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FAQ

NEW CUSTOMERS

WHAT PRODUCTS DO WE OFFER?

We are an online stationary boutique offering a wide range of wedding invitations and matching stationaries. Our products include wedding invitations, save the dates, rsvp cards, bellybands, envelopes liners, thank you cards, table numbers and other stationary paper goods.

WHO ARE WE?

We house a small team of dedicated (donut-loving) designers who lovingly create and sell boutique stationary with an emphasis on weddings and celebrations. We make a little magic with all things paper and are always looking for joy in the smallest details.

USING YOUR ACCOUNT

WHY DO I NEED TO REGISTER AN ACCOUNT?

You can browse our website without registering an account. However, you will need to register an account with us prior to placing an order; that just makes it easier for you to view and edit your order along the way! We hate spam as much as you do, therefore all information collected by us will never be sold or passed on to others. Your personal info is safe with us!

CHANGE OR UPDATE PERSONAL INFORMATION

You can change your personal information such as (email address, shipping info and etc.) under “My Account”. Make sure your information is up to date so you will never miss out what we have to offer!

SAVING YOUR FAVORITE DESIGN (S)

You can save your favorites designs and access it at any time you want by clicking on ‘my favorites’. This saves you time searching again and make it easier to help you compare your favorites.

CUSTOMIZATION

WHAT CAN I CUSTOMIZE?

We know you are over the moon to create one-of-kind wedding invitations to leave your guests whispering about it! So let’s kick start your right brainy by taking a glimpse at our hundreds of designs. 

We are happy to change colors, substitute fonts, remove and add small design elements. Just leave us a note in the “Customization Requests”

We include 3 (three) free round of changes with each order. Please note that each round of change will only apply to your selected design and cannot be changed to another design.

Please note that colors vary between monitors and printers. So we highly recommend ordering physical samples, which includes our printed color chart to avoid disappointment.  

CAN I DO A MAJOR CHANGE TOWARDS THE SELECTED DESIGN?

Please email us if you would like to discuss customization options prior to placing your order at

[email protected]. We will get back to you the soonest!

HOW MUCH TEXT CAN I FIT INTO MY WEDDING INVATIONS? CAN I CHANGE THE FORMAT?

We will do our best to accommodate your wording choice. However, adding a great deal of information is not recommended to preserve the integrity of your designs.

CAN I CHANGE THE DIMENSIONS OR SIZE OF THE PRODUCTS?

Unfortunately, you cannot change the dimension of our products line. However, you can have any shape, size or look that you had have ever dreamt of for custom designs.

CAN I CREATE A DESIGN FROM SCRATCH?

Yes, of course!  We believe anyone can be a creative cookie with some help and guidance!

Custom orders will cost more as the level of design and detailing required is more than picking-and-choosing a readily available design. But we think the end result will be worth it!

We will always try our very best to work within your budget if possible. But we will not proceed with production until you are satisfied with the design and the price. Happy customers are the juice of our business!

Our designers will work with you from scratch. We require at least a minimum of 3 months prior to the big day for any custom designs.

Please email us if you would like to discuss custom orders with us at [email protected]. We will get back to you the soonest!

ORDERING

SAMPLE ORDER

Sample orders do not include personalized text, colors or any photo changes. All samples will be shipped as what is displayed on our website’s screen.

HOW TO ORDER SAMPLES

  1. Browse through our website
  2. Select your favorite Wedding Invitations
  3. Click “ORDER SAMPLE” and add the sample to your shopping cart
  4. Make sure your shipping address is entered correctly
  5. Check out
  6. Look out for the postman for your sample order

Please note: there would be additional fees for international sample orders. 

HOW TO SHOP

  1. Log in or register for an account.
  2. Browse through our categories, such as Wedding Invitations, Save The Dates and Day of Accessories.
  3. After selecting your favorite design, choose the quantity and personalize it by entering your text or special request under “Customize Request”. Please be as specific as possible as we would love to match your ideal requirements.
  4. Add the selected design to cart and proceed to check out.
  5. Enter the payment and shipping information.
  6. TA-DA! You are done with your order!
  7. A confirmation email will be sent to you immediately.
  8. Our designers will follow up with a digital proof within 3 working days. Please approve your proof as quickly as possible so we can send the order to print. We will ship your orders 4-7 days once it has been sent to print. Once the order is out of our office, deliveries will depend on the shipping method you choose prior to checking out. Please email us if you like to discuss further us at [email protected]. We will get back to you the soonest! 

I RECEIVED MY PROOF AND I’D WOULD LIKE TO MAKE CHANGES

Yes, you can decline the proof up to 3 (three) times for each order. Please note that each round of changes will only apply to your selected design and cannot be changed to another design. Additional fees may incur after the 3 (three) free rounds.

CAN I STILL MAKE CHANGES AFTER APPROVING MY PROOF?

Sorry! We can’t make changes once you have approved your proof due to the nature of our personalized products. So please carefully review your proof prior to approving it.

PHOTOS UPLOADS & EDITING

Photos must be at least 300 dpi to ensure crisp print quality. Files must be bigger than 10MB in size.

Photos that are taken with a smart phone or downloaded from the web (such as social media) are often too low-resolution to print clearly. A quick way is to look at the file size: images that are less than 500K – 1MB are generally too small for print.

 If your photos do not meet our minimum requirements, your printed photo will look grainy or pixelated. And that’d be a shame!

Please email us if you’d like to discuss photo uploading with us at [email protected].

We will get back to you the soonest!

HOW DO I UPLOAD PHOTOS

You can send it to [email protected]. Use this title in the subject bar: “Photo Submission of (Names of Couple).” We will then send you a confirmation email that we have received your photo.

CAN YOU EDIT MY PHOTOS?

We may charge fees for extensive Photoshop work. We will contact you prior to starting your proof.

CAN I CHANGE MY PHOTO AFTER RECEVING THE PROOF?

Sorry! We can’t make changes once you have approved your proof. An additional fee may be incurred to re-work your photo if you would like to make changes.

 CHANGES AND CANCELLATIONS

Due to the nature of our personalized products we do not accept any cancellations or changes once it has been approved or shipped.

Please carefully review your proof prior to approving it. However, if we made an error while processing the printing, we will be happy to reprint the cards at no cost to you!

RETUNS, EXCHANGE AND OTHER POLICIES

RETURNS

All sales are final upon delivery and returns will not be provided.

PRIVACY

Ensuring the privacy and security of your personal information is very important to us. We do not rent or sell any of the information that you provide to Smitten With at any time.

OTHER POLICIES

Sometimes you may receive slightly more cards and envelopes than you ordered. Don’t fret about it and take it as a little wedding present from us! However if you receive less cards and envelopes than what you ordered, please inform us immediately and we will send the balance over as soon as possible.

Please email within 3 workings day at [email protected] for shortages.

 PAYMENT

Payment is due in full at the time you place your order.

paypal_logo _Pay_With

We accept Visa, MasterCard and American Express through PayPal.

 

SHIPPING AND DELIVERY

We ship via Poslaju within Malaysia and EMS for international orders. All rates are based on weight and are calculated at checkout.

DO YOU ACCEPT INTERNATIONAL ORDERS?

Yes, we do! We have clients all over the world from Australia to Hong Kong, and we’re thrilled every time to see our parcel flying out of the studio and putting smiles everywhere. However Smitten With is not responsible for any custom fees or duties incurred on international shipping. Please check with your local customs officers about rules and regulations that may apply to you.


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