Any order placed by a customer for Keene and Graceful is automatically deemed as acceptance of our Terms and Conditions

Ordering

When your order has been placed we will send out a confirmation which will include prices, full order details and any payments received/outstanding. On placing an order we will ask for 50% of your total order before any work begins on your stationery. Any additional information required from you is expected to be stated to us within specified times. Lack of information could result in your order being delayed and in these circumstances we reserve full rights to keep any funds already paid to us. If, in the unfortunate circumstances, your order has to be cancelled due to the relevant information not being received and we cannot fit the appropriate time schedule into our diary, then we hold full rights to keep any funds paid by you

Payment

Any funds paid by you will need to have fully cleared in our account before and the production process begins. Once funds have cleared, production will begin immediately and you will be kept up-to-date on your stationery's progress

Ammendments to an Order

As a customer, you hold full rights to change an order but only before you sign the proofs and before production has begun. If, however, you want to make ammendements after these stages, you will incur a charge of any un-usuable materials purchased for your order. Ammendments need to have a written confirmation outlining changes and then signed. Your ammended proofs will then need to be re-sent and signed before production on your ammended stationery can begin. As all our stationery is handmade and production time is limited therfore Keene and Graceful reserve the right to refuse ammendment requirements if there is insufficient time to complete the requested changes

Delivery

Every order will hold different postage and packing prices so prices will be discussed with you prior to confirming your order. Prices will be based on stationery volume. All orders are securely packed to avoid damage and are sent Special Delivery

Cancellation

If you wish to cancel an order before signing your proofs you will receive your full deposit back. If however, you cancel your order after production has begun we reserve full rights to keep your deposit. We will always keep you udated on how far we are into your stationery production and keep all contact logs filed for campany use

Availability of Goods

All our stationery is made as orders are processed, therefore we don't hold ready-made stock. Due to this, despatch times vary depending on quantities ordered

Damage in Transit

If any of your stationery is damaged during the delivery process, it is your responsibilty to inform us within 24 hours of signing for your items. We hold the rights to ask for photographs highlighting damages so we can take up the matter with the delivery company. We aim to rectify the problem as soon as possible

Incorrect Goods

It is your responsibilty to notify us if you receive incorrect goods within 48 hours of receiving the delivery. You must not use the incorrect goods and they must be returned to us in perfect condition within 7 days of receiving them. We aim to rectify the problem as soon as possible

Non Receipt of Goods

If you have not recieved your order within 10 days of receiving your dispatch confirmation, it is your responsibility to contact us so we can rectify the problem with the delivery company. We cannot be held responsible for third party delievery services, however we will aim to rectify any problems as soon as we can

Stationery

As all our stationery is individually handmade, colours and items will never be exactly the same so will vary slightly from each other. Also note that due to compute limitations, colours on our website will vary slightly to those on the stationery. This is why Keene and Graceful recommend ordering samples of any contemplated stationery to avoid disappointment