Cancellation and Refund Policy

Because boundaries are beautiful.
We're committed to delivering a luxurious, worry-free stationery experience. That means being upfront about how changes, cancellations, and refunds work.

Our approach is simple: clear expectations, fair process, and no mystery fees. If it's not in ink yet, we'll work with you. If it's already gone to press, it's yours, beautifully.

✧ The Summary (Because You're Busy)

Here's the quick version: no legalese, just clarity.

  1. You can cancel for a full refund of your Design Fee:

    • Before any design work starts (Studio Collection)

    • Under our Designed-to-Delight guarantee (Tailored Touch & Bespoke): after your first two proof rounds, any time before print approval

  2. Once design work begins (Studio Collection), or once print is approved (every tier), the order becomes final and non-refundable

  3. Approved spelling, layout, or content errors are not eligible for reprint

  4. If something goes wrong in production, we'll fix it at no cost to you

If you want the full breakdown (and honestly, we recommend it), keep reading.

1. Design Tiers & Refund Windows

We offer three design tiers: Studio Collection, Tailored Touch, and Bespoke. Each has its own process and refund window.

✧ Studio Collection

You're eligible for a full refund of your Design Fee if your order is cancelled before any design work begins.
Once we start layout, personalisation, or proofing, your Design Fee becomes non-refundable: it secures your designer's time and your place in our studio calendar. Studio Collection is streamlined and priced accordingly, and does not carry a money-back guarantee after proofs begin.

✧ Tailored Touch & Bespoke

These tiers are backed by our Designed-to-Delight guarantee.
If it's not right after your first two proof rounds, you can step away at any time before print approval and your full Design Fee is refunded.
Once approved for print, your order is final and non-refundable.

2. Change of Mind & Incorrect Orders

We recommend reviewing your order carefully before placing it.
If you've over-ordered, selected the wrong item, or changed your mind, and you notify us before design or print begins (depending on your tier), we'll do our best to find a solution. This may include store credit or adjustments.

✧ Changing Quantities or Stock

Need to change paper, quantities, or pieces? Let us know. We'll confirm any additional costs or timeline changes before continuing.

✧ Our Mistake? We'll Make It Right

If we've delivered the wrong item or quantity, let us know within 7 days. We'll reprint or refund. Claims made after 7 days may not be eligible for replacement.

3. Payment, Cancellations & Project Holds

✧ Design Fees & Payments

Your Design Fee begins your design, reserves your spot in our studio, and goes toward your final total. Design Fees and progress payments are generally non-refundable once design work begins, unless your order qualifies under our Designed-to-Delight guarantee (Tailored Touch & Bespoke).
This includes cancellations due to changes of mind, ordering errors, over-ordering, or unexpected circumstances.

If no design work has begun (Studio Collection), or you're covered by Designed-to-Delight (Tailored Touch & Bespoke, before print approval), you may still be eligible for a full refund. See Section 1 for details.

✧ Final Payment

Your final payment is due at least 3 business days before print production begins. Delayed payment = delayed production.

✧ Cancelling Your Order

You may cancel at any time by emailing info@felicitations.com.au.
If you don't receive a written confirmation from us within 2 business days, please follow up. Your order is still considered active until confirmed.

If cancelled mid-process, you'll be invoiced for any design or materials used up to that point.
All original creative work remains the intellectual property of Felicitations.

We reserve the right to cancel an order if communication breaks down, defined as no response to three contact attempts over three months. In that case, the project will be closed and any payments forfeited.

✧ Postponing Your Order

You may place your order on hold at any time. We'll hold your project for up to 12 months.
After that, it will be closed without further notice, and new pricing may apply if materials or vendor costs have changed.

4. After Approval: The Print Is On

Once you've approved your design for print, we begin production. At that stage, cancellations are no longer possible.
Each piece is made to order, custom-crafted, and tailored to your event. We can't reuse, resell, or refund, and we wouldn't want to.

5. Production Issues & Print Perfection

We obsess over details, and we back that obsession with The Felicitations Promise.
If anything is misprinted or flawed in production, we'll reprint it promptly, at no cost to you.

Please note: spelling mistakes, dates, or design details approved in your final proof are considered final and not eligible for complimentary reprint.
So give it one last read. A second set of eyes (or three) never hurts when your name's going to print.

6. Shipping, Delivery & Damages

✧ Shipping & Tracking

Once your order leaves our studio, your selected shipping carrier takes over. We'll send tracking information, but we're not responsible for delays, losses, or mishandling once it's out of our hands.

✧ Damaged Deliveries

If your order arrives damaged, email us within 7 days with clear photos.
We'll help coordinate with the carrier, but we can't reprint at our cost for third-party issues.

✧ Third-Party Collection

If you've arranged for someone else to collect your order, they assume full responsibility once it leaves our hands.

7. Quantities, Reprints & Rush Orders

✧ Minimum Quantities

Quotes often include a minimum order. If you request fewer pieces, the per-item price may increase due to production setup.

✧ Quantity Adjustments

Need to change your numbers? Let us know before final invoice approval. After that, your order quantity is locked.

✧ Reprints

Need extras? Reprints are treated as a fresh production run and quoted separately. Here's how it breaks down:

  • $80 reprint setup fee

  • Item cost (based on your original printing method)

  • Optional 35% rush fee, if fast-tracking is required

Rush availability depends on your printing method and timeline. We'll confirm what's possible on a case-by-case basis.

Still Have Questions?

We're here to make everything clear.
Reach us anytime at info@felicitations.com.au. We'll walk you through it, kindly and clearly, just like everything else we do.