FREQUENTLY ASKED QUESTIONS
How do I order/pay?
New clients – we can discuss making your first order via email, or social chats on insta/fb. Once we’ve agreed on costs and timeframes, you pay via bank transfer, paypal or by card (I’ll send you links), I don’t push you to pay by a certain time, but I also won’t make a start until payment is received.
Existing Clients – you can place repeat orders via my online store (or you can be an angel and keep paying via bank transfer to dodge all the other fees - just message me your order).
I would like something that I can’t see on your website, can you make it especially?
If my resources allow for it, sure! Certainly worth asking me, I’m always happy to try new stationery items. I’m constantly developing and expanding my product ranges so by all means ask about a new item. I might even add it to the shop as standard if we nail it!
How long will it take until I receive my order?
Remember that my turnaround time for making is separate to the actual dispatch time. My turnaround time is usually 10 working days (2 weeks) so order early. Working days are Mon – Fri. You’ll be updated personally if I foresee delays to the above (in the unlikely event of machinery packing in, supply delays, or sickness). Please be mindful that it’s only me designing, proofing, printing/cutting/handmaking, packaging everything so I really can’t accommodate rush orders with a few days notice - sorry! Each day I have an order queue to work through in date order so please be patient. Once you place your order it joins the back of a queue. I politely ask that once you place your order please allow the 2 weeks for it to be shipped without chasing for an update. If 2 weeks passes and you haven’t received shipping confirmation please do get back in touch. Royal Mail dispatch times and potential covid delays apply after i ship it.
I’ve left it too late and I need my order ASAP can you rush it?
Unfortunately I don’t offer a rush or priority service. I would advise that you re-order your stationery at least 2 weeks before you think you’re going to run out. (If this helps… I often beat my 10 working day timeframe, but not always and I cannot guarantee I will, but there may be a small chance I’ll ship it sooner so you can always risk it for a biscuit)
Who designs the stationery, you or me?
It can be either!
YOU can provide me the art files if you’re familiar with design apps or have a designer making them for you. By “art files” this means the entire graphic for your item so that all I’m doing is printing. I accept the following art files: JPEG, PNG, PSD or PDF format, please email your art files to email@example.com. I do not accept art files via direct messages and I do not accept screenshots. I will check they are suitable before progressing your order. If they are not suitable e.g. incorrect format or poor quality, I will recommend that you pay a small extra charge to have me replicate your files at my end for a better quality finish.
ME: If you only have a logo but need the actual items designed I would love to create your art files for you using your logo, this is the most popular option with my clients. See the price list here for costs to have me design your stationery items.
I don’t have a logo – can you design me one?
Yes I’m always happy to have a go at logo design for you. I offer 3 branding packages starting at £39 for logo design, please visit the Small Biz page for more info.
Are there postage costs?
Free postage for all orders over £30.
All other orders under £30:
2nd class: 90p
1st class: £1.50
Free collection from Galashiels every Tuesday or Saturday
I’m local to Galashiels (Scottish Borders) – how do I collect?
If you’re shopping on the online store enter code LOCALPICKUP at the checkout to dodge the shipping charge. You can collect from my home in Galashiels every Tuesday or Saturday. I will give you the collection instructions on request and tell you when it’s ready!
Delayed post – my order is late and is no longer needed, can I get my money back?
Sadly not. The short answer here is... shit happens! It frustrates us makers as much as it frustrates our lovely customers. I ask for your understanding and patience on this one as I can't be responsible or give refunds for orders which have arrived late. I'm always warning of ordering early and allowing plenty time. I can assure you that I will meet my specified shipping deadlines, meaning I will make and get your order posted in time, but the actual dispatch time thereafter lies with Royal Mail, and since our pal Covid came along the post is pot luck. Mostly it’s really quick, but sometimes it’s really slow, like 3 weeks for first class kind of slow! I have info clearly displayed online asking for no rush or priority orders, warning of postal delays, asking for your patience. So if the post is delayed, I’m sorry but I can’t refund purely on that basis.
Do you accept returns/cancellations/exchanges?
Returns or Exchanges - No returns or exchanges accepted for customised orders or digital designs. If your items arrive damaged in the post however, please send me clear photos of your damaged items within 24hours of receiving them and I’ll look into refunding appropriately or arranging free replacements. I do accept returns/exchanges for non-customised, ready-made designs providing they are returned within 14 days in an acceptable re-sellable condition, and you cover the return postage.
Cancellations - You have 24 hours after placing your order to cancel at no cost, thereafter it depends on whether I’ve started your order or not. It’s considered on a case-by-case basis.
Can you print Tissue Paper?
Unfortunately not. I offer transluscent Vellum and kraft brown paper wrapping sheets which are both thicker and smaller in size than your standard tissue paper sheets. Both can have your logo printed on them.
Other items I’m unable to offer: Greeting Card printing, Ribbon/Tape printing, Shiny foiled printing, white inks, spot uv printing, embossing/debossing, printed boxes, borderless printing (e.g. any full colour or full page graphics will always have a small white trim around the edge)
What do you mean by being an eco-friendly business?
All my materials used to make your stationery are either recycled post-consumer waste, recyclable, biodegrable or compostable.
My packaging is re-used where possible, and always entirely plastic free.
I have taken the Naked Cards pledge ensuring I never use or source those pesky, cellophane, plastic display bags for my greetings cards!
You can read about my eco friendly efforts in more detail here
Do you do bespoke art commissions?
I used to do a lot of bespoke art prints, however, recently due to increased demand for other areas of my service I’m finding I have less capacity to book these in now. I’m still happy to consider these requests though as you may catch me during a quiet spell, they’re never off the table! Prices for bespoke artwork starts at minimum £30.
Do you have a physical shop?
No, I run Rustic Rascal from my home in Galashiels. And once the world returns to normal you're more than welcome to visit to discuss your requirements, see samples in person, join me for cuppas and cakes.
I have seen something elsewhere online, can I ask you to make it for me?
Ooh cheeky! Whilst I’m happy to see your ideas, I cannot produce direct copies. We have to respect the work of the original creator. I'm happy to take inspiration from it and create you something unique, however. But if you're looking for the exact same thing, i love that you have asked me but i will advise you to approach the original seller.
Wedding Invitations - Can you help?
For 2021 - i'm fully booked for wedding invites right up until December 2021 - sorry. This is because my capacity for them has reduced whilst my other services have become increasingly busy. 2021 is likely to be my last year doing wedding stationery. I won't stop smaller wedding items like stickers and cards though going forward.