We’ve covered some of our most commonly asked questions below
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General enquiries
SHIPPING & DELIVERY INFORMATION
We offer a range of shipping options depending on your location and the item(s) in your order. If your order is over $400.00 we offer free standard delivery.
Yes, we do offer express shipping for our printed invitation suite items and stocked accessories products. However we do not offer express shipping on imported items at this time.
Accessories
Shipping stocked accessories products typically takes 2-5 business days for capital cities or 5-10 business days for regional and country delivery locations.
Please note, some accessories products may take longer. For example, items such as wax seals are made to order whereas other items are imported from overseas which can be subject to extended shipping times of roughly 21-30 days due to delays associated with the pandemic.
Items with extended shipping times are always highlighted on the product page.
Printed stationery products
Please note, the below shipping timeframes are a guideline only and do not include processing or printing time.
Capital cities (Australia only): Approx 2-5 business days.
Regional & country (Australia only): Approx 5-10 business days.
International orders: Please contact our customer service team directly for shipping international orders.
Once your order has completed the printing process and is ready to ship we will update you via email to let you know it’s on its way along with a tracking number so you can see where it is any time!
At this stage, we do not ship or sell items outside of Australia.
Our shipping policy can be found HERE.
While we always aim to deliver by the date shown to you at checkout, we’re unable to 100% guarantee that you will receive the order on the date and time selected. Rest assured, we will keep you updated via email on any changes to your ETA.
If you have entered an incorrect address, please let us know right away via our live chat or email support@paperalchemy.com.au.
Once an order has been placed, we cannot guarantee that we can change or update an incorrect shipping address though we’ll do our best to help.
We can only update the shipping address before your order is shipped. Once it’s sent, it’s too late!
Your tracking number will be provided in the email we send you once we ship your order.
All of our deliveries are Authority To Leave, and we always recommend that you choose a delivery location where someone can accept your delivery. If you’re not home, it’s up to the driver’s discretion to either leave the parcel in a safe place at your delivery location or leave the parcel at a collection point.
Authority to Leave (ATL) allows Australia Post, Couriers Please and StarTrack to leave your parcel without obtaining a signature.
However, with Australia Post, if they deem there is no safe place on the premises to leave a parcel they’ll leave a card and take it to the nearest port office for collection.
If you have somewhere specific you would like the courier to leave your parcel (for example, behind the big pot plant), please let us know by filling out details in the comments section when checking out.
If you absolutely want your parcel signed for, choose a business address where someone will be there to receive it.
When we ship your order you will receive a tracking number so you can track your order. If something seems to have gone wrong, please contact the shipping company with your tracking number found in your despatch email to locate it.
If you have no success, email us via support@paperalchemy.com.au and we will investigate further.
For defective or damaged products, please contact us right away via our live chat or email us at support@paperalchemy.com.au within 7 days of the delivery date to begin the process to arrange a refund or exchange.
Be sure to let us know your order number, product description, quantity, what the problem is and a photo if possible.
You will need to notify us within 7 days of delivery, so don’t put it off!
Please see our Returns Policy and Terms and Conditions for further information.
No, for safety reasons we do not currently offer local pick up from our HQ.
MANAGING YOUR ACCOUNT
To create your account click here.
Simply fill in your details to register and start shopping.
Don’t forget to sign up to our newsletter so you never miss out on the latest news and promotions!
Yes, you will need to create an account with us to make an order. This gives us the information we need so we can provide you with a great experience and get your order to you with minimum fuss.
To edit your account details, log in to your account and go to the ‘Account Details’ or “Addresses” sections. Here you can update your name, email address, password, and shipping details.
To reset your password, log in to your account and go to the ‘Account Details’ section or simply click the “Lost your password?” under the login fields on the login page.
Our Customer Service team is available to help you with your enquiry all year round (except for Christmas Day and New Years Day). You can contact us via Live Chat, email or by submitting a contact form.
We also have an extensive FAQ library that can help solve our most common enquiries.
Our standard operating hours on Live Chat are:
Monday – Friday: 9am – 9pm AEST
Saturday – Sunday: 9am – 9pm AEST
To add an item to your wishlist, simply click the heart icon beneath the ‘Add to Bag’ button on the product page or when hovering over a product on the shop page.
To view items that have been added to your wishlist, you can click on the heart icon next to your shopping cart in the main menu.
