Customer Service

If we are online a grey box will appear in the bottom right hand corner of any page in the site.   You can ask a question by clicking on the box.

Our telephone number is 0117 927 7667.

For general enquiries please email:  info@jamesellis.com

For accounts queries please contact: accounts@jamesellisstevens.com

To contact us by post please write to:

FAQs

How long will my order take to arrive?

We usually dispatch orders within 1 working day and then it depends on the method you have chosen to send them.  Personalised orders take a lilttle longer depending on the complexity and size of the order.  Notebooks are normally sent out the same day but wedding invitations can take 3 or 4 days.  See our personalised stationery FAQs section below for more details.

I've changed my mind and I want to send back my order.

That's fine.  Simply return the goods in the same condition that you received them in and we will arrange a full refund within 7 days of receipt. Unfortunately we cannot refund any delivery costs incurred in sending the goods back to us. If you want to return personalised stationery please see the answer below.

I've changed my mind and I want to send back my order for personalised stationery.

Unless your order has arrived damaged or we have made a mistake (see the answer below) we are not able to refund purchases of personlised stationery.  However in certain circumstances, depending on the product and the way it is made, we may be able to disassemble it and make changes for you. In the event that you need a change to your stationery get in touch and we will try to help. See our personalised stationery FAQs section below for more information.

My order has arrived damaged or you've sent the wrong items.

Please contact us first. Depending on the size of the order we will either arrange collection or ask you to post the goods back to us. We will replace your order or give you a full refund within 7 days of reciept. Any costs incurred in sending goods back to us will also be refunded in full. 

Personalised Stationery FAQs

Can you send me a free wedding stationery sample?

We are happy to send you a free sample of any product in our personalised wedding stationery range. Just send an email to info@jamesellis.com with your name, delivery address and the code(s) of the designs you are interested in. Product codes begin with B and you can find them in grey text underneath the name of the product.

What is your proof satisfaction guarantee?

We offer to send an email proof with the majority of our personalised stationery. If you are not 100% happy with the proof we will make any changes you ask for, or give you a full refund within 3 working days. Our wedding stationery also includes the option to receive a proof by post. Proofs are completely free and will not add to the cost of your order even if you ask us to make changes. 

How long will my stationery take to arrive?

It depends on how large and complicated your order is. We normally send out notebooks within 1 working day, but for large quantities of stationery you should allow 3 or 4 days. If you have a tight deadline please contact us and we will let you know how quickly we can complete your order.

I want something a bit different to what is available on your site.

We get regular requests for stationery that is shorter, taller, printed in different colours or on different paper. We manufacture everything in our Bristol studios and have access to a wide range of machinery and materiels. Not everything is possible but we understand that personalised stationery is personal so please do not hesitate to ask us.

I've seen another design on your site that I would like for my invitation. Is that possible?

No problem. Get in touch and we will let you know if it is possible and how to order. Alternatively place your order and include your request in the 'comments for our design team' box. If it isn't possible we will offer full refund.

I would like to see a proof of my stationery before I order, is that possible?

We offer a free optional email proof with the majority of personalised stationery orders. We also offer free optional finished proofs for wedding invitations and some other products. Please note that we will not fulfil your order until you have appoved your proof. If you have any queries about proofs or have any special requests please contact us.

My order has arrived and you have made a mistake. Can I have my money back?

We put a lot of time and care into your orders and try our very best not to make mistakes. If we do we will give you a full refund or replace the stationery free of charge. Please let us know here.

 

The date of our Christening has changed and all our invites are now useless. Can we have a refund?

Unfortunately we are not able to refund purchases of personlised stationery. In certain circumstances, depending on the product and the way it is made, we may be able to disassemble the product and make changes for you. In the event that you need a change to your stationery please get in touch and we will try to help.