Cancellation and Refund Policy

Because boundaries are beautiful.
We’re committed to delivering a luxurious, worry-free stationery experience — and 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:

    • Before any design work starts (Mix & Match or Studio Selection)

    • Or before print approval, after completing the full design process (Bespoke Design)

  2. Once design work begins (Mix & Match / Studio Selection), or once print is approved (Bespoke Design), 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: Bespoke Design, Studio Selection, and Mix & Match — each with its own process and policy.

✧ Bespoke (Custom) Design

This is our most collaborative design process, and it’s backed by our Designed-to-Delight Guarantee.
If you’re not completely in love after completing the full creative journey, you can cancel before print approval for a full refund.
Once approved for print, your order is final and non-refundable.

✧ Studio Selection & Mix & Match

You’re eligible for a full refund if your order is cancelled before any design work begins.
Once we start layout, editing, or proofing, the order becomes final. These collections are streamlined and priced accordingly.

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 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

✧ Deposits & Payments

All deposits, retainers, and partial payments are generally non-refundable — unless your order qualifies under our Designed-to-Delight Guarantee.
This includes cancellations due to changes of mind, ordering errors, over-ordering, or unexpected circumstances (yes, even COVID).

If no design work has begun (Studio Selection or Mix & Match), or you’re working through our Bespoke process and cancel after design, 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 — and 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 back that obsession with our Print Perfection 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 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.