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  • Frequently Asked Questions

    We take the guesswork out of custom wedding signs and day-of pieces! With our dazzling designs, simplified online ordering process and free shipping straight to your doorstep, purchasing a custom wedding sign couldn't be easier. Check out our list of most frequently asked questions below. Still want to know more? Reach out via our contact form and we'll get you sorted ASAP!

    ORDERING

    If you have ordered a customizable item, your purchase includes 2 rounds of proofs. The first round is based off of the wording submitted in your order and the remaining round is for revisions.

    After you place your order, one of our designers will personalize your design with the information you submitted. We will email your FIRST proof in 1 to 3 business days (M-F only 9 -5, excluding major holidays) after your order is placed. Once you receive your FIRST proof, you will need to respond via the included proofing form to approve your design(s) for print or request minor edits. If you request edits, your SECOND and FINAL proof will be ready in 1 to 3 business days M-F (excluding major holidays) from receipt of any change requests received.

    Additional rounds of proofs beyond your SECOND proof are $55 per round. It is important you check your email frequently during the proofing process to keep your order on track. Orders will NOT be printed without FINAL PROOF APPROVAL.

    All proofs are sent electronically via email in PDF format. The electronic proofs are formatted for viewing on-screen ONLY. Printing your proof will distort the size and layout of the design.

    It is recommended that you view your proof on a desktop or laptop so that you can easily verify that all elements are correct and ready for print. Small details are more difficult to see if you view your proof on a mobile device.

    An approval to send an order to print is confirmation that you have reviewed the proof(s) completely, agree that all content in the proof is correct, and hereby release Lily & Roe Co. from liability of any content errors that should be discovered after production begins. We do not offer refunds for approved proofs due to customer errors such as misspellings, typos, omissions, formatting errors or oversights. Reprints for errors approved during the proofing process will be the responsibility of the purchaser.

    The fonts used in our designs are carefully selected by our designers for both aesthetics & functionality. We do not offer font changes for this reason.

    If you are not satisfied with the font used in your design you may use one of your proofing rounds to switch to a different design within our shop. If you choose to switch, this will constitute one full round of the two complimentary proofs that are included in your order.  Additional edits/design switches will be billed at $55 per round.

    You may customize wording, ink and paper colors, and print methods.

    Product size, fonts, layouts, design elements (graphics) are not customizable.

    SHIPPING

    Currently we are only able to accept online orders to shipping addresses within the contiguous United States, and do not ship internationally or to Alaska, Hawaii, Puerto Rico or US Territories.

    Custom orders go through 3 stages before they arrive at your doorstep: Proofing, Processing & Shipping.

    Proofing - this is the time spent designing and editing your stationery. The timeframe varies for this stage of the process depending on the number of edits requested and your level of responsiveness. You can expect to receive your 1st proof in 1-3 business days.  Each round of revisions requires an additional 1-3 business days to complete.

    Processing - this is the time needed to print and package your order.  Print time varies based on the printing method selected.  You can see the specific timeframes on the product details tab for the items you've purchased. 

    Shipping - all orders include free ground shipping. Orders ship via FedEx or UPS Ground. Delivery time is estimated (though not guaranteed) to be 4-6 business days within the contiguous U.S.

    You may elect to upgrade your shipping method to 2-Day at checkout.

    Please note: Shipping time is in addition to processing time. Processing time begins immediately upon approval of your proof. Please check individual item details for processing timeframes before placing your order. (Items ordered together may not always ship together.)

    All Lily & Roe Co. orders include complimentary ground shipping within the contiguous USA. Stationery orders are sent via FedEx Ground. Delivery time is estimated (though not guaranteed) to be 1-3 business days.

    Signage orders ship via FedEx Ground or UPS. Delivery time is 1–5 business days within the contiguous U.S.

    You may elect to upgrade your shipping method to FedEx/UPS 2 day shipping at checkout.

    Yes. You may upgrade your shipping method to FedEx/UPS 2 day at checkout.

    Please be aware that shipping time is in addition to proofing and processing time. Processing time begins immediately upon approval of your proof. Please check individual item details for processing timeframes before placing your order.

