STEPHITA SATISFACTION GUARANTEE
At Stephita we follow a straightforward customer service policy. We want you to be thrilled with your stationery! We are real people, always willing to help, and our goal is your satisfaction. If you are unsatisfied in any way, please contact us.
While we are committed to customer satisfaction, we do have some specific cancellation and return policies for certain cases. Those instances can be found below.
CANCELLATIONS & RETURNS
CUSTOMER APPROVED ERRORS OR TYPOS
We cannot accept returns or process refunds due to errors on approved proofs (e.g. typos), regardless of where the error originated. While we do our best to call attention to any errors we may see during the proofing process, final proofing is ultimately the responsibility of the client. Once approved, your stationery will print exactly as shown in the final proofs.
Should you find an error on your stationery, please contact us. We offer a discounted reprint and complimentary rush service for customer approved errors.
If your printed stationery does not match your approved proof, please contact us immediately and we will reprint the affected pieces free of charge.
Any changes or discussions to the order made over the phone during the proofing process needs to be documented by sending a proper email request so that both parties have a paper trail.
By providing your 'approval to print' instructions on the final PDF proof that you see in the email, you hearby state that you have properly reviewed all details associated with the proof (i.e. Style #, Quantity, Ink, Paper, Ribbons, Buckles, Envelopes, Upgrades, etc...)
COLORS AND COMPUTER MONITORS
We are unable to accept returns because your printed stationery does not match the colors you see on screen.
This is because all monitors display color differently and may not accurately represent how your order will print. If you are concerned about color, we highly recommend ordering a $25 sample.
If for some reason you do not like the colors you chose, please contact us. We'll be happy to work with you on a discounted reprint.
CANCELLING AN ORDER DURING PROOFING
For orders that require proofs, there is a cancellation fee of 25% or $100, whichever is greater, if you cancel your order AFTER your proofs have been emailed. This is because of the time we spend designing your custom proofs. Once completed, that part of the order cost cannot be refunded.
If you are unhappy with your proofs for some reason (we don't think you will be), just let us know! Our designers are committed to providing a fantastic design and if there's something you're just not liking, we will be happy to work with you until you're satisfied.
CANCELLING AN ORDER AFTER APPROVAL
We may or may not be able to cancel your order after it has been approved for printing. Should you need to cancel, please contact us asap. Depending on whether your order has gone into production, we may be able to cancel it and process your refund less the design costs, as detailed in the previous section.
If your order is in the process of printing, we may be able to stop it midway and recover some of the costs for a refund. If your order has completed the printing stage, we will not be able to cancel, refund, or accept a return on the order.
RETURNING CUSTOM PRINTED STATIONERY
Custom printed stationery is not returnable. This is because custom printed items are created on a per order basis and cannot be resold. Custom printed stationery includes wedding invitations, enclosures, envelopes, liners, invitations wrappers, programs, menus, thank you cards, place cards and save the dates.