee delivery by a specific event date where delays occur outside of our control, including delayed client responses, supplier issues, courier delays, weather events, or production complications.

For orders that require the customer to arrange postage themselves (e.g. save the dates, invitations, RSVP cards, and other stationery items), Jaelyn Florence Design Co. is not responsible for providing postage information or guaranteeing postage requirements. This includes, but is not limited to, postage pricing, weight classifications, size restrictions, postage methods, mailing requirements, or delivery timeframes. We recommend contacting your local post office or postal provider directly to obtain the most accurate and up-to-date information prior to mailing.

Clients are responsible for ordering within appropriate timeframes and responding promptly to proof approvals and requests for information. Should there be an issue, we will always communicate this to our customers and should this affect your event planning, we will discuss the options with you personally based on the situation, should it arise.

Once orders have been dispatched and lodged with the postal or courier service, Jaelyn Florence Design Co. is not responsible for shipping delays, lost parcels, damaged parcels, or delivery issues caused by the carrier.

Customers are responsible for ensuring all shipping details and addresses provided are correct. Additional fees may apply for returned parcels or resending orders due to incorrect information supplied by the customer.

We strongly recommend allowing additional time before your event date for unforeseen shipping delays that may occur outside of our control.

We shall not be held liable for delays or inability to fulfil obligations due to circumstances beyond our reasonable control, including but not limited to natural disasters, illness/injury, supplier shortages, equipment failure, power outages, transport disruptions, or government restrictions.

Colours, Materials & Product Variations

Every effort is made to accurately display and photograph colours, textures, finishes, and materials used in our products. However, due to differences in screen settings, device displays, lighting conditions, print processes, fabric dye lots, and material availability, slight variations may occur between what is viewed online and the final product received.

Please note that colours may appear differently across digital devices and printed products. Variations can also occur between separate print runs, suppliers, substrates, and production methods. For example, stationery printed in-house may differ slightly in tone or finish from professionally printed signage or foamboard products.

Certain materials and handmade items may naturally contain slight imperfections, texture differences, minor alignment variations, creasing, or inconsistencies that are considered normal characteristics of custom-made products and not faults.

Fabric signage and textile products may arrive with natural folds or creases from packaging and transport. We recommend steaming or hanging fabric signage prior to use where appropriate.

Where substitutions are required due to supplier availability or discontinued stock, we reserve the right to replace materials, envelopes, cardstock, ribbons, or embellishments with the closest available alternative of similar quality and style.

Custom Artwork & Design Process

If you are wanting custom artwork on your invitations/stationery; we may outsource this to another artist. There will be a fee incurred on top of your package price depending on the scope of work.

There are limitations for custom orders, please obtain inspiration and/or provide a detailed description of what you are after. You can often expect lots of communication from us about your custom order; as we like to make sure we have all the details to create the design you are after.

When providing inspiration to us, please note this is INSPIRATION and we will not do exact copies of something that isn't our work.

We will not disclose font names, colour codes or share clipart pictures in order to retain our designs and in keeping with copyright and licensing requirements.

Proofing & Approvals

All personal details for each order will be edited based on the information provided.

It is the customer’s responsibility to carefully review all proofs before approving them for production, including spelling, grammar, punctuation, wording, dates, addresses, colours, sizing, and layout.

Approval of proofs confirms that all details are correct and authorises production to begin. Jaelyn Florence Design Co. is not liable for errors identified after approval has been given.

It is your responsibility to contact us for amendments. Reprints or amendments required after approval may incur additional charges.

Should you change your mind on the design after your proofs have been approved for production; we will not be able to redesign the work without starting again.

Design change of mind prior to production and proof approval is part of your unlimited proofing (although, it is important to have a clear vision in mind from the beginning so you don't make the process overwhelming for yourself).

Payments, Deposits & Refunds

Your deposit is non refundable to cover the time spent working on your design and securing a spot on our schedule (therefore we are forfeiting other potential business at that time).

Due to the personalised nature of custom stationery and signage, refunds or exchanges are not available for change of mind once work has commenced.

All prices and inclusions are subject to change at any time without notice. If you have accepted your invoice and paid your deposit then your pricing is locked in, pending if you add extras to your package.

File Retention & Reorders

We are not obligated to retain design files indefinitely after completion of your order. Reorders may incur setup or redesign fees.

Copyright & Intellectual Property

Exact copies of our products may not be reproduced. Unauthorised reproduction, imitation, or uploading of our work to AI generation platforms is prohibited and may result in cancellation of services without refund.

All custom designs, artwork, layouts, and concepts created by Jaelyn Florence Design Co. remain the intellectual property of Jaelyn Florence Design Co. and are for personal event use only unless otherwise agreed in writing.

Should you be utilising logos or photographs on your order; it is the customers' responsibility to obtain copyright permission from the owner of that material.

Marketing & Portfolio Usage

Jaelyn Florence Design Co. reserves the right to reproduce/post any part or all of any work made by us for marketing purposes on our website and/or social media, and/or created as a template; unless strictly advised otherwise by the client on their enquiry form.

Australian Consumer Law

Nothing in these Terms & Conditions excludes rights available to consumers under Australian Consumer Law.