You've got questions, we've got answers!
How do your semi-custom collections work?
Please refer to our semi-custom stationery guide to understand how our semi-custom stationery collections work.
Can I request a different colour palette?
We are working on offering each of our collections in various colour palettes to further customize and suit your wedding vision. If you would like to request different colours, please email us directly letting us know which collection you are interested in and what colours you'd prefer.
What currency is your shop in?
All prices on our site are reflected in Canadian Dollars.
Do you have matching invitation suites?
Not yet! This is a service we may offer in the future though. If you think this is a good idea, let us know!
I really need _______ but it doesn't look like you offer that...
Let us know if you need something that you don't see. We are open to adding items to our collections to suit the needs of our clients.
What can I change during revisions?
One round of revisions is including in your order. Please carefully check that all spelling and information are accurate. The Ephemerie will not be held responsible for any errors found after the approved proofs. You may request changes to the text but not the over all design or layout. In the event that you catch an error prior to us sending the project to print we will do our best to accommodate another round of revisions. Each round of revisions occurring after the initial complementary round with result in a $50.00 per round fee.
What if there is an error after I approved the proof?
The Ephemerie is not responsible for any errors or incorrect text that has been approved by the client. If an error is found after the project has been sent to print, please contact us immediately and we will try to come up with a suitable solution at the client's expense. If it is determined that an error has occurred at the fault of The Ephemerie, we will cover the cost of the reprint and shipping or refund the value of the piece in question.
Oh no! I ordered the wrong quantity!
If you realized you've ordered the wrong quantity prior to the proof approval, please contact us directly and we can try to update your order. If you need to adjust the quantity of an order once the project has been sent to print, you will have to place a new order for the missing quantity. Unfortunately this means that you may not receive the same quantity pricing discount you received on the original order.
What are your production timelines?
Round 1 proof will be delivered 1 week or earlier after the order has been processed and all the details have been submitted by the client. The sooner you approve the proofs the sooner we can get you your goods!
Allow for 2 weeks production time once the final proof has been approved.
Please allow for 2 weeks shipping time to get your order to you.
Total Estimated time from start to finish: 5-7 Weeks.
Rush fees will apply to orders that do not allow for our recommended production timelines.
Note* We're working really hard to perfect our business operations and shorten production times. Your patience is greatly appreciated.
What is your return or exchange policy?
Due to the custom nature of our offerings, we can not accept any returns or exchanges on completed projects.
If you wish to cancel your order within 36 hours of submitting it, you may do so, however 10% of the total invoice is non-refundable. After 36 hours, the design phased has been considered started. If you wish to cancel your order after the design phase has begun, 25% of your invoice total is no longer refundable. If you wish to cancel your order after the first round of proofs have been sent, 50% of your invoice total is no longer refundable. Once a design has been approved and sent to print the project is marked completed and can not be refunded.
Can I pick up my order?
Clients who wish to pick up their order from our Vancouver, BC studio are welcome to do that! Please let us know and we will arrange a pick up time with you once your order is ready.
Shipping 101 - What should I know?
We currently ship items across Canada and the USA.
We will take great care to ensure we package your goods so that they safely make it to you unscathed. That said, once an order leaves our studio for shipping, The Ephemerie is not responsible for any loss, delay or damage to the product. If it appears as though your order was damaged in shipping, please take pictures and email us directly so we can sort out a suitable solution.
You are responsible for all shipping charges and any applicable taxes, custom and duties fees.
Will you rush my order?!
If you need your order to be rushed please email us directly requesting a rush order. Depending on the availability of the studio, and our printer, we will do the best to accommodate the request. Please note that rush orders are subject to a 25%-50% fee on the total value of the invoice. This does not include additional fees required to expedite shipping. Orders placed outside our recommended 5-7 weeks production timeframe will be subject to rush fees in order to accommodate expedited shipping from our printers.
Who owns the design once it's produced?
The Ephemerie retains the rights to all the designs that we create. We also retain the right to post your wedding paper for marketing and social media promotion. If there is an issue with posting your suite online, please let us know beforehand.
Under no circumstances may our designs be reproduced or repurposed within any print or digital media, resold or otherwise used for commercial gain.
It's 2019, what's your official hashtag?
We can't wait to see images of our papers making their appearance on your wedding day! Please tag us on instagram @TheEphemerie or use #TheEphemerieGoods.
Is it true that you offer frames and display solutions for rent?
Yes - the rumours are true! BC locals can take advantage of our small selection of items for rent including frames and card boxes. We're going to be expanding our offerings to include creative seating charts and bigger show-stopping items. If there's something you'd love us to carry please let us know. We're open to ideas big and small.