FAQ – COOCACHUU

WHAT’S YOUR RETURNS POLICY?
Unfortunately we don’t accept returns for change of mind (so choose carefully) but if your  goods arrive and are defective or we shipped the wrong product we will arrange a replacement. You’ll just need to get in contact and send us a photo of the damaged product in it’s original packaging and we will take it from here.

We do reserve the right to refuse a return on any product that does not deem itself as faulty or damaged.  Please bear in mind that all screens (computer, tablets and smartphones) are calibrated differently and this is out of our control. So you’ll need to allow for the possibility of a slight colour difference from what you see onscreen to what you receive in the mail, we don’t see this as a fault in the product product.

If you think I’ve sent the wrong product to you, send me an email along with your purchase information and we will take a look and get back to you about it.

WHAT ARE YOUR SHIPPING RATES?
Because our products are all different sizes and weights we ship by product type, so you know what your up for I have put at the bottom of the product description the cost of shipping that will be added to your cart when you purchase an item.

HOW LONG DOES IT TAKE FOR MY ORDER TO BE SENT?
Once you have made a purchase (thanks for that) we will send you the order with 5-10 days using Australia post regular post.

DO YOU SHIP OVERSEAS?
We can ship anywhere outside of Australia, just send me an email with what your after and I’ll look into shipping rates and get back to you with a price.

ARE YOU CONCERNED ABOUT THE ENVIRONMENT?
Of course, who isn’t? All our products in the Coocachuu stationery range are printed on a recycled paper stock made from 100% post consumer waste and we use a Melbourne based printer to produce our product.

CAN I USE ANY OF YOUR IMAGES, ON MY BLOG, ON A WEBSITE OR SUPPLY IT TO SOMEONE ELSE TO USE?
Nope. All digital images and .pdf’s used on this site are the sole property and copyright of Coocachuu Designs (that’s me). You can’t use my work or any images without permission, but having said that send me an email if you have any questions or would like to submit an image of mine and I’ll let you know if it’s ok for you to do so.

IS MY PAYMENT SECURE?
Sure is. We process all online orders using Paypal. (You don’t need to have a pay pal account set up to purchase through them).

WHAT’S YOUR PRIVACY POLICY?
Your business is nobody else’s business, Coocachuu won’t pass on your information to anyone.

DO YOU TAKE ON WORK EXPERIENCE STUDENTS?
Unfortunately not at this stage.

DO YOU TAKE ON GRAPHIC DESIGN CLIENTS?
Sure do, but this depends on how busy we are, send me an email with a little about yourself and what you need designed, if I don’t have the capacity to take it on I can refer you onto an awesome agency I work for called Idaho (chances are I may work on it through them for you, but if not there is a great team that can take care of anything you need).

FAQ – WEDDING INVITATIONS

HOW LONG DOES THE WEDDING STATIONERY PROCESS TAKE?
For wedding stationery we need a minimum of 30 days to fill your order, this includes proofing time for you and time for me to make any changes. We have a printing turnaround of 2 weeks, so once you have signed off on your wedding stationery you will receive your order within 2 weeks, we ship express via Australia Post.

(Take a look at our things you should know.pdf for all the information we need from you).

ARE YOU ABLE TO PUT A RUSH ON MY ORDER, WE WANT TO GET THESE OUT QUICKLY?
Unfortunately not, our printing turnaround of 2 weeks is non negotiable so if your super organised that’s only leaving us 2 weeks for you to approve the job, generally there’s always a little back and forth which is why we can only take on your order if the minimum 30 days isn’t an issue for you.

WHAT’S YOUR RETURNS POLICY FOR INVITATIONS?
Unfortunately we don’t accept returns on approved artwork for any reason. When approving and signing off on the final proof you accept responsibility for the information and layout as shown. If errors like spelling mistakes are discovered after your stationery has been approved and or printed, we charge an additional fee for a reprint.

If the design process has begun but we have not gone to print, your payment will be refunded with a percentage forfeited to reflect the time already spent on design.

DO YOU DO CUSTOM INVITATIONS?
We take on custom work depending on how busy we are. If you email me ideas of the style you are after, when you would like to send out your invitations and any other information you would like me to know and I’ll will let you know if I’ve got the capacity to take on the job or not as soon as I can.

Custom Designs have a $400 design fee on top of the printing costs. All rights to the artwork created remain the property of Coocachuu Designs (that’s me) and Coocachuu Designs (me again) has the right to use the artwork however we (I) like in the future.

HOW DO I PROOF MY ORDER?
Good question, we will send you .pdf’s every step of the way for you to check over, we don’t run any spell checks because it generally questions half of the invitation text so we ask that you check over everything carefully and let us know any mistakes, because once you sign off you accept responsibility for the information layout and it’s accuracy as shown in the proofs.

I LIKE YOUR INVITES, CAN YOU MAKE THEM BIGGER…?
Sure can, just send me an email with the sizes you would ideally like and I will send you a quote with the closest measurements I can achieve.

I LIKE YOUR INVITES, BUT I WANT TO CHANGE SOMETHING….. CAN I?
Sure thing, although some of the designs are limited to what you can change, take a look at our our things you should know.pdf and it will explain what you can change and where.

HOW MANY TIMES CAN I CHANGE THINGS BEFORE YOU CHARGE ME EXTRA ?
To keep thing moving along (because honestly we could change things forever) I allow you to change things like colours and fonts 3 times before I start charging extra, things like typo’s I’m not worried about, it’s changes to an element of the design.

CAN I USE ANY PART OF YOUR DESIGN FOR A LOGO, ON MY BLOG, ON A WEBSITE OR SUPPLY IT TO SOMEONE ELSE TO USE?
Nope. All digital images and .pdf’s used through the process are the sole property and copyright of Coocachuu Designs (me again). You can’t use my work for personal logo design or reproduction outside of Coocachuu Designs and the stationery you order from me. All illustrations and designs (custom and template) may not be reused without my permission. Having said that send me an email if you have any questions or would like to submit an image of mine and I’ll let you know if that’s ok or not.

IS MY PAYMENT SECURE?
Sure is. We process wedding stationery orders through Paypal. (You don’t need a Paypal account set up to process the payment).

WHAT’S YOUR PRIVACY POLICY?
Your business is nobody else’s business, Coocachuu won’t pass on your information to anyone.

Please take a look at our things you should know.pdf for any other information that you or I need.