FAQ

Ordering:

-How do I place an order?

Orders can only be placed through our website by completing the check out process including inputting any personalised details subject to your order requirements.  You will be guided through the order process through a series of online steps.  You must follow the instructions carefully and ensure that you complete any required input fields correctly.

-Can I order over the telephone?

No we only offer the option to place an order online.

-How do I place a personalised order?

To place a personalised order follow the steps above and input the information for personalisation when prompted.  You must ensure that all spelling and grammar is correct.

-Do your products include VAT?

No we are not currently VAT registered.

-When will I receive my order?

Each product has an estimated dispatch time in the product description.  You need to allow extra time for framed, personalised and made to order products.  When we dispatch your order we always choose the fastest option offered by the courier.  Please read our Delivery & Returns Policy before ordering.

-Do you do rush orders?

Prints and cards orders placed before 1pm can be dispatched for guaranteed next day at an additional postage cost,  make sure you select the next day delivery option at the checkout. 

Generally we do not do rush orders on handmade items but feel free to email us to discuss your needs and if we can meet your deadline we will.

If you would like to clarify delivery times with us please email prior to ordering. hello@connieclementine.com

-How do I know you have received my order?

We send an email confirmation once we have received your order, the email contains all your order details please check these carefully and contact us ASAP if there are any errors or omissions. If you do not receive an email form us check your spam folder if the email is not in your spam folder we may not have received your order please contact us.

-Do you sell to trade?

We are always willing to discuss any proposals/ opportunities you may have so if you would like to discuss stocking our products in your shop or website please get in touch hello@connieclementine.com.

-Do you offer discounts?

We do not offer discounts but from time to time we have promotional codes offering a percentage off your order any promotional codes are advertised on the homepage.  

Personalised Designs:

–Can I see a proof of my personalised design?

we will happily send you a proof on request, get in touch after placing your order.

-Do you check the spelling and grammar of any personalised text I submit?

No we do not check for spelling and grammar.  We cut and past the text directly from the order you submit and we will presume any errors are intentional. It is your responsibility to check spelling and grammar on the proof we send you and we always advise that you get a friend or family member to cast an eye over the proof to ensure any mistakes are spotted.

-What happens if I have made a mistake? Can I get a replacement?

Yes please contact us we will send you a price for the cost of a reprinting, resewing or recutting the item.  The price will be dependant on the scale of the mistake and the time it will take us to rectify it.

-Do you take commissions?

Short answer is no, however we are always open to hearing about your ideas.

-Can you match colours for personalised orders?

In the unlikely event that your preferred colour does not feature on our extensive colour chart then get in touch and we will do our best to match the colour you require. However the match will be as it appears on the screen colours can change slightly from monitor to monitor and once printed.

Connie’s Studio:

-Where are you based?

We are based in Scissett, West Yorkshire.

-Do you have a shop I can visit?

We currently only exist as an online shop.

-Can I visit your studio?

Our studio is a busy working environment it is not practical to allow members of the public access to our studio.

-How do I contact you?

We prefer to deal with all enquires via email hello@connieclementine.com.  We set aside times of the day to respond to all our emails and aim to reply to all correspondence within the same day.

 

Delivery & Returns:

Please read our Delivery & Returns policy.

-I live locally to you can I collect my item?

We do not offer local collection all our orders are dispatched via Royal Mail or an alternative courier service.

-How do I cancel my order?

Under Consumer Contracts Regulations your right to cancel an order starts the moment you place your order and ends 14 days from the day you receive it.  Only non personalised items are eligible for cancellation, personalised orders will only be cancelled at our discretion if we have not started to make the order.

-How do I return an order?

Under Consumer Contracts Regulations only non personalised products are eligible for return you must contact us within 14 working days from the  day you receive your order if you wish to return.  Please see our Delivery & Returns Policyfor full instructions on how to return an order.

-Why can I not return my personalised order?

Under Consumer Contracts Regulations personalised products are not eligible for returning as the item was made to your personal specifications we are unable to resell it.

About the Art Work:

-How do you make a certain product or where do you buy a certain material/component?

This is a question that we get asked often.  All we can say is that our craftsmanship comes from many years of training and experience and all our materials have been sourced to give our products the finest quality.  We are not being rude with our response it just doesn’t make good business sense to give away our ‘trade secrets’.   We do from time to time put crafty tutorials on the blog though so make sure you subscribe to our blog feed.

-Where do you buy your frames?

Please see the answer to the question above.

-Where can I buy a frame if I buy an unframed product?

All our products are made to standard UK sizes A4, A3, and A2 most high street or online retailers stocking frames stock A4, A3,  and A2 frames.  We cannot recommend a particular frame retailer without knowing the quality of their frames. See below for the exact measurements.

-Should I get a mount with my frame?

This is down to personal preference we believe our products look more appealing in frames without a mount.

-I’ve ordered an unframed product, do I have to get it framed?

Yes! We would recommend putting the product in a frame as soon as you take it out of the packaging it arrived in.  The frame protects the product from creases, damage, marks and general wear and tear.

-What sizes are the exact measurements of A4, A3, or A2? 

A4 (small): 210 x 297mm, 21 x 29.7cm, 8.3 x 11.7”
A3 (medium): 297 x 420mm, 29.7 x 42cm, 11.7 x 16.5”
A2 (arge):420 x 594mm, 42 x 59.4cm, 16.5 x 23.4”

-Who makes the products?

All products are designed and made in the studio by Connie.

-What is a Giclée print?

All our prints are giclée (pronounced zhee-klay) prints a professional fine art digital printing process in which an ink-jet printer is used to produce a high-quality art prints. Giclée art prints are commonly found in museums, art galleries, and photographic exhibitions.

-How long will my print last?

A life time if cared for correctly.  See our tips on how to care for your item here.

-Can I feature your designs on my blog/publication/website?

We love to have our products featured in publications and on blogs all we ask is that you contact us first via email hello@connieclementine.com with links to your blog/publication/website and a little information about how you plan to include our products in your post or write up and that you include a link to our website within the article.  If you require high res images of  our products for printed publications let us know.

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House of Hooray | Products with Personality

Hello and welcome to the wonderful House of Hooray, a creative design studio that specialises in delightful items for the home, heirloom quality gifts, cards for joyous occasions, noteworthy invites and decor details for every celebration.

All our products are designed by Gabrielle and are handmade in Yorkshire.

Copyright © 2018 House of Hooray.
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