Where do you ship from?

All orders are shipped from our studio in Richmond, BC Canada.

Upon ordering the items will be shipped within 3-7 business days unless otherwise stated on the top of the website, for studio closures during holidays.

Typically, our studio ships out orders on Mondays and Fridays.

How long does shipping take?

The estimated delivery time is shown at check-out for standard and express options. For some countries, express shipping is the only available option.

Please note that the estimated delivery times provided at check-out are not a guarantee. We are not liable and will not provide refunds for shipping and/or delayed shipments. Due to the worldwide shipping delays, there may be some delays for your items to get to you.

Product orders from our shop will be shipped via our shipping partner. This means that the tracking information might not be updated right away. Please allow a few business days for the tracker to be activated and show more information.

If you haven't received your tracking number, please check your spam folder as it sometimes gets redirected there.

Prices on our website do not include customs/duties/taxes may be charged to customers at the discretion of the border officials, and this is beyond our control. The customer is liable to pay the custom/duties/taxes.

Canada
Standard Shipping: Canada Post, Fleet Optics, UniUni, etc
Express Shipping: Xpresspost by Canada Post, FedEx

United States
Standard Shipping: USPS, UPS
Express Shipping: DHL Express

International
Standard Shipping: APC Postal Logistics, PostNL
Express Shipping: DHL Express

Do you ship internationally?

Yes, we do ship to most countries. Please add the items you would like to purchase to your cart and proceed to checkout to see what shipping methods are available. This way you can check our shipping rates as well. Please note that for certain countries, we only ship express shipping, thank you for understanding!

Shipping is expensive to my country, can I get your products elsewhere?

We thank you for your interest in our products and understand that the shipping cost may hold you back.

Depending on where you are located, we do have several stockists in Canada, US, Europe and Asia who offer several of our products. Hopefully, this will help with lowering the shipping cost. You can find our stockist on this page

Do you offer local pick-up?

We do allow our customers to pick up their orders from our studio located in Richmond, BC Canada. Please proceed to the checkout page, and select Local Pickup.

We allow pickups on Monday, Wednesday, and Friday between 10 am - 4 pm, except on holidays. After your order is placed a notification will be sent to you if your order is ready to be picked up. The email will include a Calendly link so you can choose your preferred pickup day and time. If you haven't received the notification email and scheduling link, please check you spam folder.

In case you are unable to make the selected pick-up day and time, please email us at studio@writtenwordcalligraphy.com to reschedule up to 1 time only. In case of multiple rescheduling events or no-shows, there is a fee to reschedule the pick-up appointment, which will be paid via e-transfer. As a small, local business, we thank you for understanding!

Can I change my order, the shipping date, or delivery address?

If the order hasn't shipped yet, we will do our best to change your order, but we cannot guarantee it can be changed after it has been placed.

Please email us as soon as possible at studio@writtenwordcalligraphy.com with your order number and the adjustment you would like to make. We are able to:
- add or remove items
- delay a shipment to a preferred shipping date
- omit the invoice from the shipment if it concerns a gift
- adjust the delivery address

Once your order has shipped and left our studio, we are unable to apply changes to your order. If it concerns an address change, please contact the courier directly. To find out which postal service was selected for your order, please refer to your tracking number in your shipping notification email.

Can I exchange, return, or cancel my order?

Once the items leave the studio, the artist is not liable for lost, delayed, or damaged shipments. Please consider adding our Navidium Shipping Protection to your order to insure your package.

Cancellations

Orders can only be cancelled if we have not yet processed your order for shipping. Once the items are shipped, we cannot cancel your order. Please email us at studio@writtenwordcalligraphy.com with your order number and reason for cancellation.

Returns

Unused and unopened orders may be returned within 10 days of receipt for a refund. Please email us at studio@writtenwordcalligraphy.com with photos and your order number, for detailed instructions on where to ship it to. You will have to cover the shipping costs if you are returning the product. Once we receive the returned products, the charges will be credited to your original payment method excluding shipping costs, which are non-refundable, and a 20% restocking fee. As a small business, it is really hard for us to have returns, so if possible, gift our items instead. Used, opened, and/or final sale or items with coupon codes cannot be returned. 

We inspect every product that leaves our studio to maintain product quality but we understand that at times there may be instances where the items may be broken within 30 days of purchase. If this is the case, please email us at studio@writtenwordcalligraphy.com with an explanation, pictures, and your order number so that we can assess the situation. We are able to provide a maximum of 1 replacement per product if required. Depending on the cause of the breakage, you may need to pay for shipping expenses. After 30 days, we will assess the situation case by case but you will need to pay for the shipping expenses.

