How custom orders work
Every Lola Lorena Christmas card and notecard is designed and printed for you. Because each order is personalized, we send a proof first, and nothing is printed until you approve it. This policy covers proofs, changes, reprints and shipping for notecard and Christmas card orders placed on lolalorena.com with Lola Lorena Ltd. Co. Custom design and illustration work for clients is covered in its own section below.
Your proof: please review it carefully
You are responsible for checking your proof. Once you approve it, we print exactly what you approved, and we can’t reprint for free for errors that were in the approved proof.
We email a digital proof to the address on your order, usually within 2 business days. Before approving, please check:
- Spelling of every name, including family members and pets
- Dates, years, addresses and phone numbers
- Wording, punctuation and line breaks
- Photo choice, cropping and placement
- Card design, colors and envelope color
- Quantity and any extras (double-sided printing, address printing)
You can request changes to your proof at no charge until you approve it. Up to 2 rounds of changes are included; more may add a design fee. Reply to the proof email with your changes, or approve it in writing.
Colors on screen vary by device, so printed colors may look slightly different from your proof. Small color differences are not considered errors.
If we don’t hear back, your order stays on hold and won’t be printed. Delayed approval can push your order past holiday shipping dates.
Returns, refunds and cancellations
Because every order is personalized, we don’t accept returns or exchanges, and we can’t refund printed orders for a change of mind.
- Before you approve your proof: you can cancel your notecard or Christmas card order for a refund.
- After you approve your proof: your order goes to print and can’t be cancelled or changed.
- Reorders of an approved design: if you’d like extra cards or a correction after printing, we’re happy to reprint at the current price.
Custom design and illustration projects
Client design and illustration work is quoted individually, and the scope, timeline and number of revisions are set out in your proposal or estimate.
- Deposit: larger projects require a 50% deposit before work begins. The deposit is non-refundable, including if the project is cancelled.
- Balance: the remaining balance is due before final files are delivered or the job goes to print.
- Cancellation: if a project is cancelled after work begins, the deposit is kept. Work completed beyond the deposit amount is billed at the agreed rate.
- Proofs: the same proof rule applies. Once you approve final artwork or a print proof, errors in the approved version are your responsibility.
If something is wrong with your order
We’ll reprint your order at no charge if:
- Your printed cards don’t match the proof you approved
- There is a printing defect, such as smudging, streaking or bad trimming
- Your order arrives damaged, or you received the wrong quantity
Please email us within 14 days of receiving your order, with your order number and photos of the problem. We may ask you to send back the affected cards. Our remedy is a reprint of the affected cards, or a refund for them if a reprint isn’t possible.
Errors that were in the proof you approved, such as a misspelled name, are not covered. We can reprint those at the current price.
Production and shipping
- Printing time: orders print within 5–10 business days after you approve your proof.
- Shipping: shipping is calculated at checkout. We ship within the United States only, by USPS, and you’ll get a tracking link by email when your order ships.
- Local pickup: available in Fort Worth by arrangement.
- Address changes: we can change your shipping address any time before your order ships.
- Lost packages: if tracking shows no movement for 7 days, contact us and we’ll work with the carrier. We aren’t responsible for packages marked delivered to the address you gave us.
Questions
Email orders@lolalorena.com with your order number, and we’ll reply within 2 business days.