FAQ - Ordering & Security.

Below we hope to answer your Frequently Asked Questions. If you cannot locate the answers, do contact us on Tel UK: 0844 335 0620 (BT 5p per min); outside the UK: +44 5603422349; or by email: team@honeytreepublishing.com

How long will my order take to get to me?

If you opt for standard UK delivery, you order will take between 4 to 6 working days to get to you from the day of dispatch. (Please see turnaround time in the FAQ: How long will it take to produce my order? What does turnaround time mean? and also in our Terms & Conditions ).

Once your order is dispatched, you will be sent a dispatch notification e-mail to confirm this has taken place.  

If you have not received your items within 4-6 working days of this email (UK) or within 10 working days for worldwide delivery, please contact our Customer Service Team.

We do provide a UK Express Delivery service (*which guarntees next day delivery by 1pm if you place your oder by 12 noon the day before) with no compromise on the quality of those products displaying the Red Express 24hr icon.

*The following items are not available for our UK Express Delivery service:  Wedding Boutique and Bespoke Studio orders, and commissioned artworks.

Telephone support / opening times
How long will it take to get my order? What does turnaround time mean?

By turnaround time we mean the amount of time it takes us to produce an order in our Studios and prepare it for shipping. It does not include the time spent in transit whilst being shipped. Due to the fact that all orders are bespoke and printed on demand according to customer requirements, we operate the following anticipated turnaround times:

 

2-3 business days (then UK standard delivery within 4-6 business days)


Wedding Boutique products: 8-10 days (from sign off)

 

Save the Date, Engagement, Hen and Stag Invitations: 4-8 days

 

If your order doesn't display the UK Express Delivery option yet is time sensitive, please ensure that you call us to enquire about our current turnaround times and our Express options and we will do all we can to help.

Placing an order

HoneyTree Publishing Ltd must receive payment for your total order. Once payment has been received HoneyTree Publishing Ltd will confirm that your order has been received by sending an e-mail to you at the e-mail address provided by you at registration. This e-mail will confirm acceptance of the contract by us. The delivery/shipment e-mail will include your name, order number, terms and conditions and the total price. HoneyTree Publishing Ltd's acceptance of your order brings into existence a legally binding contract.

If an error or inaccuracy is discovered with regards to the advertised price or description of the goods that you have ordered, we will contact you as soon as possible by e-mail. This will be to inform you of the correct price or description of the goods, and to ask you if you wish to continue with the order at the amended price, or to cancel the order altogether.

Can I cancel my order?

Once we have confirmed your order by e-mail you will not be able to cancel the order as the service provided is a bespoke service with goods being designed to your own specification*.

Please contact us before placing an order if you require clarification as to products that are made to a customer's own specification. Your normal legal rights will not be affected.

The shipment e-mail will include your name, order number, durable terms and conditions and the total price. HoneyTree Publishing Ltd's acceptance of your order brings into existence a legally binding contract between us on these terms shown as Regulation 13 section 3.38*:

'Instances where cancellation rights do not apply' from the OFT Distance selling guidelines 'where HoneyTree Publishing Ltd supply goods made to the consumer's own specification'.

Do the credit/debit card details have to match my name and shipping address?

No, you can have your order delivered/shipped to a completely different shipping address which does not have to match your credit/debit card details. 

Please note: we are only able to deliver to one shipping address per basket.

Do you send proofs for Wedding Invitations?
How do I redeem a Gift Voucher or use a Voucher Code?

As we only 'print on demand', any offers from us are genuine discounts on your selected stationery - we don't do 'sales'.

To use a gift voucher or assigned voucher code:

When you have chosen and formatted your order, you will see on the checkout page, below the details of your order, the words, 'if you have a promotion code please enter it here'.

Just enter your code in the box provided, then click on 'Submit' and your discount will be applied.

How do I save my designs / layouts?
How do I unsubscribe?
How do I view proofs and my order history?
How far in advance should we order our wedding stationery?
How many invitations should I order?

