FAQs

CUSTOMER SERVICE
1. How do I contact Enchanted Envelope?
2. When can I reach someone by phone?
3. May I contact Enchanted Envelope by email?

ORDERING
4. How do I place an order online?
5. How do I know if Enchanted Envelope received my order?
6. Will I see a proof of my order before printing?
7. How do I know if my printer is compatible with the stationery I have selected?
8. Is GST included in the price?
9. Do you ship overseas?
10. How long does it take to receive my order?
11. How can I change my order?
12. How do I cancel my order?

PAYMENT INFORMATION
13. What forms of payment do you accept?
14. When will I be billed for my order?

PRIVACY & SECURITY
15. Is it safe to use my credit card?
16. Do you sell my personal information to any 3rd parties?
17. What is your privacy policy?

PRODUCT
18. What if I have a question about a product?
19. What is your return policy?
20. How can I return merchandise?
21. I’m not sure if I’m using the correct grammar, punctuation and etiquette for my wedding invitations. Can you help me with this?
22. Can I have my order gift wrapped and sent to a different mailing address?

WEDDING STATIONERY
23. When should I order my invitations?
24. How many invitations should I order?
25. When should I mail my invitations?
26. When should I order my Thank You notes?

SHIPPING
27. How much do you charge for shipping?
28. Do you ship overseas?
29. Do you offer express shipping?
30. How do I know when my order has been shipped?

1. How do I contact Enchanted Envelope?
You may contact Enchanted Envelope through one of these methods:
Email: customerservice@enchantedenvelope.com.au
Phone: 1800 601 628
Mail: Enchanted Envelope
PO Box 3274
Caroline Springs, VIC 3023

2. When can I reach someone by phone?
Because most of our suppliers are overseas, we work hours that tie in with them. We are happy to help you with all of your stationery needs between the hours of 12pm and 8pm (AEST) Monday through Friday, and 9am until 1pm on Saturdays. Please call our toll free number – 1800 601 628. Any other time you can leave a message and we will return your call as quickly as possible.

3. May I contact Enchanted Envelope by email?
Yes, absolutely! Please feel free to contact us at customerservice@enchantedenvelope.com.au. We will respond to your email as quickly as possible.

4. How do I place an order on-line?
Start by browsing our carefully selected collection of products. When you see something you like, click the “add to cart” button. This will keep the selected items together until you are ready to check out. You can review the items in your basket by clicking the “view cart” button. This will take you to a page where you can add or remove items from your basket at any time.

5. How do I know if Enchanted Envelope received my order?
We will send you an email confirmation of your order. If you don’t receive a confirmation within 24 hours, please contact us via email at customerservice@enchantedenvelope.com.au.

6. Will I see a proof of my order before printing?
After you place an order with us, we will provide you with three “proofs” of your invitations that you have ordered prior to printing - usually by email attachment. You get to choose your favorite design and see what it will look like before you get it. You also need to check all information carefully, as we require customer sign-off on the proof before fulfillment of your order.

7. How do I know if my printer is compatible with the stationery I have selected?
We provide you with some basic instructions to help you to print your invitations but we encourage you to practice printing on the sample prior to attempting to print your invitations. If you have any questions about printing, please contact us at customerservice@enchantedenvelope.com.au

8. Is GST included in the price?
Australian Goods & Services Tax is automatically calculated for you and added to the product price. The actual amount of GST paid is listed in the Check Out area of our web site.

9. Do you ship overseas?
We ship orders regularly within Australia and New Zealand. Extra shipping charges will apply to orders shipped to New Zealand. We also ship orders to many other parts of the world and if you do want an order sent anywhere else, we will be happy to help and provide you with a quote from Australia Post on the cost of getting the parcel to you. Please e-mail us should you require this option.

10. How long does it take to receive my order?
For orders that don't require any printing, we try to dispatch them to Australia Post within 24 hours of your order.
Any orders that require design and print can take longer and we will work with you as best as we can to meet your requirements. (We will contact you via e-mail once your order is placed to understand your needs) If you don't hear from us, please check your spam folder (as alot of our mail ends up in there)
Unless otherwise requested, all orders will be shipped via Australia Post. Delivery times for Australia Post (information as supplied on www.auspost.com.au):

These timetables are guidelines only and based on reasonable expectations and experience. For more detailed information, please confirm with your local Post Office. (**Current as of September 2005)

If you request express shipping, we will attempt to accommodate a next business day delivery through Australia Post at some additional expense. However, in some cases, next business day delivery may not be possible.

Please contact us for additional enquiries.

11. How can I change my order?
Enchanted Envelope makes every effort to expedite processing your order and as a result we might be unable to modify your order. If you need to change your order, please contact us within 12 hours of placing your original order at our toll free number 1800 601 628.

12. How do I cancel my order?
Enchanted Envelope makes every effort to expedite processing your order and as a result we might be unable to cancel your order. If you decide to cancel your order, please contact us within 12 hours of placing your original order at our toll free number 1800 601 628.

