FAQs

Answers to your Questions

1. CONTACT

HOW DO I CONTACT YOU?

Say hello to us at hello@eliffantstudio.com. We are happily at work on Monday – Friday 10.30 am – 6.00pm and will reply your email within 48 hours.

I HATE EMAIL. CAN I WHATSAPP?

So sorry we are not available on Whatsapp. Although we very much prefer email, you’re also welcome to message us via Skype for faster reply. Our Skype username is Eliffant Studio.

CAN I PAY A VISIT TO YOUR SHOP?

At the moment we are operating 100% online.

I WOULD LIKE TO MEET YOU IN PERSON. HOW DO I DO THAT?

We would love to meet you too. How about at a nice coffee shop somewhere nearby our location? You can contact us here us to arrange the meeting.

WHERE IS YOUR LOCATION?

We are located in Seri Kembangan, Selangor just 20 minutes away from the city.

CAN WE MEET AT MY PLACE?

Due to tight schedules, we’re afraid we couldn’t travel far. But feel free to email us first and we’ll figure something out.

2. ORDER

HOW DO I START?

Easy peasy. You can start by browsing around our collection. If you can’t find what you need, feel free to contact us.

WHAT IS YOUR MINIMUM QUANTITY?

On our site we have a standard minimum quantity of 50 pcs. If you need less than that, let us know and we’ll quote you accordingly.

CAN I HAVE A SAMPLE?

Definitely! You can order our sample kit for free here.

WHEN SHOULD I PLACE THE ORDER?

When do you plan to distribute the invites to your guests? Start placing the order at least 4 weeks before to avoid rush job. For custom design, learn more about our perfect timeline here..

I’M REALLY LATE. CAN I STILL ORDER?

Hurry and contact us! Our fastest design and printing process is 2 – 5 working days for ready-made collection.

IS THERE AN ADDITIONAL COST FOR RUSH ORDER?

Our additional fee for rush order is 15% from original amount.

IN THE MIDDLE OF THE PROJECT I DECIDED TO ADD ANOTHER STATIONARY. CAN I GET A PACKAGE PRICE?

That depends. We would love to but sometimes our hands are tied. It is advisable to properly plan your stationary before finalize your order. However, let us know your situation and we’ll see what we can do.

3. DESIGN & PRINTING

HOW LONG CAN I GET MY DESIGN?

Design process is depends on the complexity of the project. The rough estimation to get a design proof is 2 – 3 working days for ready-made collection, 3 – 5 working days for semi-custom project and 5 – 7 working days for custom project. Please note that design process starts one day after we received your first deposit.

CAN I SEE A PROOF FIRST?

Definitely! Every design product on our site includes digital proof for your review.

CAN I CUSTOMIZE THE DESIGN FROM READY-MADE COLLECTION?

Customization is allowed for our ready-made collection but limited to ink color, font size, wording and minimum layout arrangement. You can learn more about customization here.

I NEED A MAP ON MY INVITATION. IS THERE AN ADDITIONAL COST?

There’s no additional charge for map illustration. You could request up to 2 maps per order.

CAN YOU DO WEDDING INVITATION IN FOREIGN LANGUAGE?

We would love to! However, clients need to prepare the wording for us as we only speak Bahasa Malaysia and English. Our preferable file is in Microsoft Word or PDF.

WHAT IS YOUR PRINTING OPTION?

Our most basic printing method is digital flat printing. For fancier option we offer foil stamping and die cutting. You can learn more about our printing option here.

HOW LONG IS THE PRINTING PROCESS?

Printing process depends on the type of printing you need for your stationary. Flat printing require only 3 – 5 working days while special finishing like foil stamping and die cutting require 7 – 12 working days.

WILL THE COLOR OF MY STATIONERY MATCH MY SCREEN?

Not 100%. Because all monitors display color differently, your printed stationery may not match what you see on your screen. We are unable to accept returns based on color for this reason. If you are concern about the color, we highly recommend doing a test print before actual printing.