For orders with ink bottles, there is a possibility of leakage due to the nature of the ink when subjected to pressure changes during shipping. We seal our bottles and package them with bubble wrap bags to avoid spillage across other materials. We will provide a replacement free of charge if the bottle is crushed or broken or more than 20% of the ink has spilt. If less than 20% of the ink has spilt, you can ask for a replacement provided the client will be paying for shipping.

For products with brass/metallic surfaces, it is normal to have some light scratches and discoloration and/or patina on the surface and it will not affect the performance of the product. We manually inspect each product before we package them to ship.

For products with white wooden handles, it is normal to have minor imperfections on the handle due to production.

For our glue gun orders, we have a voltage of 110-240V for the guns, which makes it usable for most countries in the world. We highly recommend not using an extension cord alongside other big appliances while using the glue gun to avoid electrical issues.

Personalized orders are not eligible for returns or exchanges.

Non-Refundable Items

Digital products and calligraphy temporary tattoos are non-refundable, non-returnable and ineligible for exchange. The calligraphy temporary tattoos are a product of Inkbox. There is a reaction notice printed on the packaging of the product, and products are to be applied at your own risk. Written Word Calligraphy will not be held liable for any reactions to the product. The product performs differently on various skin types.

Final Sale

Advent Calendar orders are FINAL SALE and are not eligible for refund, return or exchange. If a product arrives damaged, please email us at studio@writtenwordcalligraphy.com and we will assess what can be replaced. We have very limited inventory for this product, so if the item cannot be replaced, we will issue an appropriate refund commensurate with the value of the product. 

Imperfect Sale products are FINAL SALE and are not eligible for refund, return or exchange. They're still great to use but with some cosmetic imperfections that don't affect the end use of the product, which may include some minor scratches, unevenness, mild rough surface, and slight discoloration. When you purchase this product, you accept the imperfect condition of this product. 

Please note this only applies to Written Word Calligraphy products, and not to semi-custom or custom wedding invitations.

What is Navidium shipping protection?

We offer Navidium shipping protection for our customers to insure their orders. For a small fee, your package will be protected against loss, theft, or even damage. To file a claim, reach out to us at studio@writtenwordcalligraphy.com with your order number so we'll be able to assist you if you encounter an issue with your shipment.

Are the prices listed in $USD or $CAD?

Prices should reflect your country’s currency immediately. If this is not the case, you can change currencies by hitting the toggle button at the top right corner (desktop) or bottom left corner (mobile).

What payment methods are available?

We accept most credit cards, PayPal, and Afterpay. Please go through check-out to see what payment methods work best for you.

Do you offer sales, discounts or price-matching?

We occasionally offer sales and discounts on our products but as a small business, it is harder for us to offer promotions.

Because of this, when we do have a sale/promotion, we are not able to retroactively apply discounts for orders placed outside of the sale period. However, if you have forgotten to add the coupon code to apply the discount for the sale, we are able to apply it if you let us know within 24 hours of your purchase.

Make sure to subscribe to our newsletter, follow us on IG, or join our VIP Facebook group to be one of the first to be notified about our (exclusive) sales.

Unfortunately, we are unable to offer a veterans discount at this time.

I didn't receive my first order discount code, where can I find it?

Our welcome code will be sent to you by email after you confirm your subscription to our newsletters. Please check your spam folder if you haven’t received the confirmation email.

Why is my discount code not working?

Please let us know by emailing us at studio@writtenwordcalligraphy.com if your discount code isn't working. We will check if there is a technical issue on our end.

If you noticed that the code isn't applied to all products in your cart, please note that some exclusions might be applied to certain products, for example, our imperfect or final sale items, etc. Thank you for understanding!

What if my ink spills in my package?

For orders with ink bottles, there is a possibility of leakage due to the nature of the ink subjected to pressure changes during shipping. We seal our bottles and package them with bubble wrap bags to avoid spillage across other materials. We will provide a replacement free of charge if the bottle is crushed or broken or more than 20% of the ink has spilled. If it is less than 20% spillage, you can ask for a replacement provided the client will be paying for shipping. 

I'm not able to download my digital worksheets, can you help?