    ORDER ISSUES

    If you have questions about a specific order you may email hello@lilyandroeco.comto get in touch with our super-helpful customer support team. We love hearing from customers, so please reach out if you have a problem, suggestion or want to send a note or general question.

    Oh no! We are so sorry. Our goal is 100% satisfaction with every order, but we are a team of humans and, occasionally, we fall short. If the printed mistake was due to a Lily & Roe Co. error, we will reprint the missing/incorrect pieces - completely complimentary! Please email us within 72 hours of receipt with your order number and exactly what is wrong with the order and we will make it right! Please allow us 7-10 business days for reprints to ship.

    If the mistake was due to an error you made while ordering (misspelling, omissions, color choice you are unhappy with) unfortunately we cannot return these items, since they were custom designed and printed per your request..

    How awful! We really want you  to love your purchase. We try our best to design, print, package & ship your order with the greatest care but, occasionally, things go awry.

    If you your item arrives damaged, we are happy to correct the mistake. Please send us an email within 72 hours of receipt at hello@lilyandroeco.com detailing the problem.

    For the fastest service, please include a photo of the damaged item(s) and a photo of the packaging with your email message.

    If you have ordered a customizable item from our store your purchase includes 2 rounds of proofs. The first round is based off of the wording submitted in your order and the remaining round is for revisions. You may request changes during the proofing process.

    Since our products are custom printed just for you, there are no returns or refunds after your proof has been approved. Once you sign off on your electronic design proof, you are unable to make changes or cancellations.

    Please review your proof carefully and make sure your order is exactly as you want it before you hit approve!

    Returns & Cancellations

    We begin production as soon as orders are received. If you would like to cancel your order, you must do so before we email proofs to you.  If you request a cancellation after we have emailed your proofs, your order will be subject to a 25% cancellation fee. This is due to the time spent creating your proofs.  Once completed, the cost for the design time cannot be recovered.

    Cancellation requests are not accepted after approving your final proof. Upon proof approval, your order is entered in to our print queue almost immediately and we cannot cancel it at that point. Because each order is custom-printed, we don't accept returns or exchanges at this time. If you have an issue with your order, please email us at hello@lilyandroe.com and let us know!

    Due to the customized nature of your order, we do not offer refunds or exchanges. All sales are final. All orders must be reviewed within 72 hours of delivery. If within 72 hours of delivery, and at our sole discretion, reasonable requests for revision will be considered.

    Orders with spelling, spacing, address, or other such mistakes that were present on the proofs approved by the Client are not our responsibility. Client may request a reprint, but we have sole discretion to approve or deny the request. If the reprint request is approved, the full cost of the reprint and a setup fee ($100) will be covered by the client. If the prints Client received do not match the approved proof, we will reprint all affected items free of charge. If there is an error in on our end (ex. wording on the prints you received do not match the approved proof), we will do our best to remedy the situation. Usually, we will either provide a reprint or a credit for the misprint, depending on the invitation mailing schedule. However, such requests must be made within 72 hours of delivery.
     

    If there is a problem with your order, please contact us via email within 72 hours of receiving your order at hello@lilyandroeco.com to get in touch with our super-helpful customer support team!

    No. All of our products are custom printed to your specifications. They are not eligible for return if you change your mind or decide that you do not like the colors you selected.

    General

    No. Our designs are only sold as finished, printed stationery. We do not offer printables and digital files are not included with your purchase.

    Please, keep in mind our designs are protected by copyright laws and design rights.

    Any reproduction or imitation of our designs whether digital or physical will be considered a violation of Lily & Roe Co.'s intellectual property rights and subject to action.

    Every effort is made to ensure electronic proofs closely represent the image, color and text placement of printed designs, however, the final printed pieces may vary slightly from what is seen online. This is due to your monitor’s color settings being slightly different than that of the designers as well as the printer’s machinery. The colors of your proofs as they appear on your monitor, are only a close representation of the final printed piece. Your monitor uses a completely different system for displaying colors than what is used in the print business. Colors may vary depending on your monitor’s brightness, contrast and color adjustment settings. We are unable to accept returns based on color for these reasons. Lily & Roe Co. is not responsible for variances in final printed colors. We highly recommend ordering samples if you would like to see a representation of our final printed colors.

    We do not offer rush proofing or production at this time, however, you may upgrade your shipping speed at checkout.