WHAT IS TEST PRINT? HOW MUCH DOES IT COST?

Test print allows you to view your printed design before mass printing. You can see how the color will turn out or whether the font is readable. You are allowed to do 1 final revision if needed. Please note that test print is only for Wedding Invitation and flat printing. The fee is RM12 per design.

CAN I DO MY OWN TEST PRINT?

Yes, of course! However, we cannot guarantee the result will be the same as ours. Each computer, printer model, ink and paper material result differently when printing. It is best to do the test print with us as we will use the same paper and printer when doing your final printing.

HOW DO I RECEIVE THE TEST PRINT?

We can meet or we can mail the test print to your address. Whatever suits you best.

DO YOU PROOF MY DESIGN BEFORE FINAL PRINTING?

We do all the time. However, we still need your approval to release the design for final printing. At the end of the day, it is your responsibility to make sure all information and spelling on your invite is correct.

WHAT TYPE OF PAPER DO YOU USE?

Our most basic paper material is the lovely Signature Ivory; an off-white, flat and smooth surface material suitable for any design. For fancier paper material, we have 2 – 3 varieties to choose from. You can order our sample kit to experience our paper material yourself here.

I LOVE YOUR DESIGN BUT I WOULD LIKE TO PRINT SOMEWHERE ELSE. CAN I DO THAT?

We only sell finished stationery and do not sell digital versions of our designs in part or whole to maintain our quality standards. Design only service is only applicable for custom design.

I ALREADY HAVE A DESIGN. CAN YOU PRINT THEM FOR ME?

Yes, of course. We would love to. Please prepare your file in AI (illustrator) or PSD (Photoshop) for high quality result.

CAN I HAVE THE SOURCE FILES OF MY WEDDING STATIONARY?

Unfortunately, due to copyright issue, the source files are not included in the final price and are not considered part of the Final Deliverables.

4. CUSTOM DESIGN

WHAT IS CUSTOM DESIGN?

It means you could create your perfect invitation that suits your personal taste and wedding theme of your choice. You will have a personal consultation with our designer, 100% control of how you want your wedding invitation to look like, get to personally choose your paper material, type of printing or add special details such as wax seal, custom wedding monogram, ribbons, etc.

WHAT CAN I ORDER?

You could refer our service list here. If you have an idea but couldn’t find on our site or social media account, feel free to contact us and share your fantastic idea. We will see what we can offer.

HOW LONG IS THE OVERALL PROCESS?

Because custom design is curated basically from scratch, we need sufficient time to plan and process. Custom design normally takes at least 6 weeks to finalize. However, do contact us first for exact timeline.

HOW MANY DESIGNS CAN I GET?

Each project will be given 3 (three) design mockups. You can then choose 1 (one) of the 3 (three) concepts to proceed with revision and final printing. You can learn more about custom design here.

IF I DON’T LIKE MY 3 MOCKUPS, CAN I GET ANOTHER 3 MOCKUPS FOR FREE?

If you are not happy with the first 3 mockups, we are happy to design 1 (one) more mockup for free. Additional mockup will be charged separately.

I LIKE YOUR MOCKUP, BUT I DECIDED TO HAVE A DIFFERENT THEME. CAN I HAVE ANOTHER 3 MOCKUPS?

Yes, of course. However, it will be treated as new order and have additional cost for new design fee.

5. SHIPPING

WHAT IS YOUR SHIPPING OPTION?

We ship domestically and internationally via courier. Our courier of choice includes Poslaju Malaysia (domestic) and DHL Express (international). In case you have your own favorite courier, do let us know and we’ll see what we can do.

HOW MUCH IS THE SHIPPING COST?

Shipping cost is calculated based on the package’s weight and delivery location. For domestic shipping, the cost starts from RM20.00.

