We have collated some of our more frequently asked questions for your information - you may find your answer here however our team are more than happy to have you contact us for more information.
Q. I can't find a size or product I am looking for, can you make something up to suit my requirements?
A. Absolutely, we can work with you to create a design that meets your needs. Message us and we can discuss options available and provide quotes.
Q. I have an urgent order, can you help me?
A. Yes, we can prioritise our work to assist with your urgent request, however we do have a small handling fee as it may involve work outside of our normal hours or we may incur fees charged by suppliers to manage your order.
Q. I want tags made however I don't have a logo, can you help me?
A. Yes, we can design a basic logo which you can use on your printed items or we can create a tag using decorative text or coloured card stock. Logo's are retained by us for use on our artwork only, they are not for general use unless a design fee is paid in full.
Q. How do I upload my artwork for an order?
A. We have a dedicated 'Artwork Upload' page on our website, files can be loaded onto that page easily and quickly. Files need to be 300dpi resolution or better otherwise we cannot guarantee print quality. Our machines prefer a jpeg or transparent png file. When sending your files through they need to be saved in the same name as your order e.g. Logo - Smith, if multiple files you will need to number them, e.g. Logo 1 - Smith, Logo 2 - Smith. This helps us locate your file in Dropbox where our upload page deposits all files. If the upload page isn't working you can email direct to firstname.lastname@example.org
Q. How do I know what my order will look like?
A. We supply a proof of artwork for every order we process. A sample of your design will be provided showing measurements and cut lines. You can make changes to layout and size at this point and we will supply a final proof. Once you are happy and have emailed your approval, we will then commence your order. Orders will NOT be commenced unless artwork sign off has been received.
Q. If I want to reorder will I need to supply my files again?
A. No, we keep all artwork on file for our customers to make it easier to reorder when you need to. We can even create a permanent exclusive listing with all of your products conveniently located in the one place for you to order from, we can add and delete products as required. To set this up simply message us.
Q. I only have a small budget, can you help with smaller quantities?
A. Paper Love Cards has a no minimum order policy, this means you can order one item or as many as you need.
Q. I want to order clothing tags but not sure of the size I need. How do I order?
A. All of our cotton clothing tag sheets come in A4, that means you can have any size tag that that fits into those measurements. We have standard sizes listed and if you want something outside of those sizes just add a note to your order and we can advise quantity or you can message us before ordering. A custom size can also be added to our listing for you to make if easier for future orders too.
Q. Are your products sustainably sourced and eco friendly?
A. We try to source sustainably produced cardstock and papers at all times and now carry an Australian made Kraft cardstock and paper range which is 100% recycled. We minimise all waste and cut-offs and turn them into notepads and scrap packs for the crafting community and we purchase 'non shedding' glitter cardstock wherever possible. We have lots of options available to using glitter card so please message us to discuss. Our large mailing satchels are now totally compostable and break down in your household compost over a three month period.
Our main printer is maintained by Fuji Xerox who have their own recovery program for waste toner cartridges and we subscribe to that program.
Q. What shipping carrier do you use?
A. We only use Australia Post and send all items via tracked post in letter size, parcel post and express post. If you have a preferred carrier please let us know. More information on shipping is found in our terms and conditions.
Q. I ordered from you and tracking is showing my order in a different state?
A. We are located on a border town, on the Murray River in NSW. We have the option to use two post offices so sometimes your order will be sent via Corowa in NSW or Wahgunyah across the river in Victoria. Delivery times are the same from both post offices based on Australia Post delivery terms and conditions.
Q. Something is wrong with my order, what do I do?
A. We understand that things can go wrong with printed materials so we work with you to get it fixed. If it is our fault we will replace 100% upon return of the faulty goods, if it is your error then we will help you as best we can to rectify the problem quickly and affordably. We send an artwork proof for almost every order so we recommend that you review it carefully and get someone else to check as well, two sets of eyes are better than one! We do not replace printed material if a logo or design with a less than 300dpi resolution has been supplied and approved for print. We will not provide a warranty for any items printed using app generated artwork - the resolution is too low and does not meet our requirements. You can however, send artwork through for us to check prior to ordering and if it is suitable an order can be placed.
Q. I would like to place a bulk order - do you discount?
A. Our pricing has been structured to include all additional costs however, we are happy to work with customers to achieve best price options for all orders so if you have a bulk order request we can access a range of commercial suppliers who we work with to obtain a better price. Message us to discuss options.
Q. Who owns the rights to my products created by Paper Love Cards?
A. We own the rights to all designs and logos created by us unless you have purchased full rights to use artwork. If you have provided your own artwork then you are agreeing to us using it on your printed products and also in any social media we have. All products on our website are design exclusive to Paper Love Cards and cannot be copied in any shape or form unless permission obtained or an exclusive right purchased. We take all breaches to our copyright seriously and will take further action if required.