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?
Book me for a Dedicated Design Slot and i'll design your stationery items! Even if you already have your own logo and just need all the other bits put together for stickers, mini cards, wrapping sheets for example... just fire me your logo* and drop me an email! i'm happy to hear your ideas. When creating your items i'll try my best to font match and colour match from your logo provided to stay on theme! You'll get to see drafts of my ideas and have opportunities to tweak it until you're happy! I'll then print and make and ship them for you. *see next FAQ for acceptable file formats when sending me your logo
How should i send you my logo?
I accept the following file types: PSD, AI, PDF, PNG and JPEG (high resolution, minimum 300dpi). Via email please, not via messenger or DM's. If you're unsure of the above i'm happy for you to send me what you have and i'll have a look, i'll advise if i foresee any issues. The main issue when your file types aren't right is blurry and crap printing quality, which we need to try and avoid.
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. Book me for a Flexi Logo Slot from April 2021 onwards - very limited availability and fully booked for March 2021.
Are there postage costs?
Free postage for all orders over £30.
All other orders under £30 - varying postage will apply based on order weights.
Free collection from Galashiels every Tuesday or Saturday*
*see next FAQ about dodging the online shipping fees when collecting
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!
COVID QUESTION! 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.
I'm also a small creative business - can you print my cards and print products for me?
I'm afraid not, I'm not looking to be a purely print service. I'm keeping my printer for in-house creations only now, thanks for your understanding!
Can you print Tissue Paper?
Unfortunately not. I offer translucent 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, then pack and ship it, are either recycled post-consumer waste, recyclable, biodegradable 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! I never use sellotape - hate the stuff - i use kraft biodegradable tape instead. Even my Royal Mail shipping labels are 100% recycled, biodegradable and vegan too!
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! But did you know it was cheeky?! You may think this is a harmless question if you're not a fellow creative and have just seen something and thought "oh i'll ask Rach at Rustic Rascal if she can make that!" - and really - i'm flattered!! But this is actually a big fat no no within the small, creative community. Firstly - ask yourself how to original seller might feel about this? 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 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.