Frequently Asked Questions

Ordering FAQ

How long will it take for my online order to be processed?

Within 24 hours, you will be sent an email which will confirm the postage costs, payment options and approximate delivery times. Please be aware that orders will not be processed until payment has been received.  If items are out of stock, they will not be re-ordered until payment has been made.

Turnaround depends on the specific product, but is generally between 2-7 days.

You will need to allow time for bank delays (ie, Direct Deposits from a bank other than Suncorp take around 2-3 days to reach our account).

NOTE: If you require your order urgently, you must let us know and we will advise whether it is possible to get it to you before you need it. Instant payment methods are: PayPal, Direct Deposit from a Suncorp account).

Shipping/Postage FAQ

Please note there is an additional charge to send via Registered Post or Express Post.

Can I collect my order?

Yes, if you are in Brisbane, Australia, you might like to arrange to collect your order from our studio at Carindale. Please note this service is available by appointment only.

Returns/Refunds FAQ

What is your Returns/Refunds Policy?

Refunds will only be given on items which are found to be faulty or if the incorrect items have been sent. If we are unable to fill an order for any reason and payment has been made, your payment will be immediately refunded.  Change of mind returns will not be accepted. Refunds will be given via the original payment method, where possible.

Invitations FAQ

I like an invitation I have seen on your website, but it's not the colour I want. Can you change the invitation colours?

Yes. We understand the colours of your invitations need to match in with the theme of your event. If you have seen an invitation design on our site and would like to alter it, please contact us and we will be able to provide you with some ideas. Colours, shapes, embellishments can all be changed.

I can't see an invitation design on your site that I like. Do you have more?

Yes!  We have many, many different options available.  The invitation designs on our website represent some of our most popular designs. These will not suit everyone's event. At By Invitation, we are more than happy to arrange an appointment to meet with you at our Carindale studio for a design consultation to come up with an invitation idea which suits you perfectly. If you are not able to get into meet us, we can communicate via email or phone.

Can I get a sample of the invitation?

Yes.  There is a fee for a one-off sample of $10 per invitation, which includes materials, printing, collation and postage.  This fee of $10 will be credited to your account if you subsequently place an order for invitations over $100.

Is there a minimum order on invitations?

No, there is no minimum order on invitations.

Do you print and collate invitations, or do I have to Do It Myself?

We are more than happy to design your invitations and stationery and provide you with all the materials to Do It Yourself. We understand that sometimes there are special circumstances in which you are not able to attend to this yourself. In this case, please contact us and we will advise on costs and timelines for getting these done.

We will try to accomodate all printing and personalisation requests, but in the case of having too many bookings, we will advise you straight away so you can make other arrangements as necessary.