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frequently asked questions

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I MADE A MISTAKE WHILE PLACING MY ORDER. WHAT DO I DO?

Contact us immediately by emailing hello@the-quill.com or 831.373.8189. We will do everything we can to fix your order. If the order has shipped, changes cannot be made.


HOW DO I CANCEL MY ORDER?

Contact us immediately by emailing hello@the-quill.com or 831.373.8189. If the order has shipped, you are welcome to return the order for a refund. Shipping is non-refundable. Customer is responsible for return shipping.


HOW DO I RETURN MY ONLINE ORDER?

To return an order placed online, please send an email to hello@the-quill.com with your original order number within 7 days, and we will start the return process. Customer is responsible for return postage and shipping is non-refundable. Repackage the items you are returning in the original condition and accompanied by the original order number. Use your own trackable and insured shipping method* and mail to:
The Quill
553 Lighthouse Avenue
Pacific Grove, California 93950
*The Quill is not responsible for customer returns that are not received. Custom and personalized orders and sale items are not returnable.


ARE PROOFS TRUE REPRESENTATIONS OF THE FINAL PRODUCT?

Colors on PDF proofs are used as a guide only. Colors on PDF files are not always 100% accurate. Ink colors will vary from computer monitor to monitor. When printing proofs out on home printers, ink colors will vary from printer to printer. When printing proofs, please make sure “fit to page” is not selected. Sizes shown on proofs will print at the correct size when printed this way.


HOW DO I MAKE CHANGES TO MY PROOF?

All changes can be made by emailing us at hello@the-quill.com. Stephanie is here to help you create the perfect invitation. She will let you know of any changes that require an additional charge.


ARE PROOFS FREE?

The first three proofs are free of charge. Any additional proofs are $20 each. You can make as many changes as you need within each round of proofing so we recommend that you bundle as many changes as you can within each proof. We have found that most orders are approved within three rounds of proofing.


WHAT IF I NEED TO CANCEL MY STATIONERY OR INVITATION ORDER?

If you need to cancel your order after a proof has been sent, a cancellation fee of $100 plus the cost of any additional proofs will be applied. We will refund your order total to your original form of payment minus the cancellation fee. If an order is canceled after the proof is approved, we will do everything in our power to stop production. Additional fees will be charged based on production status.


I APPROVED MY ORDER, BUT FOUND AN ERROR...

Please contact us immediately by emailing hello@the-quill.com or calling us at 831.373.8189. If there is a mistake on our part, we will correct it as soon as possible free of charge or come up with a solution that works for everyone. If there is a mistake on the order as approved, we will have to charge for reprinting. We obviously do not want this to happen so please have a fresh set of eyes look over the proof before approving. Please check your order thoroughly when it is received as we cannot make any changes or refunds after 7 days from receipt.