Terms and Conditions
Upon ordering from The Ephemerie website, clients agree to the following terms:
Process, Cancellation & Refunds
Payment will be processed in full at the time of placing the order. Once an order has been placed the client is responsible for filling out the required forms in order to provide all the details and information necessary for producing the semi-custom items. These details are due to The Ephemerie via email within 24 hours of completing an order. Due to the custom nature of our products we cannot offer full refunds, returns or exchanges on completed orders. 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.
Once an order has been placed and all the information has been provided by the client, The Ephemerie will begin work on the project. At this point the project is considered in the “design phase”. If you wish to cancel an order once the design phase has begun, 25% of your total invoice order is no longer refundable.
You will receive a round of digital proofs via email 1 week after your order has been submitted. 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.
Each order includes one round of revisions. Depending on the information provided, final designs may appear slightly different than the samples shown on our website. Please carefully check that all spelling and information are accurate. You may request changes to the text but not the over all design or layout. Final approval will come via email from the client. Once final approval has been given, the project will be sent to print and is no longer refundable in any amount.
Changes & Ordering Errors
The Ephemerie will not be held responsible for any errors found after the approved proofs. 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 will result in a $50.00 per round fee. 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.
If 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. If you need to reduce the quantity ordered, prices will be subjected to their quantity range and a per piece price increase may occur.
Shipping, Studio Pick Up & Rush Orders
We currently ship items across Canada. We are working on obtaining reasonable shipping rates in order to start servicing 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.
Please allow for 2 weeks production time once the final proof has been approved and 2 weeks shipping time to get your order to you. We estimate that total production time from start to finish will range between 5-7 Weeks.
Local residents of British Columbia who wish to pick up their orders from our Vancouver studio may request to do so. Please email us and we will schedule a time once the order is ready to be picked up.
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.
Design Rights & Ownership
The Ephemerie retains the rights to all the designs that we create. We also retain the right to photograph, distribute or publish completed projects for our marketing and promotional needs. 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.