Frequently Asked Questions 

How can we help you?

Select below

How do I place an order? 

Once you have decided what you want, you can order directly through this website, or by email. Please be aware that payments need to be made in full before production starts.

 

For Invitations and other personalised items;

 

We always recommend that before placing your order you know; what colour scheme you would like, the amount of invites needed, as well as whether you want us to label the invites and envelopes or leave them blank for you to complete. We would also need the date and location of the event as well as any other additional information you would like to include in your invitation. 

How long does an order take to ship? 

We always do our best to ensure that all orders are produced and shipped as soon as possible. In some instances we have more orders to get through than at other times. We will always let you know when the order is likely to be ready for shipment at the time of confirming your proofs. 

I've made a mistake with my order, can I change it?

There are some instances where it will be possible to change your order, be it address or personalisation wording. In order to ensure the best outcome as soon as you are aware of the mistake , please let us know by email. To make it easier for us to identify your order please quote the order reference located on your confirmation email. 

My order has arrived and it's broken - What do I do? 

We’re really sorry that your item has not arrived in one piece. We do our best with packaging each item ordered to ensure that this situations happen few and far between. We will do our best to try and solve the problem. 

The quickest way to help you with anything that was broken and/or damaged during shipping, is for you to email us a photograph of the items and the box that it was delivered in. We will respond to you with a result within 3 working days with possible solutions. 

I need my order now - Can I pay for faster delivery?

We despatch finished products to our couriers as soon as they’re made, in order to get them to you as quickly as possible. We always try to be a little speedier but the despatch times we quote are a good indication of the time it takes to create our personalised items. If you would like a speedier delivery service, it may be possible for a nominal fee. To arrange this please email us and we will send you a quote with available services and the prices related to each service. 

Do you offer gift-wrap services? 

Unfortunately we do not offer a gift wrapping service for any of our items at this time. We are able, at your request to send cards to your chosen address without any detailed information including the price of the order.  

Are you products recyclable

All the pearlised paper used by Cre8iveLeigh is recyclable and produced with 40% post-consumer waste fibres, (FSC registered). The  FSC certification implies that the pulp used for the manufacturing of the paper will be sourced from forests managed in accordance with the Forest Stewardship Council.

Cre8iveLeigh will always choose the most environmentally friendly option, this includes our packaging. There are times when to get the finished product we are unable to completely offer recyclable item; i.e. glitter, or diamante embellishments. We recommend in these instances to separate the invite and then recycle appropriately.  

How do I personalise my order?

You are able to personalise your orders either when you order directly or directly with us by email. All products have a limitation with regards to characters available, although this is not visible on the website at the moment, this feature in 

I've made a mistake with my order - Can you fix it? 

Mistakes happen and we’ll try our best to amend your order, however, on occasions we aren’t able to make any changes. This is usually because the item you’ve ordered has already gone into production.

Please get in touch and we will do our best to help.

Can I personlaise in another language?

We try to accommodate all languages, however some font types do have not special characters. In order to we would confirm your written text has the correct symbols in your chosen font type. For this reason we ask that you thoroughly pay attention to the spelling and grammar of the proof before confirming the order. 

There isn't enough space for my personalisation

If you have received notification alerting you to there not being enough space for your personalised text, we would offer some alternatives in order to accommodate you. This should in no way impact the design or the overall look of the items ordered. If there are no suitable alternatives offered, you are entitled at this point to a full refund. Please let us know by email, confirming your transaction number so that we may locate you in our system. Please be aware, your items will not be sent to production if you have not accepted the alternatives/proofs. 

I don't know what I want but I have a budget

You are always welcome here! Send us an email and let us know what your budget is, what type of product you are interested in and how many you would need. It would be helpful to our design team if you could be as specific as possible when describing, colour, special features etc. Feel free to use inspiration from our website to help. 

I gave the wrong delivery address - Can I change it? 

Thankfully all our products are made in-house, so it may be possible to change the delivery address, if the item has not already been shipped out. Please email us directly and let us now the new address as soon as you realise. Please be sure to include the transactions number so that we can locate your order in the system. 

Can I choose a delivery date and time? 

Unfortunately it is not possible to select a date and time for delivery with us. Depending on where the item is being shipped, you may be able to arrange this directly with the couriers once your tracking number has been provided. 

Where do you deliver to? 

Currently we deliver to Europe, the UK and to the USA. If you are outside of these areas, send an email and we will give you a quote on the shipping costs. It is your decision if you would like to take the shipping options presented to you. If you do decide to accept, payment needs to be made in full within 3 working days. 

Who is responsible for any customs charges? 

You are solely responsible for paying any and all custom duties in order to receive your product(s). We cannot predict how much it will cost, nor can we say if you will have to custom duties associated with your order.

How do I return my order? 

Please get in touch and we’ll see how we can help. Sometimes we’ll be able to solve the problem, whilst on other occasions we might ask you to send us a photo of the item.

Unfortunately, we can’t accept returns of personalised items unless the products are faulty. Please contact us and we will try to solve the problem.

I would like to cancel my order?

It is possible to cancel your personalised order before you have confirmed the proofs without any reason or notice, In this instance you will get a full refund including shipping. To do this please send an email with your transaction number requesting the cancellation.   

 

If you have received a product that you did not order, or the product is different from the proof that you confirmed (not accounting for monitor colour differences) you are within your rights to request a full refund. This can be requested by sending an email detailing the error as well as a photograph of the items you  received. 

Can I exchange my items? 

Personalised items cannot be exchanged as they are personal to you. If your item was not personalised, you are able to request an exchange by email. You will be responsible for any additional costs including shipping of the unwanted product and the shipping of the new item(s). Any differences in price will be added or subtracted as necessary. Please note that all returned items must be in an unused and resell-able state in order to qualify for any exchange or refund. 

I changed my mind - can I get something else? 

We ask that before you place an order with us you are as sure as you can be that you would like the items being ordered. There are various stages where it may be possible to change your mind without any problems. However if you have already accepted the proofs for personalised items, changing your mind may include further costs, especially if production has already started. Either way we aks that you contact us as soon asyou have any doubts and we will do our best to help you. 

How do I arrange a refund?

Refunds are given only once we have the items back in our possession, unless items are broken in this instance, please check orders section "my order has arrived and it is broken for what to do next. 

Refunds can be partial or full, this will be discussed and agreed upon with you once you have contacted us with regards to your issue. Refunds will be issued using the payment method you paid with. We cannot give cash refunds, nor use another card to refund the money. 

Where is my refund? 

We will issue all refunds within three working days of it being requested and agreed. It may take longer to clear with your bank or credit card, so if you are expecting a refund, it may be on hold with your card operator and take a few days to be shown in your account. 

I can't see my question 

If you have a question that is not listed here, please check our Terms and Conditions for our policies. If not, you can email us and we will respond to you within 3 working days.