FAQ's

What are your store hours?

We do not have a physical store location that is open to the public.

We are available to be reached Monday through Friday 9 am to 4 pm and Saturday by appointment only.

You can schedule pickup of your local order during these times as well.

What payments do you accept?

We accept Visa, Mastercard, Discover, American Express and/or PayPal. Your card will be charged when the order is placed.  We use Square, PayPal and/or Stripe Processing.  Gift certificates are available for purchase and redeemable online only.

We have secure transaction. Lilian Grace Designs will never sell or share your personal information to any third party.  All information obtained on our website is for order use only.  Our website uses an SSL (Secure Sockets Layer) which ensure data passed between the web server and browser is secure and private.

Why do you charge sales tax?

We are required to collect sales tax on all Ohio orders.  Event tax varies due to county the event is held.  Online orders will be taxed using the home office location tax rate.

How do I place a custom order?

Check the product listing to see if a custom option is available. If you do not see a listing for what you are needing, you can submit your request on our custom work order form.

We do offer custom orders on a schedule availability basis.  Please fill out our custom work order form with as much detail as possible for us to be able to put  a quote together for your custom order.  You will be required to pay a non-refundable deposit of half of the order total to secure your order and the other half at the time of approving the final proof for your custom order.  Your order will not be made without full payment.  If at any time you cancel your custom order in the design process, you will be charged a fee for design time as listed in your quote in addition to the non-refundable deposit.  Please check your quote for details on your custom order.  

 Shipping fees quoted vary due to the time frame in which your order is needed as well as the quantity of items and could change from the original quote if any changes have been made to the order.  We will notify you of any pricing increases on shipping as soon as we are made aware of them.

​Please CONTACT US with any custom order questions you may have.

What is your production time?

Most store items are available when purchased and will be shipped out within 3-4 business days. (Holiday's excluded)

​Custom orders production time varies.  Custom orders include no more than 3 total proofs and will be sent to the printer following the acceptance of the final proof.  If you desire more changes than the 3 proofs included in the order, there will be a fee for each additional change beyond the 3rd proof as outlined in your quote. Payment is due in full prior to the custom order being sent for production which could farther delay your custom order depending on when payment is received.

​From beginning to end, please allow 4-6 weeks for total completion of your project and arrival of the goods. If there are delays beyond this time frame, you will be notified in advance.

If you need your custom order quicker, there will be a rush fee charged. If production is done outside of our headquarters, we are not responsible for delays from any third party vendors.

What is your cancellation policy?

Custom order cancellations will have a non-refundable deposit as well as a design fee applied as outlined on your custom order quote.  Any custom orders that have been sent to the printer after the final approval are not able to be cancelled and are non-refundable.

​Online orders can be cancelled prior to shipping.  If you have received a shipping notification email with tracking information your order is not able to be cancelled.  No additional fees will be incurred on cancelled orders prior to shipping.

What is a Service Charge?

Custom orders that have been invoiced but are paid late will be subject to a 1% service charge fee for each month it is overdue. This fee will be added to your remaining open balance monthly until the balance is paid in full.

Can I rush my order?

Online orders needing rushed can be indicated at the time of checkout by leaving a note.  If your order is a rush order that is in stock, we will ship it the next business day using the option of shipping you select at checkout.  If your item(s) are custom and you need to add the rush option to your order, there will be a fee associated with the rush processing.

​Custom orders needing rushed are at the discretion of Lilian Grace Designs.  We often cannot control the time of print availability but will work with you to help you meet your deadline.  Charges for rush ordering will be added to your quote total prior to your order being sent to the printer.  We will work closely with our printer for a faster turn around when possible.  When submitting a request for a custom order please indicate on the submission that your order will need to be rushed. 

What is the custom order proofing process?

Once your custom order quote has been accepted and a non-refundable deposit received, Lilian Grace Designs will begin on your order.  You will receive a digital proof via email within the time-frame listed on your quote.  A link to view your proof will be included in the email and will come from a representative from Lilian Grace Designs. Please follow the instructions within that email.

 Each order receives 1 initial proof with 2 rounds of any edits/changes and a 3rd final proof.  Any additional changes after the 3rd and final proof is sent will have an additional charge as outlined on your quote.

Please review the proof carefully. Please check for spelling/grammar and photo placement if applicable.  If your custom order is in color, please note that colors on a computer monitor may appear different than the color printed.  Reviewing proofs on a phone or tablet screen will not be an accurate view of the color in your order.