We’re an online-only retailer which means that we don’t have any physical stores.
If you have questions about a product, our Customer Service team is always happy to help. You can contact us via Live Chat, email or by submitting a contact form.
PAYMENT & PRICING
We support a wide range of different payment methods. Our payment options include all major cards, Paypal and a variety of Buy Now Pay Later providers.
Yes! We currently support Zip, Afterpay and Klarna.
Our ABN is 20 612 504 408.
We’re based in Australia so all our product prices are listed and charged in Australian Dollars (AUD).
Our stationery products
STATIONERY ORDERING PROCESS
This is one of the most common mistakes that couples make when ordering their stationery. You’ll always need more invitations than you think!
Typically, you’ll need approx two thirds of your guest list as an amount (remember, some guests will share a single invite such as couples or families). Sit down with your guest list and do a careful tally of who needs an invitation but ensure you order at least 10-15 extra sets as there are always people who can’t attend and you may want to invite other guests in their place.
Additional reprints can be quite costly after your order is already printed so we recommend that you accurately determine your quantity and always include the extras for last minute additions and keepsakes before placing your order.
Please keep in mind though, once your order is placed we cannot alter the quantity.
We recommend that you begin the order process as early as possible to ensure that your invitations are ready in plenty of time.
Traditionally, invitations should be mailed out at least 3 months before your wedding so we recommend getting in touch with us for your invites at least 4-6 months before the big day.
For destination weddings or weddings that will require a majority of your guests to book accommodation, we recommend sending out a save the date as soon as you book your venue or approximately 12 months out from the wedding date.
On the day stationery and signage should be ordered as soon as you confirm your numbers (ie once you get all your RSVPs) at least 6-8 weeks out from the big day.
Finally, thank you cards should be written and sent out to your guests up to 3 months after your wedding.
Typically your stationery will be ordered in a couple of phases spread out over a number of months.
Phase 1: This first round consist of sending your Save the Dates. We recommend that you order these as soon as you have set the date for your wedding and have locked in your venue. This will allow your guests to plan ahead and ensure they can make it to your special day.
Phase 2: The second phase is where you’ll prepare and mail out your Wedding Invitation Suites. We recommend mailing this phase at least 3 months before your big day (earlier for destination weddings). This allows your guests time to RSVP (your RSVP date should be at least 1 month before the event to give you time to organise any on the day stationery). We recommend ordering your invitations 4-5 months before you plan to post them.
Items in Phase 2 can include:
- Invitations
- Details/information cards
- RSVP cards
- Belly bands
- Wax seals
- Embossing stamps
- Ribbons or other embellishments
- Envelopes
- Website
Phase 3: This consists of your On the Day stationery. Typically, this round can only be finalised once your RSVP date has passed and your guest list confirmed. These would be ordered at least a good few weeks prior to your event to allow for printing and delivery.
Items in Phase 2 can include:
- Place cards
- Programs
- Seating charts
- Table numbers
- Welcome signs
While it is possible to order more invitations later down the track, it will be significantly more expensive to do this rather than ordering a higher quantity in your initial order.
To ensure you do not need to order more invitations at a later date, we strongly recommend carefully tallying your list and ordering at least 10-15 more invitation suites than you think you will require as part of your initial order.
Yes, we do. The minimum order quantity stated for each item is the most economical amount to start printing from.
All of our pricing is based around the minimum quantity stated for each product, so if you require less than this please get in touch with us and we will give you a quote for the amount that you require.
Discounts do come into play with high quantities being ordered.
Yes!!! We want to make sure we give our customers the best prices possible at all times so we have set up our ordering system in our store to automatically discount your order based on the quantities of each item that you order!
You will notice the discounted rates as your enter them into your cart, so the more you buy the cheaper your price per item becomes.
We want to make sure we give our customers the best prices possible at all times so we have set up our ordering system in our store to automatically discount your order based on the quantities of each item that you order!
We will do our utmost to help you if you need your order in less than the standard turnaround time. However, our ability to speed up your delivery can be affected by a number of factors so get in touch with us as soon as possible to discuss the quickest way we can get your invites to you!
Please note: There is an extra fee of 20% applicable to any rush orders.
Once you purchase your beautiful new invitation suite, we will kick off the personalisation process by sending you our easy to use templates that will collect the details we need to fill your invite.
