FAQs

GENERAL

How do I find out more about the charities you support?

10% of our proceeds are donated to charitable causes. You can read more about the charities we support on our Giving Back page.

Do you ship internationally?

Yes, we are based in the UK but ship worldwide.

I have emailed you. What is the typical response time?

We aim to respond to all customer emails within 2 working days.

How can I contact you if my question is not answered here?

If you cannot find the answer to your question on this page, please contact us using our online form or email us at hello@thedesignpalette.co.uk.


PRODUCT INFORMATION

How are your products made? What materials do you use?

Our stationery is designed and printed on premium paper sourced in the UK. All our paper goods are made from FSC certified paper sourced from well-managed and renewed forests. We are also in the process of transitioning our packaging to eco-friendly and biodegradable materials. If you would prefer your greeting cards to be sent without the cello bag, leave us a note whilst placing your order and we will package your products accordingly.

What size are your greeting cards?

The majority of our greeting cards are A5 (210mm x 148mm) or A6 (148mm x 105mm). However, please check the product description to see the exact sizes.

Are your notebooks softback or hardback?

All our notebooks have a soft cover.

Can I buy a gift card?

Unfortunately, gift cards are not available at the moment but we are working on it.

Do you offer gift wrapping?

Gift wrapping is not available at present but we will be introducing gift boxes in the near future… stay tuned!

Can I add a gift message?

Yes, you can add a gift message :) Add your message as you checkout and we will write it out very neatly on your behalf.


YOUR ORDER

Will you include a receipt with my order?

We don’t send receipts with orders but all the information you need will be in your order confirmation email.

Can I make changes to my order once it has been placed?

As we aim to keep our processing times at a minimum, there is a short time frame where we can make amendments to your order. We can only accept changes to your order if it is received within 24 hours of when the order was placed. Please send us an email with your change request. Please note we do not accept changes to orders that are Special Next Day Deliveries.

Do I need an account to place an order?

Nope, you do not need to create an account in order to shop with us. We offer you the option to create a customer account so that the checkout process is quicker next time you visit and so that you are able to see the status of your order but this is optional.

Can I ship to a different address?

Yes, just add the recipient’s information in the shipping address field when checking out.

My order has not arrived yet. What should I do?

We ship all orders (domestic and international) via Royal Mail. For the majority of orders shipped to the UK, you will have the option of shipping First Class or Second Class.

Orders shipped to the UK

Due to the Coronavirus, Royal Mail are experiencing some disruption to the normal timescales stipulated below. Please see the latest news here. Although majority of Royal Mail First Class post in the UK arrives the next working day, this is a guide and not guaranteed. Below are the estimated timescales (not taking into account the disruption caused by Coronavirus):

UK First Class Delivery - 1-3 working days

Special Next Day Delivery - guaranteed by 1pm. To take advantage of this service, please place your order before 10am Monday to Thursday. Orders placed after 10am will be shipped the next working day. Orders placed on a Friday for Special Next Day Delivery will be shipped the following Monday as we do not offer Saturday Guaranteed Special Delivery. Next Day Special Delivery will not be delivered on UK Bank Holidays or weekends. Please note this service is recorded and requires a signature. 

Europe - 3-5 working days

Rest of World - 6-7 working days

Please note that this is a guide and we cannot be held liable if an item arrives late. Large orders will require signature on delivery. This will incur additional shipping costs. If the estimated timeframe listed above has passed for your region please contact us and we will investigate the issue.

Do you offer free UK shipping?

All orders over £20 qualify for free delivery in the UK. Free delivery will be automatically applied at checkout.

What is your returns policy?

Please visit our Returns Policy page.

My discount code does not work!

From time to time we share discount codes and offers with our newsletter subscribers and social media audience. If you have problems using these discount codes, please contact us and we will help you :)

My order has arrived damaged. What do I do?

We are sorry that your order has arrived damaged. We take a lot of care to ensure your order has been packaged properly so it can arrive safely to you. However, in a minority of cases, parcels can get damaged whilst in transit. Please send us an email and we will do what we can to put this right.

What do I do if I never received my order?

Although we hope this never happens the unfortunate reality is that sometimes parcels do go missing :( Please get in touch with us and we will get on the phone to our friends at Royal Mail to locate the order.


WHOLESALE ENQUIRIES

How do I go about stocking your products?

Thank you for your interest in stocking our products! We would love to find out more about your business. Please visit our stockist page to register your interest and we will send you our wholesale catalogue. We look forward to working with you in the near future!


PRESS ENQUIRIES

I have a press enquiry. How can I get in touch?

Thanks for your interest in The Design Palette. Please visit our press page to get in touch.


LICENSING AND COLLABORATIONS

I am interested in licensing your designs. How can I get in contact?

If you are interested in collaborating with us or licensing our designs, please send us an email at hello@thedesignpalette.co.uk, we would love to hear more.