Any edits/changes you have for your custom order can be sent via email to our representative. A new proof will be posted and emailed no later than 3-4 business days.  If approved, please reply to the last proof email received with the approval noted in the subject line of the message and a PDF document will be sent to you for digital signature of approval.  Upon receipt of a final approval as well as payment in full, we will submit your order to our printer within 24 hours of receipt.  To approve a proof, you must digi-sign the PDF document accepting the proof to advance your order to the next stage.  If you do not digi-sign the PDF, it will delay your item(s).

We print directly from the approved proof. Lilian Grace Designs is not responsible for ANY spelling, typographical, design or sizing errors that have been approved by you. All proofs and approvals must be documented as stated above.  Verbal approval will not be accepted. Lilian Grace Designs will not incur the costs of reprinting and shipping due to these errors and will not issue a refund for these errors. When an order or approval is submitted to Lilian Grace Designs, you are agreeing to this approval policy.

Why are there inconsistencies in some of the products?

Some products are hand produced in house items and could have variations or inconsistencies in each product.  These variations and inconsistencies are to be expected with items produced in small batches and does not qualify your order for a refund/exchange.  

​All products are inspected thoroughly before being put up for sale on line and again prior to shipping. If you feel your item is defective, please follow our returns, exchanges and refunds policy linked below.

Are your designs and/or sayings copyright?

All designs, sayings, fonts and graphics are copyright to their original owners.  In some cases we have obtained special licensing in order to use graphics and/or fonts on our products.  Additionally, some of the sayings, designs and graphics are copyright to Lilian Grace Designs where we are the original creator. Photography used on our products are copyright to the photographer and may be available for print purchase.

​You are not permitted to reproduce any of our products in any way or reuse them in any form.  In most cases we cannot edit or alter a graphic that was created by someone other than Lilian Grace Designs as it could infringe on the rights of the creator or originator of that image or file.

​Materials supplied to Lilian Grace Designs for custom orders must not be copyright or trademark materials. Proof of ownership of materials will be requested at the time of the order being placed.  By submitting artwork for your custom order, you represent and warrant that you own and/or possess necessary rights with respect to the supplied artist and have proof of this ownership.  Customer supplied materials grants Lilian Grace Designs non-exclusive, royalty-free, perpetual irrevocable right and license, with right of sub-license, to use, reproduce, distribute, create works of and publicly display such customer supplied materials solely in connection with the provisions or production of any product or service by Lilian Grace Designs.  Lilian Grace Designs reserves the right to refuse any supplied art at any time that does not adhere to our code of ethics.   

Custom orders are for personal use only and may not be used for any business, advertising or marketing usage unless purchased commercially from Lilian Grace Designs.  For more details on commercial use, please CONTACT US.

I signed up with my email to your mailing list, what are you going to send me?

Our mailing list includes monthly newsletters, new product announcements and promotions.  By submitting your email address you are agreeing to receive these emails and can opt out at any time by unsubscribing at the bottom of the email sent.  Lilian Grace Designs does not sell this list or share it with any third-party vendors.  Lilian Grace Designs may include advertisements for third-party vendors in some newsletters.

Do you offer discounts on discontinued or other items?

Lilian Grace Designs will often have discount codes.  These codes will be in our monthly newsletters.  Be sure to apply your discount code during the checkout process for the discount to be applied.  If you do not apply the code at checkout, the discount will not apply for that order and will need to be used on your next order prior to the expiration date.  If the discount code you have is not working and you feel it should be an active code, please CONTACT US prior to submitting your order.

​Sales will be offered for short times only, be sure you are subscribed for exclusive offers.

​Discontinued Items as well as Mystery Bags are sold as is and all sales final, no returns, refunds or exchanges.

​Discount codes are case sensitive, it is important that you enter it exactly as it was given to you with capitalization and punctuation as shown.

Do you have a subscription box?

We are the home of the Say it with Grace Box, but it is currently on pause.

Where can I send you marketing emails for my services?

You do not have our permission to add our email to your monthly mailings. If you are wanting to work with us directly in a custom capacity, please follow the instructions on placing your custom order.

Marketing/spam emails are not permitted, they will be marked as such and if you create an online account with us, we will remove your access. We reserve the right to refuse.

Returns, Exchanges and Refunds

To learn more about our returns, exchanges and refunds policy for products purchased, feel free to read our most up to date policy. This includes information on damaged items.

Shipping

To learn more about our shipping policy for products purchased, feel free to read our most up to date policy.

Terms of Service

To learn more about our terms of service, feel free to read our most up to date policy.

Disclaimer

To learn more about our disclaimer, feel free to read our most up to date policy.

Privacy Policy

To learn more about our privacy policy, feel free to read our most up to date policy.