When we have updated your suite with the information you provide us, we will send you a digital proof for you to check over all your details (and we can even offer suggestions to help you get the best outcome possible).
Don’t worry if you made any mistakes with the text you provide us, you get up to three free rounds of revisions so we can tidy up any errors or information changes (please note that any further rounds of revisions will incur a fee of $30 each time).
Once we receive your final approval, we will send your finished design off to be printed, prepared and delivered to your doorstep!
Printing turnaround times can vary based on a number of variables including:
- Which day our print run occurs for the type of printing you’ve selected;
- How many pieces are included in your invitation suite;
- Whether you are getting the invitation suites assembled by us;
- The number of special effect print methods you’ve selected;
- Whether you’ve purchased a custom designed invite suite;
- Where we are shipping to.
Please keep in mind, the below guidelines are calculated from the time that you approve the final design proof (ie there are no more design or content changes to the product).
- Digital ink: Approx 5 business days + shipping.
- White ink: Approx 5 business days + shipping.
- Hot foil: Approx 12 business days + shipping.
- Letterpress: Approx 12 business days + shipping.
Typically, all orders arrive unassembled. However, we can hand assemble them for you for an extra fee. Please get in touch with us for more details and pricing.
If you need to make a change to your order please contact us immediately at info@paperalchemy.com.au. Unfortunately, if your order has already gone to print, we can’t make any further changes.
SEMI-CUSTOM INVITATIONS VS FULLY BESPOKE DESIGNS
All of our semi-custom collections are designed as complete collections that follow a matching overall look and theme, however you can customise various elements of every design to match your wedding if there is a particular look you would like to achieve.
Typically, in all of our semi-custom collections, you can customise the ink colour, paper stock, add special embellishments such as adding a metallic foil or edge foiling. And, of course, you also have full control over the text that goes into any of the designs!
If there is a specific look or feel you are after that is not offered by our collections, take a look at our bespoke design process for a completely unique collection just for you.
All of our semi-custom invitations have been designed using fonts that work well with the overall design. If, however, you’re really set on using another one of our fonts, please let us know which one and we will let you know if it’s a suitable substitute.
All of our designs can be tailored around your colour palette in order to match your wedding. If you can’t find the design and colour you like together, please contact us and we can discuss the best colours to use for your theme for any particular design.
Please note: The colours shown on our website are a guide to the shades we have available. Due to the nature of viewing colours on-screen you can rarely get an exact match to the real life printed colours, however we do try to get as accurate a match as possible.
Definitely! If you see a design you like, we can customise all the text within to suit whatever event you are planning for.
We will eventually expand our ranges to encompass a wider variety of events, however, in the meantime we are more than happy to fine tune our existing semi-custom collections to suit your celebration.
Absolutely! We are happy to accommodate any of your custom needs.
Send us your details of what you would like printed as well as a copy of your design so we can discuss your ideas, timings and prices.
PRINT TROUBLESHOOTING
If you come across a product that’s out of stock and you wish to be notified the minute it’s back in stock, simply get in touch with us via live chat or our email support@paperalchemy.com.au right away.
If the stock is unavailable within the time you need it, our team is great at putting together alternative options using your palette to achieve the vision you’re after.
Colours on-screen are indicative only and may not be an accurate representation of the true colours in person, as all monitors and screens display colour differently. We highly recommend ordering a sample.
Always keep in mind that a picture on your computer screen has light shining through it from your monitor, so the image will likely appear different (typically a bit darker) once printed compared to on-screen.
Although your home printer won’t be an exact match for the professional quality printers we use, a printed version of your digital proof can give you an idea of what to expect.
If the error is our mistake, we will reprint the corrected version and ship them at no cost or send you a refund for your purchase.
If the error is the client’s mistake (ie you approved the final proof with the error), you will be liable to paying for the reprint plus the cost of shipping.
If you’re worried how your colours or design will look on the stock you have chosen we suggest you order a sample print.
This is not a standard inclusion in our printed product range so you’ll need to get in touch with one of our helpful team members to get more information and pricing on getting a sample printed.
We always hope to blow you away with a fantastic experience from start to finish. However, if you find that you’re unhappy with your printing quality for any reason please get in touch with us via live chat or our email support@paperalchemy.com.au right away.
Be sure to let us know your order number, printed product, quantity and of course your concerns and we’ll take it from there.
You will need to notify us within 5 business days of delivery, so don’t put it off!