|
|||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
| 1. | How do I order? |
| Print the order form. Make your selections as you view the styles, patterns, papers, colours and fonts online. Complete the rest of the order form (indicating your personal contact information and quantity required).At this stage, payment needs to be made (booking and sample fee of R320.00). Our banking details appear on the order form.Fax/email the signed order form on the fax number/email address provided on the form, together with your proof of payment (for R320.00). We will acknowledge receipt of your order via email (usually within 24 hours) and confirm that your sample will be dispatched within 3 working days. If you're happy with your sample, 50% of your invoiced order will be payable as confirmation for us to proceed. | |
| 2. | How do I follow up my order? |
| Contact us via email: offtheshelf@rubygrey.co.za or telephone: +27 11 452 4664 for assistance.Note: our office hours are Monday to Friday 08h30 to 17h00. Selected Saturdays 09h00 to 13h00. Should your call or email be received out of business hours, we will respond on the following working day. | |
| 3. | I faxed my order a few days ago but I have not heard from you. What should I do? |
| You will receive an email acknowledging receipt of your order within a working day. In this email we will confirm that your sample will be sent to you within 3 working days. If you have not received this email, it's possible that we did not receive your faxed or emailed order due to reasons beyond our control. Please call us immediately so that we can be made aware of your order and proceed without further delay. | |
| 4. | I don't live in South Africa. Can I still order from your Off the Shelf selection? |
| Not at this stage. Our Off the Shelf orders are available to South African customers only (ZAR currency transactions only). We hope to be offering our range internationally soon. Visit us in the near future. | |
|
|
|
| 1. | How will I receive my sample? |
| Your sample will be posted via registered mail with the South African Post Office to the postal address provided on the order form within 3 working days of receiving your order and sample payment (R320.00). A tracking number will be provided. | |
| 2. | Will my sample be as per my order selections? |
| The sample posted to you will be assembled in your preferred invitation style and colours with your preferred pattern and font. Sample wording will be printed on the text page. | |
| 3. | Will the sample show my wording layout? |
| No. Sample wording will be used. Layouts using your wording will be emailed to you for approval only once the full order has been secured with your 50% deposit payment and your wording has been received. | |
| 4. | I've just received my sample. I'd like to change my paper choice. Can I get another one? |
| Yes, additional samples are available to order at a cost of R95.00 each (VAT incl). Note that this may cause delays. | |
|
|
|
|
|
|
| 1. | When do I need to pay? And how much? |
| Initial payment: Payment for your booking and sample (R320.00 incl VAT) is payable when placing your order. Proof of this payment needs to be supplied together with your order before your sample is processed.Full order payment: Together with your sample, an invoice for your full order will be supplied. Should you choose to proceed, a 50% deposit payment (non-refundable) will then be due as indicated on the invoice. Receipt of this payment will be considered confirmation that we may proceed with your order. The balance payment will be due on completion and needs to be made before your order is dispatched. | |
| 2. | How do I make payment? |
| The following payment methods are accepted: - Electronic Transfers via internet banking - Cash payments/deposits - Cheque depositsKindly note that cheque payments may cause delays as they can take up to 7 working days to clear. Until a cheque has cleared, your payment will not be regarded as received. Regret, we currently do not accept credit card payments. |
|
|
|
|
| 1. | How long will my order take? |
| Your sample will be posted within 3 working days from receipt of your booking and sample payment (R320.00). Artwork layouts will be emailed within 5 working days of receiving your wording. Orders will be completed and ready for dispatch within 7 - 10 working days from receipt of your signed-off layouts. Provided there are no unexpected delays, orders generally take 2 to 3 weeks. | |
| 2. | Your website indicates limited bookings available for this month and next? What does this mean? |
| We accept a certain amount of bookings per month only to ensure that high quality standards are maintained. The notice you have read indicates how many bookings are still available in the months ahead. If we are fully booked, the timeline as described above may be affected. We will advise you of the next available booking date. If you require your order in a fully booked period, we may be able to assist you - see 'rush jobs'. | |
|
|
|
|
|
|
| 1. | Can you help us find the right wording? |
| Yes, you will find a wording suggestion PDF to download on our website to assist with invitation wording. Suggestions are also available for couples choosing to request money in lieu of gifts. | |
| 2. | Once I've received my layout on email, can I still make changes to my wording? |
| Yes, we allow for 2 changes. Additional changes will be billed for at R320.00 per hour. Once you have signed off your layout, no further changes are possible. We may begin printing as soon as your sign-off has been received. | |
|
|
|
| 1. | Can you address my envelopes? |
| Yes, you can have your envelopes addressed at an additional cost (see order form). | |
| 2. | Can you personalise my invitations with my guest's names? |
