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Help Desk
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To save you time we have compiled a list
of answers to our most frequently asked questions. What
does your question relate to;
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If you can't find the answer you require
here please contact us on 02 9603 3651 or info@kardella.com
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Do you produce a catalogue?
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We produce 4 page promotional flyers for
magazines and shows, however, we do not produce a full
hard copy catalogue. To see our complete range you are
in the right place - our website www.kardella.com.
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How much does delivery cost?
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We charge $12.00 per order to deliver anywhere
in New Zealand.
Delivery to countries outside New Zealand
is charged at cost. Price depends on weight of the goods
ordered.
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How long does it take for my order
to be despatched?
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The despatch time for you order depends
on what you have ordered. Our service standards are as
follows;
| Items |
Despatch time* |
| Items that are not printed or personalised e.g.
cameras, plain boxes, names change kits |
2 working days |
| Printed or personalised items |
2 working days per proof, then 5 working days for printing
once proof is approved. |
Once your order has been dispatched you
will receive an email from confirming the details.
* Please note our working days are Monday
to Friday. Occasionally items are out of stock, if that
is the case we will contact you.
You should add the delivery times below
to the despatch times above. For example, if you order
a product that has a despatch time of 2 working days you
can expect your order in 6 working days (2 to despatch,
4 for delivery).
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How long
do orders take to be delivered once they are despatched?
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We use Australia Post for our deliveries.
If you are not home at the time of delivery your Post
Person will leave you a card. It is recommended that you
provide a work address for delivery if no one is home
during business hours.
Their stated delivery times are 3-4 days.
We can't guarantee delivery within these
times.
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What happens if I am not at home when
my order is delivered?
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Kardella Kreations uses the Postal Service
to deliver parcels. If you are not at home to receive
the parcel, a card will be left so you can pick it up
from your closest post office. Sometimes cards get accidentally
discarded, so if you believe your parcel should have arrived,
check with your local post office first.
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What happens if there is a shortages
or defect with my order?
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Please help us to help you by reporting
shortages or problems with your order within 7 days of
delivery. This will enable us to assist you in rectifying
the problem without undue delay. Any faulty or damaged
stock will be replaced at no charge.
Products ordered incorrectly by customer, can be refunded
if informed within 7 days of dispatch and in mint condition
on return. Postage will be paid for by customer and a
10% administration charge will apply. Prior authorisation
must be obtained before returning any goods.
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Our cameras use AGFA 400asa film. They
are 24 exposure and have a flash.
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Storage of cameras
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Cameras should also be kept in a cool
dry location to ensure the film is not effected by heat.
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There is no card included with our cameras,
usage information is printed on the bottom of the camera.
If you want candid shots taken by your guests, we have
found it is a good idea to get your MC to make an announcement
at the reception ceremony telling guests that the cameras
are on the table, the type of photos you would like taken
and where to leave them so you can have them developed
after the ceremony.
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I have already ordered and received
my printed invitations but have realised I did not order
enough. Can I have more printed?
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We have a minimum order of 30 printed
items, however, if we still have your job on file we can
rerun your job for a setup fee of $10 per stationery item
(so if you have need and RSVP and invite reprinted the
setup will be $20.00), plus the cost of the items.
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How long does my order take to be printed?
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We recommend that you order your invitations
3-4 weeks before you require them. Our service standards
are as follows
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I have placed my order for printed
stationery, what happens now?
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Within 2 working days of placing your
order you will receive a proof of your order (any subsequent
proofs also take 2 working days). This proof will
come as a PDF attachment to an email. Please feel free
to make as many changes as you wish to this proof and
email them back to us. We will email you a revised proof
to check. You can then make any final changes to this
proof and email them to back to us. We will then email
you a final proof. If you make changes after this proof
we will charge you $15.00 for each additional proof. We
will not proceed with printing until you have approved
a proof that requires NO changes.
Once you authorise us to proceed
with printing, it takes 3 working days for your order
to be despatched. Times between despatch and actual
delivery to your address varies dependant on your location.
You should add the delivery times
to the despatch time.
Once your order has been dispatched you
will receive an email from confirming the details.
Additional Information -
Sometimes our emails go to your junk
box, to avoid this please add our email address to your
contacts list.