13. What forms of payment do you accept?
We accept Visa and Mastercard directly through our own secure payment gateway. You may also choose to pay using the Pay Pal link provided in the Check Out area of our web site. We also accept valid Enchanted Envelope gift certificates. If you require to arrange payment, we can also arrange EFT, cheque or money order on prior arrangement. (Orders are not dispatched until payment is received)

14. When will I be billed for my order?
Your order will be billed to your credit card account when you complete the “checkout” section of our web site.

15. Is it safe to use my credit card?
We use a secure payment gateway that utilizes SSL encryption. We also offer you the choice of paying through Pay Pal, another secure payment gateway. Please see our Terms & Conditions for more information.

16. Do you sell my information to any 3rd parties?
Absolutely not! Enchanted Envelope is committed to protecting your privacy while you use our website. Please see Enchanted Envelope’s Privacy Policy and our Terms & Conditions for more information.

17. What is your privacy policy?
Please see our Privacy Policy.

18. What if I have a question about a product?
Please contact Enchanted Envelope by phone or email (as listed above). We will respond to your query within 24 hours. Depending on your question, we will give you an estimated time when we will have a response to your query. Since many of our products come from North America, it may require more than 24 hours to receive an answer. However, we will make every effort to respond as quickly as possible.

19. What is your return policy?
We guarantee your complete satisfaction with the products that we sell through our web site.

If you need to return an item, please contact us at customerservice@enchantedenvelope.com.au for a Returns Form.

Unprinted/DIY stationery

If you are not delighted by your purchase, please return the unused, undamaged merchandise to our mailing address with a completed returns form for a refund. Since we require that all purchases be made using a credit card, we will apply any refund to the card used to make the purchase. If you would prefer, Enchanted Envelope may offer you a store credit to be used for your next purchase.

Custom Printed stationery

If we have made a printing error on your order, please contact Enchanted Envelope toll free at 1800 601 628 (available 12pm-8pm AEST Monday through Friday or 9am-1pm Saturdays) within 3 business days after receiving your order, so that we may correct the error. Orders that need to be reprinted will be given priority attention and will not result in additional cost to the customer.

If the mistake is a customer error, we will reprint the order to the customer’s satisfaction and the customer will be responsible for the cost of the reprinted order and additional shipping.

Our mailing address at Enchanted Envelope is:
Enchanted Envelope
PO Box 3274
Caroline Springs, VIC 3023

20. How can I return merchandise?
Please mail the unused, undamaged merchandise back to Enchanted Envelope at the following address with a completed returns form:
Enchanted Envelope
PO Box 3274
Caroline Springs, VIC 3023

The customer is responsible for any shipping charges for items returned to Enchanted Envelope unless the products are: misprinted at the fault of Enchanted Envelope or defective due to manufacturer error. If you have any questions, please feel free to contact us at customerservice@enchantedenvelope.com.au for more information.

21. I’m not sure if I’m using the correct grammar, punctuation and etiquette for my wedding invitations. Can you help me with this?
Absolutely! We understand that your wedding is one of the most celebrated events of your lifetime. We will do whatever we can to help you ensure that your wedding day is announced with style and beauty. Email questions to etiquette@enchantedenvelope.com.au for more information.

22. Can I have my order gift wrapped and sent to a different mailing address?
Yes. Please see “Options” within our “Product Detail” area under each product listing for our gift-wrapping options. Each option includes a bow and gift enclosure. Prices start at $4 per gift.

23. When should I order my invitations?
Invitations should be ordered at least three months before the wedding date. However, we encourage you to order as far in advance as possible to ensure the planning for your “big day” is as stress free as possible. As soon as you have the details regarding your ceremony (such as, date/time, approximate number of attendees and location), we recommend that you place your order.

24. When should I mail my invitations?
Typically, wedding invitations should be mailed 4-6 weeks prior to the response date (RSVP) for a formal function and 3 weeks prior for a very informal wedding.

25. How many invitations should I order?
We recommend that you order 15-30 more invitations that you think you need. It can be expensive to place a smaller order after your initial order has been completed (due to our printing services). You will need extra invitations for any mistakes and last minute additions to your guest list. You may also want to save a few as keepsakes!

26. When should I order my Thank You notes?
We recommend that you order your Thank You notes at the same time as ordering your wedding invitations. In most cases, we offer notes that coordinate with your wedding invitations. And it can be one more thing you check off your wedding planning list!

27. How much do you charge for shipping?
Shipping charges inclusive of GST will be automatically calculated for you when you “check out” from our web site. If you have additional queries or would like additional information about Australia Post, please see www.auspost.com.au.

28. Do you ship overseas?
We currently ship within Australia and New Zealand. Shipment to New Zealand may incur additional costs. If you require shipping to any other country, please contact us.

29. Do you offer express shipping?
At your request, we will make every effort to work with Australia Post to offer next business day deliveries. However, due to geographic considerations, this may not be possible. Please see www.auspost.com.au for more information on Express Parcel services.

30. How do I know when my order has been shipped?
We will contact you by email to let you know when your order has been shipped. You will also receive an system generated confirmation.