shipping & returns policy

Evergreen & Faye Design Co.
Effective Date: January 20, 2025

RETURNS & REFUNDS

At Evergreen & Faye Design Co., all stationery is made-to-order and often personalized or custom-designed. Because of the bespoke nature of our products, we do not offer refunds, returns, cancellations, or exchanges on any order, under any circumstances.

Please read the full policy below before placing your order.

1. No Refunds or Returns

Due to the custom, personalized, and made-to-order nature of our items, we cannot accept returns or issue refunds for:

  • Semi-custom stationery

  • Custom stationery

  • Printed samples

  • Digital files or downloads

  • Wax seals, ribbon, belly bands, liners, or embellishments

  • Rush fees

  • Shipping fees

All sales are final.

2. No Cancellations

Once an order is placed, Evergreen & Faye begins allocating time, design resources, and materials immediately. For this reason:

  • Cancellations are not permitted

  • No refunds will be issued for cancelled events, date changes, or changes of mind

  • Client remains responsible for the full cost of the order

Please ensure you have thoroughly reviewed our timelines, pricing, and policies before purchasing.

3. Proof Approval Responsibility

Clients are responsible for reviewing all design proofs carefully, including:

  • Wording

  • Names

  • Dates

  • Grammar

  • Spelling

  • Layout

Once you approve your final proof, Evergreen & Faye is not responsible for any errors, typos, or omissions.

Reprints due to Client error are billed at full cost, including materials, production, and shipping.

4. Damaged or Lost Shipments

If your package is damaged or lost by the shipping carrier:

  • We will assist you in filing a claim when applicable

  • We are not responsible for replacing items lost or damaged by carriers

  • Refunds or replacements cannot be provided for carrier issues

Please note that some shipments may require a signature upon delivery.

5. Defective or Incorrect Items

If you believe your order was printed incorrectly due to a production error (not a proofing error):

  • Contact us within 48 hours of delivery

  • Include photos showing the issue

  • We will evaluate your request

If a verified production error was made by Evergreen & Faye, we will reprint the affected items at no cost.

Issues caused by Client proof approval, shipping conditions, handling, weather exposure, or misuse do not qualify as defects.

6. Event Postponement or Cancellation

We do not issue refunds for:

  • Postponed events

  • Cancelled weddings

  • Venue changes

  • Guest list changes

  • Style or design changes after approval

Clients are responsible for ordering according to their confirmed event details and timeline.

SHIPPING POLICY

This Shipping Policy explains how and when your order will be delivered, how transit issues are handled, and what responsibilities fall to the Buyer versus Evergreen & Faye.

1. Processing & Production Time

Processing time and production time are separate from shipping time.

1.1 Standard Processing & Production

Production begins after:

  • Final proof approval, and

  • Full payment

Production timelines vary by product:

  • Semi-custom stationery: 2–4 weeks

  • Custom stationery: 4–10 weeks (depending on complexity)

  • Orders with assembly, wax seals, ribbon tying, or mailing services: up to 8 weeks

Production deadlines may shift due to:

  • Material shortages

  • Supplier delays

  • Peak season volume

  • Slow Client communication

Evergreen & Faye is not responsible for delays caused by late Client feedback.

2. Shipping Methods

Orders are shipped using one of the following carriers:

  • Canada Post

  • USPS (for U.S. shipments)

  • UPS

  • FedEx

  • DHL (upon request)

Shipping method is determined by the size, weight, and destination of your order.

Shipping upgrades are available upon request for an additional fee.

3. Tracking Information

Clients will receive a tracking number once the order has shipped.

Evergreen & Faye is not responsible for:

  • Carrier delays

  • Weather delays

  • Missed delivery attempts

  • Incorrect addresses submitted by the Client

  • Packages marked as “delivered” but not received

Tracking inquiries must be directed to the shipping carrier.

4. Signature Requirement

Orders over $500 may require a signature upon delivery to ensure safe receipt of high-value items.

If a signature is required and the Client is unavailable:

  • The package may be held

  • The carrier may attempt redelivery

  • Additional carrier fees may apply

These fees are the responsibility of the Client.

5. Lost, Delayed, or Damaged Packages

Once a package is accepted by the carrier, Evergreen & Faye is not responsible for:

  • Loss

  • Stolen packages

  • Delayed delivery

  • Misdelivery

  • Weather-related damage

  • Carrier mishandling

If your order is lost or damaged:

  • Contact the carrier to file a claim

  • Contact us so we can assist where possible

We cannot offer refunds or replacements for items lost or damaged by carriers.

6. International Shipping

International orders may require:

  • Import duties

  • Customs fees

  • VAT

  • Brokerage fees

These fees are charged by the destination country and are the responsibility of the Buyer. Evergreen & Faye cannot predict or control these charges.

7. Incorrect Addresses

If the Client enters an incorrect or incomplete shipping address:

  • Evergreen & Faye is not responsible for delays, losses, or misdelivery

  • Additional shipping fees for redelivery are the Client’s responsibility

Please double-check your shipping address at checkout and during your onboarding process.

8. Mailing Services for Clients

If you purchase mailing services (Vendor mails invitations for you):

  • Evergreen & Faye is not responsible for lost, delayed, or damaged invitations sent by the postal service

  • We cannot guarantee arrival dates

  • We cannot reimburse for postage costs or reprint invitations affected by transit issues

Machine-readability of handwritten or script addressing varies across postal systems and may require manual sorting or hand inspection.