Remember when ordering your stationery that although you may be inviting 80 guests you will not need 80 invitations. Lots of your guests will be couples who can be given one invitation, as can families who live at the same address. However, it is a good idea to order a few extras (for both day and evening, if Wedding Invitations!) to allow for any mistakes when addressing them. You may also find that some of your guests may be unable to attend and so you should have some extra blank invitations to hand so that you can invite people on your reserve list.

The same 'contingency rules' apply for Save The Date Cards, RSVP Cards and Thank You Cards. Also there may be people who you know will be unable to attend, but who would still appreciate the thought of receiving an invitation.

How may I order without envelopes
How may I Re Order a previous purchase
I am having a technical issue with my order, what should I do?

Please contact our Service Support Team on Tel: from UK: 0844 335 0620 (BT 5p per min); or from abroad: +44 5603422349;  or by e-mail: team@honeytreepublishing.com. If you can note the browser you are using whilst shopping this will assist us greatly e.g. Internet Explorer 7, Firefox, Chrome etc.

I am having trouble making a payment

Firstly, all of your designs and preferences will be logged in your basket, so they will be saved, don't worry! Sometimes the merchant (World Pay or PayPal) experiences a glitch and this can impede the payment process, so we ask you to be patient and to try again at a different time. If you are more comfortable paying by cheque or over the phone, we are also able to accept these payment methods.

If you have any further questions, please call us. From the UK: 0844 335 0620 (BT 5p per min); from abroad: +44 5603422349; or email us: team@honeytreepublishing.com

I am unable to confirm my order

Please contact our Service Support Team on: from the UK 0844 335 0620 (BT 5p per min); from overseas: +44 5603422349; or by e-mail: team@honeytreepublishing.com

I did not order enough cards, how do I order more?

If you have run out of cards, invites etc. and you wish to order more, please call us. From the UK: 0844 335 0620 (BT 5p per min); or from abroad: +44 5603422349  and we will be delighted to take your additional order over the phone. Please note the minimum order should be met, otherwise an additional charge will be levied.

I would like to see the products and discuss my requirements. Is this possible?

1. Our unique live preview screen displays your edited selection of illustration, font, colour and text in real-time.

2. From this you can see what your finished design and submitted text will look like.

3. In your checkout basket your quantity and (if selected) your chosen illustration will be confirmed, together with devlivery/shipping rates and the total price of your order.

4. Once the full balance is settled an email will be sent confirming receipt and confirmation of your completed order. At the top of this email there will be a link to your order history where you can view your formatted orders.

If you have any questions or would like to discuss your requirements, please contact our service support team. From the UK: 0844 335 0620 (BT 5p per min);  from abroad: +44 5603422349; or e-mail team@honeytreepublishing.com

iPad: how to navigate once an illustration is chosen to edit text
Order accuracy and grammatical conventions

There are many differing grammatical conventions, and also many things that are not grammatically correct, but which are acceptable in modern English parlance or from a stylistic perspective. We cannot make a judgement call on behalf of a customer because the interpretation of what is "acceptable" varies so widely. We take no responsibility for the choices customers make, nor are we obligated to contact a customer to "double check" their information. Therefore, please enter your information carefully and check an outside source if you have any questions on grammar, spelling, punctuation etc.

Please also see our Three top tips for successful proof reading

Phone orders: can I place an order over the phone?

Absolutely, we are delighted to help and love speaking to our customers! However, in most cases we will also require an email address to send an electronic proof for your to sign off on, to make sure all is in order.

Please call our service support team. From the UK: 0844 335 0620 (BT 5p per min); or from abroad: +44 5603422349.

Reprint fee procedure
What happens after I have placed my order - dispatch

When you have placed an order, you will automatically receive a confirmation e-mail, which will clearly show your order number. If you do not receive this e- mail, please check your SPAM FILTER.  You will receive a further notification e-mail when your order has been dispatched.

UK orders are sent by Royal Mail Tracked 48hrs™ . All our items are unable to fit through a letterbox so need to be received at the address provided. (If you are out they will leave a slip to notify you of the Royal Mail collection point that you must visit within 7 days of receipt). We recommend a work address for delivery if you are not at home during the day. Royal Mail aim to deliver all UK mail within 2 working days but this cannot be guaranteed. 

