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Frequently Asked Questions

GENERAL FAQ

ONLINE ORDERS & DIY FAQ

INVITATION ORDERS FAQ

GENERAL FAQ

Do you have a physical store or showroom that I can come to visit?
Not as yet. Lava Stationery operates as an online store only. If you need to see something in person, I may have samples available to post to you! Please enquire.

Can I pick up my order?
Lava currently posts all orders via Australia Post. At this time, we are only an online shop offering shipped deliveries. We are a functioning warehouse (not a brick and mortar shop). Pick ups are not possible at this stage.

Do you ship internationally?
Yes! Shipping costs will be calculated for you during the check out process. Please note that international customers are responsible for all international custom and duty taxes. These are in addition to, and not included in the cost of shipping. As a business, we are obligated to declare all items as merchandise. Lava Stationery cannot be held responsible or liable for any additional fees charged by government or any other authorities. We recommend contacting your government customs department for advice. Another useful web site to check is: http://www.dutycalculator.com/new-import-duty-and-tax-calculation

What currency is shown in your product and shipping costs?
All prices online are listed in Australian Dollars (AUD). I currently do not charge any sales tax because I am not registered for GST.
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ONLINE ORDERS & DIY FAQ

What forms of payment do you take?
All payments are processed through Direct Deposit (EFT), Credit Card (Visa or Mastercard) or PayPal. You can choose to pay using your Visa, Mastercard, credit cards or you can choose to use your PayPal account balance to make a payment if you have an account already established with PayPal. You do not need to have a PayPal account in order to purchase our products, PayPal also accepts credit card and e-check payments for non-account customers. Products are made-to-order and/or shipped once funds have cleared.

How will you send my order?
I use Australia Post for all shipments. When your order is posted, you will receive a tracking number in a shipment email. You can track your order online at auspost.com.au/track/track.html

How soon do you send orders?
All in-stock items are usually sent within the same day if you place your order by midday (Sydney, Australia time) but please allow 2 working days for despatch incase there are any unforseen circumstances. Express Post orders are prioritised but same-day despatch is not guaranteed.

Do you have everything in stock?
We endeavour to keep at least a small amount of stock of all standard products, but as I sell over 8000 products, it’s is not always possible to have enough stock on hand to meet all orders. When an item goes out of stock, it is re-ordered asap. In most cases, if an item is out of stock, it only takes a few days to get back in. If you require an item urgently, please feel free to contact us to see what quantity we have in stock.

How long do “Made to order” items take to send?
For all items that are listed as “custom order” or “made to order” in the product description, it takes between 2-5 business days to despatch. We have suppliers based in NSW, VIC and WA so it can take a few days to reach me before I send them to you. Made to order items can consist of envelopes, embellishments & ribbons in non-standard colours, as well as pockets and other die-cut shapes.

When will I receive my order after you send it?
If you are in NSW, it usually takes 1-3 working days to receive an order. If you are in VIC or QLD, it takes between 3-4 working days. If you are in SA, NT, WA and TAS it can take up to 5 working days to receive an order. Please check the Australia Post delivery network for timeframes: http://auspost.com.au/parcels-mail/delivery-areas.html

Do you send samples?
I currently sell colour swatches of solid paper colours for matte and metallic card stocks. I also sell samples of envelopes & die cut shapes whenever they are available. New items are being added to the samples section daily. Due to the large number of requests I get for samples, I cannot send them out for free. It is a time consuming job and therefore are available for purchase online. Samples are sent in an envelope without tracking or insurance. The shipping amount will be discounted in your shopping cart which will reduce the price from a parcel rate to a letter rate.

What is the difference between the “Free Shipping” option compared to the paid shipping options in my shopping cart?
Free shipping is offered if the value of your DIY order exceeds $200. Invitation orders do not qualify for free shipping. Free shipping also comes up in the check out if you have ordered a printable invitation or digital download.

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When is your mail run?
The mail run is at 3pm every day, Monday to Friday. I pack orders as soon as they are received. There is no specific cut off time for same day despatch. If your order comes in at 2pm, then most likely I won't have time to pack it in time. However, if I do have time to pack it, I will! It's best to order before midday if you want your order (providing it's in stock) to go out the same day.

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INVITATION ORDERS FAQ

Can I customise your pre-existing invitations?
Yes! All our designs are able to be changed according to your specifications. We can change the ribbon, card colour, designer paper, buckles, the shape of the card and more. We also create custom invitations from scratch according to your needs!  If you have seen an invitation on our site and would like to change or even remove parts of it, please contact me and I can give you a quote on the new design.

Can I design my own invitation and have Lava Stationery make it for me?
Yes! You can pick and choose products from our web site (or point to other invitations that have inspired you) and most likely we will be able to make something similar for you. Note, that we do not copy other invitations in order to protect the copyright of other invitation designers, but we can create a similar look. Please contact me for a quote.

Is there a minimum purchase for invitations?
Most invitations can be purchased with as little as 1 invitation for a sample. Some invitations such as letterpress or foil printing require minimums and cannot be sent as samples due to the initial high cost of design, materials and/or printing.

What deposit do you need?
Deposits are negotiated with the customer prior to ordering. Usually a 50% deposit is required to begin artwork and formatting. The final balance must be paid prior to production.

How long do invitation orders take before you send them to me?
Invitations take approximately 2-3 weeks to despatch AFTER receipt of payment and approval of artwork. This does not include shipping time. If you have a large quantity of invitations or a more complicated design that requires speciality materials, it may take longer.You will be notified ahead of time.

What forms of payment do you take for invitation orders?
I prefer EFT / Direct Deposit as method of payment for invitation orders. You can also pay via Credit Card or Paypal, however these forms of payment will incur additional charges.



For other invitation enquiries, please see our terms and conditions for invitations and custom orders.

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What is the process for invitations? Will I get a mock up beforehand?
  • 1. Lava will send you a guest list spreadsheet to fill out your guests' addresses
  • 2. Once that's done, Lava will invoice you for the correct amount. You can choose to pay a 50% deposit or the full amount at this stage.
  • 3. Once the invoice is paid, Lava will begin working with you on the design and send you digital mock ups until you are happy with the formatting.
  • 4. Once all the artwork has been confirmed and full invoice paid, the invitations will go into production. Production times are discussed with the client beforehand. Usually it's 1-3 weeks unless we are organising a special order item.
  • 5. The invitations are all sent to you, unsealed so you can add extra items in the envelope (and check them over) before sealing and posting out.



For other invitation enquiries, please see our terms and conditions for invitations and custom orders.

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