Just reach out to us at studio@writtenwordcalligraphy.com and your order number. We will be able to assist you further.

Can I order a custom wax seal design?

Depending on what you are looking for, we can offer a custom wax seal. However, take note of a long lead time and that only certain file types are accepted. There will be one proof, and no returns when the order is received.

Please email us at studio@writtenwordcalligraphy.com for more information and to get the process started!

Do you offer wholesale discounts?

Yes, we do! We are excited that you are interested in offering our products in your store. Please send us an email at studio@writtenwordcalligraphy.com for more details regarding wholesale orders.

We would also love to know a little bit more about you and your store! Please include a small description of your store, and include your website and/or IG account so we can get connected.

I want to get completely customized invitations. Is that possible?

Yes, that is possible. Please send us a message via the Contact Form with as much detail as possible so that we can correspond about them. Custom Invitations require a phone call or Zoom conversation for us to discuss in detail the design that you are looking for. Custom invitations can take at least 3-5 weeks longer than Semi-Custom Invitations, and can cost at least 30-40% more, depending on the materials. Custom Invitations include up to 3 design rounds of invitations, where the first round has the most number of designs, and we refine the designs until we arrive at our perfected wedding invitation customized for your wedding.

How does the Semi-Custom Process work?

Visit our Semi Custom Collection and choose the collection you want to order from. Add the products in the quantities, type of paper and the printing method that you wish to use. Add any add-on’s to the cart, such as ribbons, calligraphy addressing, postage.

Once the order is submitted, a form will be sent to you within a 3-5 business days to fill out for the details required for the invitation. Once the content is approved and reviewed, the design process will start. A digital proof of the design will be provided within 10 business days after all the content has been collected and confirmed. One revision round is included after the digital proof, which includes minor text and layout changes (see details below in the Terms and Conditions). If more changes are required, the price is $200 per design for text changes, and additional changes will be quoted accordingly. Once approved, the items are sent to the printer. Once sent to the printer, any changes would incur additional charges. Print production takes about 3-4 weeks upon approval, plus shipping. Production increases by 1-2 weeks if handmade paper, addressing, accessories and assembly are involved, and if quantities are higher than 125 pieces.



What are the options that I can choose for the Semi-Custom Suite?

Collection: Each collection is different from each other. Choose that best reflects your wedding style

Quantity: The minimum order of the Semi-Custom Invitations is 25. If your wedding will require less than 25 invitations, unfortunately we are unable to reduce these. If you require more than 250 invitations, please send us a note via the contact form so that we can provide you with a quote.

Type of Paper: There are 3 types of paper that is available for printing. The 100lb cardstock paper is the only paper we print for digital printing. If you require thicker paper, there is an upgrade available for thicker paper, please contact us for more information. For colored paper, we only use 100lb paper. The 220lb cotton paper can be used for letterpress and foil printing as an upgrade. The handmade paper requires letterpress and foil printing, and varies from paper to paper. Handmade paper in particular is dependent on the manufacturer, they may change the quality at their own discretion.

Type of Printing: There are 3 types of printing that is available with the Semi-Custom Suites. Digital printing is a high quality inkjet printing on the 100lb cardstock. Letterpress printing uses a die to impress onto the paper to create the texture, and uses ink, therefore it’s best for non-metallic colors. Foil printing uses a die, just like letterpress, but uses foil, therefore it’s best for metallic colors.

Printing Color Choices: There are select colors for printing, available in this link here. If gold and copper are chosen, but foil printing was not chosen, then the flat color version of gold and copper will be used and will not have a metallic look.

Envelope Color Choices: There are select colors for envelopes, available in this link here. If handmade paper is chosen, then the envelopes will also be handmade.

Calligraphy Choices: There are 6 calligraphy styles. You can select one on the link here.

Monogram (Shibui and Heirloom only): These two suites will allow you to select different monograms and will also change the design slightly depending on which monogram you choose. For example, if an Olive Branch monogram was selected, then the rest of the suite will feature olive branches. The Potpourri Suite also has a monogram, but it is set on the floral version. You will be allowed to choose the letters for the monogram inside the crests.

What is the currency that the items are in your shop?

The items are in USD.

I need to order more invitations than I initially ordered. What do I do?

Please send us an email right away regarding your order. Additional orders will incur additional setup costs and shipping if the invitations from the initial order have already been printed and/or shipped. Client agrees that the quantity provided at the order is priced accordingly and any additions to the quantity prior to printing will incur additional costs including but not limited to costs per unit, shipping, and printing setup costs. After the project has been sent to print, the client agrees to pay additional shipping, printing and setup costs required for additional units.