Europe and Worldwide: Free with orders over £75. Orders can take up to 10 days from dispatch and must be signed for on delivery.

If an overseas express option is required we use DHL international courier and will need to quote directly to confirm the shipping fee for this service. On dispatch of your order a tracking code will be sent to your provided email to enable you to monitor the status of your order.

As all products are bespoke (printed on demand) we need to track and trace all orders that leave our studios.  Due to several years experince in 'attempting to work with local overseas postal networks' we believe the outstanding service that DHL provides to our European and Worldwide shoppers best represents our commitment to outstanding delivery of a premium quality product. 

If delivery cannot be made to your address for reasons under our control we will inform you as soon as possible and refund or re-credit you for any sum that has been paid by you or debited from your credit card for delivery.

What happens if I duplicate my order by mistake?

If you find you have duplicated your order by mistake (this will be apparent as you will receive more than one confirmation e-mail), you can cancel the duplicated order as long as you contact our sevice support team by e-mail: team@honeytreepublishing.com and let us know as soon as possible.

What is the last stage of the order process before I actually confirm payment?

Once your basket has an item in it, it is clearly displayed, including the illustration (if chosen). At this point there is an edit facility that enables you to go back if needed. Only once you click SUBMIT are you entering the payment gateway.

What is your minimum order for Wedding Invitations and Personalised invitations
Why am I being asked to verify my card details?

If you have a Visa (including Visa Delta, and Visa Electron) or Mastercard (including Maestro and Solo) you may be asked to verify your card through a service called 'Verified by Visa' (Visa Customers) or 'Mastercard Securecode' (Mastercard Customers) without leaving the HoneyTreePublishing.com site. The details entered at this stage are never seen by HoneyTreePublishing.com and are verified independently by your bank. This process is simply to maximise the security of your transaction, by verifying the identity of both our site and you and your card. For more details on this process, please visit the relevant Visa or Mastercard pages, through the links below: 

More information on 'Verified by Visa'

http://www.visaeurope.com/personal/onlineshopping/verifiedbyvisa/main.jsp

> More information on 'Mastercard Securecode'

http://www.mastercard.com/uk/personal/en/cardholderservices/securecode/faqs.html

Why do we ask for feedback & social reviews and display them unedited on our website
Why do we include envelopes with our stationery?
Why order a FREE electronic proof?
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100% No-Risk Guarantee No risk guarantee
Postage / Shipping rates Express UK Next Day Delivery / Date Select

Order before 12 noon Mon - Fri GUARANTEED before 2pm the next day or the date you have selected. Order is tracked & requires a signature upon receipt. Perfect for Birthdays, Anniversaries and busy schedules. Signature required.

Tracked, Traced and Delivered
Standard UK Delivery 4-6 days

Royal Mail tracked service - no signature required*. When sending as a gift, to a business address or item is time sensitive; we recommend upgrading to Express / Date Select signed for.

Greetings and Art Cards

Royal Mail First Class. Select the date you would like your card to be delivered; we will send your card prior to this. 90% of all First Class deliveries ordered before noon arrive the next working day.

UK Delivery
Basket ValueStandard
Delivery
Express
(Signature required)
Greetings Cards62p Order before noon for same day dispatch**
Up to £75£4£8.50
Over £75£6£12.50
Over £150FREE£12.50
Delivered
within...
4-6 days***Next Day**
CourierRoyal MailRoyal Mail
  • * HoneyTree are not responsible for parcels once they have been delivered where no signature is required
  • ** Orders placed Friday - Sunday are delivery for Tuesday.
  • *** Business days. Does not include Wedding Boutique, Bespoke Studio or artworks.
Outside the UK Delivery
Basket ValueEuropeRest Of
The World
Up to £75£19£29
Over £75£29£39
Over £150£39£49
Delivered
within...
4-8
days***
6-10
days***
CourierDHL

Exempt from UK VAT?
Please note your order number and click on the contact page to notify us of your UK VAT exemption. We will then refund your credit card to the VAT amount.

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