Terms of Service

INSTRUMENT PROCESS
Our diary is almost always busy and we have a slot system with limited space to make sure all clients are equally receiving Cathy-Ann’s full attention.

When you are booked in, you will be placed in a schedule for when your final order will be made and finished by. In the busiest period (April through to September) this can be up to 2 weeks before your deadline.

Cathy-Ann will discuss these dates with you to make sure you are aware of her work plan.

To avoid any unnecessary stress, please let us know if you require your order at a particular time before your deadline.

Final guest lists will be required 5-6 weeks before Cathy-Ann begins painting. You will be given the option to have 5 extra “just in case” instruments painted for any last minute changes - we strongly encourage you do this to avoid unnecessary stress!

Guest lists MUST be spell checked by you. Any mistakes that are found after painting will incur a charge (if you have the 5 extra tambourines added to your order, we will use one of these to fix the mistake). On the unlikely event Cathy-Ann makes a mistake, this would be rectified free of charge.

RUSH ORDERS
Any order required in under 5 weeks is classed as a rush-order due to the bespoke nature of the products. If your order falls under this category, there will be an express charge. Rush orders are only booked if we feel it’s possible to turn them around in time.

For stationery, rush orders will only be allowed 2 revisions due to the limited time we will have to complete the order.

Due to the short turnaround time, we may be unable to meet certain requirements if our suppliers are unable to send them soon enough. For example - you may have to choose a particular size tambourine that we already have in stock or you may have a limited choice on ribbon colours.

Shipping prices will increase with rush orders in order to get them to you in time.

REVISIONS
You will be allowed 5 revisions for instrument designs before the final painting begins.

Once final painting begins, any changes after that cannot be made without further payment.

You will be allowed 3 major revisions for stationery (please note we realise there will be lots of back and forth for colour decisions, illustration placement etc and this does not fall under major revisions). If major changes are requested after painting has begun - further payment will be requested.

Please note - these allowances do not apply to rush orders. Please see section for rush orders below.

PAYMENTS
Deposits for instruments are non-refundable after a 3 day cooling off period due to being used to order in the stock, so please be 100% sure before placing an order. Please note this also means that whichever size instrument you choose is final.

Deposits for stationery are non-refundable after a 7 day cooling off period.

Rush order payments are non-refundable after a 1 day cooling off period.

Final payments are expected on completion of the order. Orders cannot leave our studio until the invoice is settled.

SHIPPING
As we need final weight and measurements of a parcel to book it in for shipment, shipping quotes are only estimations and will not be charged until completion of the order. We try to make sure the estimate quote is as close to the final price as possible. We cannot ship out an order until final payment is received.
Once parcels have left our studio, we can no longer be held responsible for any delays that may incur due to the courier. However, we will always try to help as much as we can to find a solution for any delays being caused!

UK Shipping
We will stay in touch until the parcel has been successfully delivered. If there are any delays or problems during the shipping process, we will chase the relevant courier to find out details needed to get the parcel safely to you.

Outside of UK Shipping
If your parcel is being shipped within the EU, there are now new rules regarding the receiver of the parcel. You will need a representative from the shipping destination to be your shipping contact (we recommend your wedding planner if you have one!). For example, if we’re sending to Italy, you must have a point of contact that resides in Italy to be the parcel’s receiver. Customs will require the representative to provide ID before they will release the parcel. Without this representative, the parcel will be held and cause delays.
Parcels to the USA are currently going ahead as normal with a 2-3 day service, however we are closely watching the changing updates on tariffs between the UK and USA and will update accordingly.
Please note - we are currently unable to send to Mexico due to the strict rules on instruments and the long delays it causes.

CUSTOMS AND DUTY FEES
Shipping to destination countries from the UK will require going through customs. Studio Joy will fill out the relevant forms when shipping to make sure this is as smooth a process as possible, however, the customs officials will also need to make contact with the receiver of the parcel (or your representative if you’re not from the destination country).

After all the relevant custom checks have been made, you will be required to pay a duty fee. This will vary in cost depending on how much your parcel is valued at. We will discuss this with you during our consultation.

Please note - if the address you have chosen to deliver to has restrictions or limited opening times, we cannot guarantee the courier will deliver within those hours. We would strongly advise choosing an address where there is someone to receive your parcel anywhere between the times of 8am - 7pm.

We use a range of couriers depending on the country, these include: DHL Express, UPS and Fedex. If there is a courier you know works better in your area, please let us know.

ARTWORK RIGHTS
In the initial stages, Cathy-Ann will create mock-up work to make sure you’re happy with the designs you’re deciding on. These are protected by watermarks and we trust you will not use these draft copies as means to create products with.

If you would like access to the any part of your stationery artwork for other sources, please email at: cathyann@studio-joy.co.uk to request permission and we will be happy to provide the necessary files.

STOCK INFORMATION
Our tambourines are made with real sheep/goat skin tops and are not suitable for vegans. The skin is held with metal studs. They have a wooden base and metal cymbals.

Our maracas are made of wood with a varnish finish.

Our castanets are made of wood with a varnish finish and elastic holding the two pieces together.

All stock is sourced from suppliers in the UK and made in China.