CAN I PICKUP THE FINISHED ORDER MYSELF

Absolutely! Our self-pickup service is free of charge and available at our location here on Tuesday – Friday between 11.30 am – 4.30 pm and Saturday between 11.30 am – 2.30 pm. You can email us to arrange the meeting.

DO YOU SHIP INTERNATIONALLY?

Yes, we do ship all order internationally. Our courier of choice is DHL Express.

HOW LONG WILL IT TAKE FOR MY ORDER TO ARRIVE?

Both Poslaju Malaysia and DHL Express are fairly fast. Usually it will take around 1 – 3 working days for domestic shipping and 2 – 5 working days for international shipping (depends on delivery location)

SHIPPING TAKES TIME. I NEED MY CARDS ASAP.

No problem at all. You can email us to arrange for self-pickup. Our self-pickup information can be found here.

I HAVE TRUST ISSUE WITH COURIER. CAN YOU DELIVER THE PRODUCT PERSONALLY?

Unfortunately we don’t offer such service. We are sorry for the inconvenience. However, you can pick up your finished product from our location to ensure safe delivery.

CAN I SELF-PICKUP AT MY LOCATION OF CHOICE?

You can only do self-pickup from our pickup points listed here on Tuesday – Friday between 11.30 am – 4.30 pm and Saturday between 11.30 am – 2.30 pm

6. PAYMENT

WHAT IS YOUR PAYMENT TERM?

All orders require 30% non-refundable deposit to kick-start the design phase. We accept payment via online transfer or ATM transfer for local client and PayPal for international client. Please note that PayPal charge 4.4% + RM2.00 transaction fee.

I’M USING A DIFFERENT BANK ACCOUNT AND FORGOT TO USE INSTANT TRANSFER. WILL IT DELAY MY ORDER?

Unfortunately it will as we will only start working on your project once the deposit is received.

DO YOU ACCEPT CREDIT CARD?

Unfortunately we don’t accept credit card at the moment but only online transfer and PayPal.

DO I NEED TO INFORM YOU ONCE I MADE THE PAYMENT?

It will be great to notify us right away to avoid delay. A copy of receipt would be helpful too.

CAN I GET THE PRODUCT FIRST AND PAY THE BALANCE LATER?

Balance payment is due before product shipping. If you want to make sure everything is good before making the final payment, you could opt for self-pickup. Balance can be made when we meet and once you are satisfied with your order.

I HAVE MADE THE PAYMENT BUT THERE’S A PROBLEM WITH MY PRODUCT. WHAT DO I DO?

Contact us, share your problem and we will do our best to assist you.

7. RETURN & EXCHANGE

THERE’S A MISTAKE WITH MY STATIONARY. CAN I GET A FREE REPRINT?

The first step is to kindly check if the printed stationary is the same design that you have approved for final printing or not. If it is, you can request for a reprint with separate cost. If not, we will do our best to replace the stationary with the first approved design.

I MADE A MISTAKE. CAN I GET A DISCOUNT ON SECOND PRINTING?

Yes, of course. We will do our best to give you a discount for second printing and a complimentary rush service.

TURNS OUT I DON’T LIKE WHAT I ORDERED. CAN I RETURN AND GET A REFUND?

We are very sorry but unfortunately, you can’t. If you are not sure, please order our sample kit or do a test print before final printing.

I DON’T NEED YOUR FREE GIFT. CAN I EXCHANGE WITH SOMETHING ELSE?

You are not able to exchange our free gift to any form of cash or other product.

I FOUND ANOTHER STATIONER. CAN I CANCEL AND GET A REFUND?

We really hope you would stay with us until the end but your happiness is our priority. We can arrange for a full refund if the first proof is not yet sent. If we have sent the design proof, the 30% deposit is considered as our design fee and non-refundable.

Any unanswered questions? Contact Us

Contact

hello@eliffantstudio.com ; Selangor,
Malaysia

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