| Yes, at an additional cost (see order form). | |
|
|
|
| 1. | I need my order urgently. Can you help? |
| Yes. Our turnaround time is 2 to 3 weeks from receipt of your deposit payment. If you require your order to be dispatched in less than 10 working days a rush job option may be available, depending on our current production schedule. Rush jobs incur a surcharge of 15% of the total order amount before VAT. Please advise us urgently if you need to place a rush job order so that we can do all we can to accommodate your request. | |
|
|
|
|
|
|
| 1. | How will delivery take place? |
| Samples are posted via registered mail using the South African Post Office (tracking numbers will be provided).Orders are delivered to a physical address of your choice by courier. Delivery is included with the exception of addresses falling outside major RSA city centers (or international), which will be subject to additional delivery charges. | |
| 2. | Can I collect from you to save time? |
| If you prefer to collect, you're welcome to do so. We are based in Johannesburg. Note, however, that choosing to do so will not result in a discounted delivery fee. Prior arrangements need to be made for collections. Office hours only. | |
|
|
|
| 1. | Can I make an appointment to see you and go through my order? |
| RubyGrey's Off the Shelf collection facilitates an online selection and ordering process only. Orders requiring consultations of any kind, or customisation not available within the options, fall outside of this facility and will be regarded as a custom enquiry. Off the Shelf package prices therefore will no longer apply. | |
| 2. | I have a specific invitation in mind. Is it possible to request a custom design? |
| Yes, however this will require a customised quotation. Off the Shelf package prices therefore will no longer apply. Contact us to discuss your specific requirements or to make an appointment. | |
|
|
|
| 1. | Where can I view client testimonials? |
| We pride ourselves in our quality and service. Visit our blog, where you can read comments from previous bridal couples who have shared their experience with RubyGrey. www.rubygrey.wordpress.com | |
|
|
|
|
|
|
| 1. | I also need menus and other stationery for my wedding day? Can I order additional items from you? |
| Yes, we can offer you all the additional stationery you may require including ceremony leaflets, confetti cones, menus, seating plans, name place cards, gift tags, thank you notes, gift boxes and more. These will be designed to match your invitations. | |
|
|
|
| 1. | Do you have a minimum quantity? |
| Yes, for Off the Shelf packages, the minimum quantity is 30. For customised invitations, however, there is no minimum order. | |
| 2. | Your largest package is for 200 invitations. I need more than this. What do I do? |
| Advise us of your total quantity required and we'll quote you accordingly. | |
|
|
|
| 1. | What is your cancellation policy? |
| Sample payments and deposits are non-refundable and will be forfeited in the event of a cancellation. Refer to our Terms and Conditions. | |
| 2. | My guest numbers have changed. Can I change my initial quantity ordered? |
| Your initial order is regarded as a minimum quantity. You may order additional invitations, but cannot reduce your quantity after your 50% deposit is received. | |
| 3. | I don't need envelopes. Will they be discounted? |
| No. Package prices are all inclusive and not negotiable. They have been structured to offer you the best price possible. The removal of any items will not result in a discount. | |
| 4. | If I've ordered a sample but I choose not to proceed with the full order, what do I do? |
| At this stage, you may elect not to proceed. You are not obliged to make any further payments. Your booking will be cancelled. | |
|
|
|
|
|
|
| 1. | I have a specific colour scheme and I'd like my invitation paper to match. Can I have any coloured paper? |
| A wide range of coloured papers is available to choose from. If you're not sure how to bring your colour scheme into your invitations, please let us know and we will gladly make suggestions | |
| 2. | How will you incorporate my colour scheme? |
| Your invitation will be designed with your colours in mind, and will be carried through with the use of papers, a coloured pattern print and printed details as well as ribbon. If you're unsure and would like to discuss options, please contact us for assistance. | |
| 3. | What paper do you use? |
| All of our papers are of high quality and are either locally produced or imported from various paper mills worldwide. Cardstock (240 to 300gsm) is used for outer cards and paper stock (120 to 180gsm) is used for the text pages inside the invitation where applicable. | |
| 4. | I require my invitations to be printed in a language other than English. Is this possible? |
| Yes, provided you supply your wording in a digital format. Remember, the onus will be on you to proof-read and check grammar, spelling etc. before signing-off your artwork for print. | |
| 5. | What print method do you use? |
| All our invitations from the Off the Shelf collection are digitally printed. Specialised printing, such as foiling, embossing, raised prints and metallic inks are only available for custom orders. See 'Appointments and Customisation'. | |
| 6. | We have 2 favourites and can't seem to decide which one we want. What do we do? |
| An additional sample can be ordered at a cost of R95.00 (incl VAT). Consider ordering an extra sample in your second choice to help you decide. | |
| 7. | I need to include an additional page in my invitation for directions. Can I add a page? |
| Yes, additional inlay pages or inserts for directions, maps, accommodation info etc. are available at an additional cost (see order form). | |
 |