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Can I change the format, borders, images
or graphics on the DL invitation designs?
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You can have any wording on your invitations
that you require. However, we are unable to design aspects
such as colours of graphics, images and borders.
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Can you print my invitations in a language
other than English?
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We can, we just need you to provide the
require text to us in a word document. A $30 setup fee
applies. Very few fonts come with the accents etc. required
for many languages, so your order will be printed in Monotype
Corsiva font.
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Can I order through Kardella Kreations
if I am not connected to the Internet?
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Yes by phone, fax or mail. To order by
mail or fax you will just need to fill out one of our
mail order forms which can be downloaded from our website
or sent directly to you. The prices can be obtained by
contacting us by phone. If you have friends or family
who would like order forms, we can arrange to have them
sent out.
You can find the fax/mail order
form here. |
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I don't have a credit card can I still
order from Kardella?
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You certainly can, you can use our fax/mail
order form to pay by money order or cheque. If you
would prefer to pay by direct deposit (EFT) please contact
us by phone for account details, |
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How do I cancel an order?
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The best way is to email us ASAP and we
will cancel it. You must remember that in most cases,
orders placed are dispatched within 48 hours. Orders that
have been dispatched cannot be cancelled and will have
to be posted back at the expense of the customer. As long
as the packaging is in original condition, a full refund
less postage will be provided.
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Your guests' names overprinted
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We can save you the hassle of writing
names on your invites, addressing your envelopes and placecards
by personalising them for you.
We charge just 30 cents per invite and 60
cents per envelope. Prices of printed placecards include
personalising.
Please provide your lists in excel format.
To make it easier for you we have created the following
templates;
When we receive your list we will contact
you to get your payment details.
When you send us your addresses please ensure
the list is complete. We do not check spelling etc. We
will charge a fee of $7.00 to manually enter late changes.
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What is the Kardella Returns Policy?
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If you order an item which turns out to
be unsuitable we will exchange it for another similar
item. We will make a cash adjustment either way if the
price is different. This could be the case if the wrong
size box is ordered for example. A good way to avoid this
problem purchasing a box sample pack in advance of the
main order.
If you order too many of an item, and want
to return the excess, generally these are not accepted.
If an item is printed or personalized and
we make a mistake copying from printed copy provided by
you, we will replace the item.
If the item is printed or personalized and
the order was placed by phone we will generally not replace
the item unless it is obvious that we have made a mistake.
This could occur when the order was taken and written
down and then the operator transcribes it wrongly. For
personalized items we encourage customers to provide written
copy.
For invitation orders we always provide
proofs. Once these have been approved we do not accept
liability for errors.
If we send out an incorrect item, that is
it is different from the item ordered, we will replace
it and pay for the return postage for the faulty item.
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What length of ribbon is required to
wrap your boxes?
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* to wrap with 4 way tie (like a present)
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How many time is the personalised information
repeated on a 25 metre roll of personalised ribbon?
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There are approximately 100 repetitions
on a 25 metre roll of ribbon.
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Samples are available for all of our invitations
and boxes.
To buy a sample, enter the quantity required
and click the  button
at the bottom of the product page.
Choose as many or as few samples as you
want. They are charged at the unit price of the product.
Personalised products are sent with example wording. Generally
it will be the same wording as shown on the website. There
is a minimum charge of $5.00 per pack. Sample packs are
sent postage paid to any address in Australia.
A complete list of samples available can
be seen by clicking here.
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If I use a credit card to purchase
my items can anyone else obtain my credit card details?
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Our site is tested and certified daily to
pass the HACKER SAFE Security Scan. To help address concerns
about hacker access to confidential data, the "live"
HACKER SAFE mark appears only when a web site meets the
HACKER SAFE standard. Research indicates sites remotely
scanned for known vulnerabilities on a daily basis, such
as those earning HACKER SAFE certification, can prevent
over 99% of hacker crime.
We use the most advanced security measures
to protect your information and details. We use Secure
Socket Layer 128 bit key encryption to ensure all credit
card transactions are totally safe. We do not store any
credit card details, therefore additions to orders already
placed will require you to phone through payment details
or place a new separate order.
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Do you have a showroom?
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We do not have a showroom, lower overheads
mean we can bring you a great range at fantastic prices.
All of our products are available online or via mail order.
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