I need to order less invitations than I initially ordered. Can I still change it?

Unfortunately, we cannot reduce the quantity of the invitations once ordered. Please make sure that you order the right amount of invitations before you submit the payment for them.

I want to customize certain parts of the Semi-Custom suite. Is that possible?

Yes, that is possible. Please send us a message via the Contact Form with specifications of your customization so that we can email you back with a quote.

How does the shipping work?

Shipping will be charged to you once the items are ready to ship. For international orders, DHL or UPS will be used for shipping. DHL does only express shipping, but you will receive the invitations within 1-3 business days. UPS ground can take longer, around 7-10 business days but can be more economical depending on the weight of the package. Written Word Calligraphy is not liable for lost, damaged or delayed shipments.

What is the status of my Semi Custom Wedding Invitations?

Please send us an email via the contact form if you have not received an email from us for more than 5 business days. 

What is your return/exchange/cancellation policy for Semi Custom Wedding Invitations?

Cancellation fees are due based on the amount of work completed. The client agrees to accept Artist’s good faith estimation of how much work as been completed. In general, “Design work” comprises of 50% of the invoice, and “Printing work” comprises of 50% of the invoice. The entire order invoice is refundable only when the project is not yet processed, before the “content required” status has taken place. Once the artist has sent the content form to be filled out, 10% of the entire invoice is no longer refundable. Once the artist has received the content form back from the client, 20% of the entire invoice is no longer refundable. Once the artist has begun the design work, whether or not the first design proof has been sent, whether or not there has been any revision rounds, 50% of the entire invoice is no longer refundable. Once the artwork has been approved and the items are sent to print, 100% of the entire invoice is no longer refundable. The artist is not responsible for incorrect text that has been approved for print by the client. Once the project has been printed and assembled, 100% of the entire invoice is no longer refundable. Once the project leave the artist’s studio for shipping, the artist is not responsible for any loss, delay, or damage to the product. The client is responsible for all shipping, custom and duties fees. Shipping charges will be charged once items are shipped. For international clients, the full value of the project would be declared in accordance with the law. The client will need to inform the artist if they want to purchase shipping insurance. By default, this is not included. Due to the handmade nature of our projects, our projects are not eligible for return, exchange or refund. If it is determined that there is an error on the artist side, due to printing, depending on the schedule the artist will pay for reprint and the shipping costs, or will provide a refund based on the amount of work that needs to be reprinted. Client agrees to accept the artist’s good faith estimation on how much will need to be refunded. If is determined that there is an error on the artist side due to handwritten portions, depending on the schedule, the artist will rewrite the work and pay for shipping costs, or will provide a refund based on the amount of work that needs to be reprinted. Again, the client agrees to accept the artist’s good faith estimation on how much will need to be refunded.

For handmade paper invitations, handmade paper may vary in various elements upon manufacturer's discretion and is considered part of the paper's character. Thus, artist cannot guarantee the color, look, texture, and size from the sample the client has purchased.

I received envelopes with the addresses incorrectly handwritten. What do I do?

If it is Written Word’s mistake, we will re-write and ship it for free depending on our availability. If we are for any reason unable to do so, we will refund the charge for envelope addressing for the number that was incorrect. But if it is the client’s fault, the regular envelope calligraphy charges will be charged plus the shipping.

Can I request to expedite the order processing for Semi-Custom Invitations?

Yes, you can. Depending on your estimated due date, we will let you know if your desired date is possible or not. If yes, then we will charge a rush fee depending on how close the estimate due date is.

Client agrees that there are costs associated with rushing projects to completion. Client will need to inform the artist, and the artist will need to approve the rush based on the schedule of the artist and the printer. Rush fees may vary from 25-50%, depending on how soon the projects need to be completed. The artist will inform the client, and with the client approval, proceed with rushing orders.

Are your invitations available to ship anywhere in the world?

Yes, they are, as long as DHL or UPS would ship to them.

Who owns the designs once produced?

Karla Lim and Written Word Calligraphy retain rights to the designs that they create. If you would like to get exclusive rights to the designs, please inform us and we will provide you with an appropriate quote. We also retain the rights to post your invitations and wedding paper on social media. If there is an issue with posting your invitations and wedding paper on social media, please let us know beforehand.