Ordering Process

Because everything at SLS Creative is made to your requirements, the order process is a little bit different. Here I’ll explain the process.

There are two different ways of placing an order, the first (and easiest!) is right here at www.srcreativestudio.com – just add your items to your basket, and head over to the checkout to complete your order via Stripe (Card), PayPal, or by bank transfer.

At this stage, you’ll have the option to check out as a guest, or create an account. It’s always better to create an account so you can check back and find out what stage your order is at, and whether you need to provide any further details.

The second method, is to contact me through Facebook, Instagram or Email, I can then book your order onto my system manually and send you an invoice via Stripe.

So you’ve placed your order – awesome!

Generally, the lead time on orders is 7 working days. This can vary, depending on whether we have a sale on, or even more orders on than usual. You’ll know how long the current lead time is by the header on the website, and by the check-box you must tick when checking out.

The first stage your order goes to is “Order Placed”. This means your order has been received and is booked in. If you haven’t given us any information at the time of placing your order (such as custom requirements for your stationery / uploading your logo) then you’ll receive an email over the next couple of days requesting information. Please read this. It’s super important that you provide the information as soon as you can to prevent any delays with us completing your order.

Next up, is processing. Your 48 hour cooling off period has passed. At this stage, your job is assigned to either Stacey, Sophie or Richy. Over the next 5 working days your order will be set up and if proofs are required we will pop them over to your email address. If your order does not require proofs (such as for some stickers or keyrings) it will head straight to print / production ready for dispatch.

It’s very important you check your proofs for any spelling / contact information errors thoroughly, as once you’ve approved them then I can’t make any further changes. If you do need something changing that’s no problem, just drop me an email letting me know what you need and I’ll get fresh proofs sent back to you.  I will never print your items unless you have approved the proofs, so do make sure you reply, even if they’re spot on first time.

Once you approve your proofs they’ll be added to the print queue. Usually these dispatch approx 1-2 working days from approving them.

Next up, is shipped! That means your order has left the studio and is winging its way to you. Keep an eye on your post. If you haven’t received your order 5 days after the status changes to shipped, please drop me an email.

Sometimes, you might see a different status next to your order. This can mean one of a few things:

Information Requested: This may mean that you haven’t provided any info / uploaded your logo with your order. I’ve emailed you the document requesting further information but haven’t heard back from you. It could also mean that I’ve emailed you asking a question about some of the information that you’ve provided. Check your order notes, or drop me an email on [email protected] to find out what I need from you to proceed. At this stage your order is still open and you’ll be scheduled straight back in as soon as I have the information.

On Hold: If I have requested information (see above) and not heard back from you for 2 weeks after we are due to start your order, your order will be placed ‘On Hold’.  This means your order has been moved to the back of the queue, please drop me an email with the information that is required, and your order will return to ‘processing’ status, and start the above process again.

Payments

Payment must be made in full at the time of ordering, either via the website or by Bank Transfer. The lead time commences from the date of payment. For manual orders made via Facebook your invoice will remain open for 48 hours before being cancelled.

Payment Plans are available via Clearpay, Klarna or Laybuy and are subject to approval and these options can be revoked at any time.

Changing your mind

If you change your mind you have 48 hours from the date of ordering to request to cancel your order and receive a refund. Once your order has progressed into “processing status” then it cannot be refunded, this also applies to orders at any other statuses .

Shipping

SLS Creative uses Royal Mail / Parcelforce to send the majority of our parcels, however Evri, DPD and UPS may be used if your order exceeds 5kg. If you have a preference as to which delivery provider is used, please contact [email protected] prior to placing your order to request this.

Please ensure that you have entered the correct delivery address when placing your order. SLS Creative cannot be held responsible for and will not replace parcels which have been sent to addresses which were input incorrectly at the time of ordering.