frequently asked questions-09

Can I order custom item(s)?

Yes, you can contact me with a personalised request.

Do you have a retail store?

No.  We are based online but do meet with clients face to face.

Do you sell wholesale?

Yes, I do.  Send me an email and we can discuss it.  Please don't use my pictures (on all social pages) without prior permission.  All work is copyright.

Can I order a sample?

Depending on your time frame, we might be able to do a sample design based.  Samples won't have your personal info included in the design but general info.  A sample will be charged the same as a normal order and this will include design & set up fee.

What is the design fee?

A design fee is charged for the time it takes to conceptualize, research and create the design.  The design fee is charged per order or client, not per hour.  If you select a previous design then I won't charge a full fee.  A setup fee for small alterations to the existing design will be charged.  © 2010, Busy Lizzy Creations, All rights reserved.  All designs and work is the intellectual property of Busy Lizzy Creations and may not be duplicated or edited without prior notice and permission.  Design fee equals time spent creating work, not ownership of designs.  See rates under "Services page".

Will prices change on my quote?

I try to keep my prices competitive, as low as possible and don't have a yearly increase on most of my items.  However material prices are subject to inflation, rand/dollar exchange rate.  It is impossible to estimate what future prices on the material will be.  Quotes are valid for 30 days only unless otherwise stipulated.  Prices may change without prior notice.

What is the payment terms?

All items to remain the property of Busy Lizzy Creations until the invoice is paid in full.  Full payment on invoices is due unless otherwise stipulated and agreed upon.  If part payment is done, then designs will be done, however, manufacturing work will be done until full payment is done.  No cash payments on collections, ONLY EFT will be accepted.  If a direct cash deposit is done, ensure full payment plus bank charges are paid.  Full invoice amount to clear an account.

Do you do rush orders?

We do accommodate rush orders at an additional fee.  This fee covers an after-hours fee and moving other orders around to accommodate your order.  This is not always possible but contacts us and we can see what we can do to assist.

What is the process after payment?

See "Order Process" tab in menu for more info

Can you deliver?

Orders are sent with a courier or you may collect directly from my office.  Full parcel tracking email and door to door service available.  Courier cost will depend on the item(s) ordered. We take the utmost care in wrapping and packaging each item but sometimes accidents happen.  Busy Lizzy Creations does not take responsibility if items are lost/damaged in transit to the client unless the client has taken insurance and it was stipulated on quote/invoice.  It is the client's responsibility to indicate if they want insurance. 

Damaged parcels should be reported to the driver immediately upon receiving the parcel and within 24 hours to Busy Lizzy Creations, as we only have 48 hours to submit claims.  Claims are done through the courier company (not Busy Lizzy Creations) and items will only be replaced once the claim is approved.  If the full claim is not approved, then the balance (value of the item) must be paid before the item(s) is manufactured and sent out again.  See full T&C of the courier company here online.

When will I get my order?

Orders take approx 21 working days to complete, from date payment reflects and designs are signed off (if applicable) unless otherwise stipulated.  All orders go into a queuing system.  I can accommodate rush orders under special conditions.  Send me an email to discuss it.  See wood slabs for lead time and info.  If you have placed a large order with various items, lead time might be longer.  All info required to finalise designs needs to be in 14 working days before you require them to arrive (wedding, event or collection date).  This includes guest names, menu's, seating arrangements and so forth.

Why is colour different to the mock-up?

Screen colours vs print colours do differ.  Computer/phone/tablet screen colours will vary from device to device based on settings.  Screen colours are made by mixing coloured lights and the print colour is made by mixing coloured ink.  If the colour is important e.g.: logo and branding then make sure artwork is set up correctly and we are informed of the colour codes beforehand.  We do a sample print to get it as close as possible but if you wish to check it for yourself please confirm this beforehand.  Please send a colour swatch if you require a specific colour.  Your maroon might be another person's burgundy.

What is terms for electronic products?

Busy Lizzy Creations does not assume responsibility and disclaims liability for damage, loss, or expense arising from improper use, operation, or installation of these products. Busy Lizzy Creations assumes such position due to the inability to control the conditions and methods of installation and use of the said product(s).  These products are not intended to be used for long periods of time.  Keep away from small children.  The material used is SABS approved, not the final product.

Can I cancel my order?

I understand life does happen and most times it is out of our control.  If a quote is accepted and invoiced and orders are canceled (for any reason), a 20% handling fee will be charged.  The balance of the invoice will be paid back into the client's account via EFT.

What if I am not happy with order?

Each item is handmade, customised according to clients needs and special attention is given to orders.  If you requested an item to be made to look like something in a photo, then keep in mind I have my own process or way of making the item(s).  My creations are not made in a factory or a mass-produced item.  I take the utmost care in making each item and wrap them before sending, however, accidents do happen.  No refunds are offered as items are customised and can't be resold.

I don't want my items shared on social media

Busy Lizzy Creations has the right to publish photos taken in-house and post these photos, any time on our social media pages.  We don't need permission from the client to do so, however, if the product(s) is a "surprise" then the client can request that we publish the photos at a later stage e.g.: after the event.  Such a request should be requested in writing before collection and we will see within reason if the request can be accommodated.

Terms for raw wood items

Consider the following when placing the order. They are freshly cut.  We have to go into the forest and select from the wood the cutters has put out for us. This process is weather permitting and availability.  We can not select a tree and cut it down just because it is the right size/shape/colour.  With this being said you can request a specific size but I can't guarantee they will be available.  After the wood is cut into slices they need to stand a few days to dry. Although the entire drying process can take a few weeks and most of the drying will happen when it is at the client.  This is a hand-finished product and not a treated factory item.  Eventually, slabs will crack / loose bark (some or all) once they have completed the drying process.  Orders take approx. 21 working days. This includes sourcing, cutting, cleaning and drying. It is weather permitting and rain might delay the process.  Slabs are only smoothed on one side unless otherwise requested and charged for.  A note will be sent with the final order on how to store your slab(s).

Underplates approx.: 20-25cm diameter | 2-3cm thickness

Cake slabs approx.: 30-35cm diameter | 5-7 cm thickness          

Ring slabs approx.: 10-12cm diameter | 4-5cm thickness

Coaster approx.: 7-10 cm diameter | 1-2 cm thickness

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