FAQ'S
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FAQ'S
How much does it cost to work with us?
A: Please fill in the inquiry form with your contact details, stating what it is you want done and we will email you a tailored quote within 24 hours with a detailed breakdown of the cost.
A: Please fill in the inquiry form with your contact details, stating what it is you want done and we will email you a tailored quote within 24 hours with a detailed breakdown of the cost.
What does the cost include?
A: This depends on how much work is required to get the job done. For example, a logo design may include 4 different design concepts that will be emailed for your approval. After we receive your feedback, changes will be made and the final round of refined design concepts will be emailed for your approval and feedback. Just in case you want to make minor changes, a second round of small changes is included in the original design quote. Please note that after two rounds of changes, any additional changes you request will be billed at an hourly rate. Details will be provided in the requested quote.
A: This depends on how much work is required to get the job done. For example, a logo design may include 4 different design concepts that will be emailed for your approval. After we receive your feedback, changes will be made and the final round of refined design concepts will be emailed for your approval and feedback. Just in case you want to make minor changes, a second round of small changes is included in the original design quote. Please note that after two rounds of changes, any additional changes you request will be billed at an hourly rate. Details will be provided in the requested quote.
As soon as payment is received we will contact you immediately to discuss your design and printing requirements. All clients receive a unique artwork proof and contract based upon the specific needs they have for their project. Each project has a detailed service agreement that must be signed by the client before work starts, which specifies details regarding refunds, cancellations and project pricing. Please refer to your contract for specific details. Requests for the final portion of payment due on all projects are not made until the project has been completed. Please note final payment is due within 5 business days once the invoice is received. All payments must be made immediately in order to insure all goods are delivered on time.
How long does a project take to complete?
A: Graphic Design project time frames will vary depending on how complicated the project is. In most cases, design projects are completed way before the due date and time frame agreed upon before work begins. We have a turnaround time of 5 working days for big projects and 24 hours for small projects. As our client testimonials prove, we have a reputation for providing a reliable and timely delivery of client’s projects.
A: Graphic Design project time frames will vary depending on how complicated the project is. In most cases, design projects are completed way before the due date and time frame agreed upon before work begins. We have a turnaround time of 5 working days for big projects and 24 hours for small projects. As our client testimonials prove, we have a reputation for providing a reliable and timely delivery of client’s projects.
What’s involved in the design process?
A: Once we’ve agreed on the cost and deadline for your Graphic Design project, a 50% deposit will be required before work can begin.
After we have received payment and discussed your design brief which ensures we have a better understanding of the type of business or project required. We can also have a face‐to‐face meeting via video call, or we could meet in person if you are in Melbourne Victoria or you may provide details by phone or email.
To kick-off the design process we start by researching and analyzing your competitors specific to your industry and begin by working on rough ideas. A first draft will be presented to you for feedback by email as a PDF for your approval. Working on feedback received from you, the refined designs will once again be emailed to you. Once you review the refined designs, we will make final changes as per your request and the final designs will be emailed for you to approve and sign off. Once the balance owing has been paid, we will then email all necessary files to your nominated email address and depending on your order, we will begin printing.
What artwork file types do you provide?
A: When we have finished working on your new logo or chosen project we will email you the final artwork compressed in a zip file. The zip file will include all necessary files ready to send for printing or for use on different digital platforms.
A: When we have finished working on your new logo or chosen project we will email you the final artwork compressed in a zip file. The zip file will include all necessary files ready to send for printing or for use on different digital platforms.
Can we talk on the telephone?
A: Definitely yes! We would love to chat with you about your upcoming new project. We can design you a new logo or a custom project that will capture the spirit of your brand. You have come to the right place! Please fill in the contact form with your contact details and we will get back to you within 24 hours. Once we have established a working relationship, please feel free to call us any time between 9:00am to 5:00pm Eastern Standard Time, during weekdays. Please note we are closed weekends and Public Holidays.
A: Definitely yes! We would love to chat with you about your upcoming new project. We can design you a new logo or a custom project that will capture the spirit of your brand. You have come to the right place! Please fill in the contact form with your contact details and we will get back to you within 24 hours. Once we have established a working relationship, please feel free to call us any time between 9:00am to 5:00pm Eastern Standard Time, during weekdays. Please note we are closed weekends and Public Holidays.
Can we help with printing services?
A: Yes, we will be very happy to provide you with a quote for printing your marketing stationery. These may include Business Cards, Letterheads, DL Envelopes, Flyers, Bookmarks, Custom Postcards, Folded Brochures, Booklets and Magazines, Note Pads, Posters, Envelopes, NCR Invoice Books, Presentation Folders, Calendars, DL With Compliments Slips, Stubby Holders, Coasters, Tote Bags, Crackback Gloss Paper Stickers, Water/UV Resistant Polyprop Stickers, Swing Tags, Greeting Cards, and Uniforms. Please contact us for a more detailed quote. Once a 50% deposit is received we will begin printing. Please allow 3‐5 working days for dispatch and delivery. Please note final payment is due before we can dispatch all printed materials.
A: Yes, we will be very happy to provide you with a quote for printing your marketing stationery. These may include Business Cards, Letterheads, DL Envelopes, Flyers, Bookmarks, Custom Postcards, Folded Brochures, Booklets and Magazines, Note Pads, Posters, Envelopes, NCR Invoice Books, Presentation Folders, Calendars, DL With Compliments Slips, Stubby Holders, Coasters, Tote Bags, Crackback Gloss Paper Stickers, Water/UV Resistant Polyprop Stickers, Swing Tags, Greeting Cards, and Uniforms. Please contact us for a more detailed quote. Once a 50% deposit is received we will begin printing. Please allow 3‐5 working days for dispatch and delivery. Please note final payment is due before we can dispatch all printed materials.
What type of payment method is accepted?
A: We require a 50% deposit payment before we begin working on any project. This is payable using the following a Bank Deposit, VISA, Credit Card, AMEX or PayPal. These payment details will also be included in the provided quote. The remaining 50% is due upon completion of the project, prior to release of files.
A: We require a 50% deposit payment before we begin working on any project. This is payable using the following a Bank Deposit, VISA, Credit Card, AMEX or PayPal. These payment details will also be included in the provided quote. The remaining 50% is due upon completion of the project, prior to release of files.
What type of shipping do we use?
A: We use Australia Post postal service for all deliveries. Deliveries take about 3‐5 working days, and for regional areas deliveries may take up to 7-9 working days. Please note a signature may be required for all delivered goods.
A: We use Australia Post postal service for all deliveries. Deliveries take about 3‐5 working days, and for regional areas deliveries may take up to 7-9 working days. Please note a signature may be required for all delivered goods.
What happens if my parcel goes missing?
A: If by any chance you have not received your order, please email us your full name and order number and we will immediately look in to the matter for you.
A: If by any chance you have not received your order, please email us your full name and order number and we will immediately look in to the matter for you.
How do I track my order?
A: Once your order is inspected packed and dispatched you will receive an email and SMS with a tracking number to track your parcel with Australia Post.
A: Once your order is inspected packed and dispatched you will receive an email and SMS with a tracking number to track your parcel with Australia Post.
If you are not home at the time of delivery, the driver will leave a pickup card and your parcel will be taken to your local Australia Post Office for you to pick up.
Do you ship overseas?
A: Yes we do, please contact us for further information.
A: Yes we do, please contact us for further information.
REFUND/RETURN POLICY
All clients receive a unique artwork proof and contract based upon the specific needs they have for their project. Each project has a detailed service agreement that must be signed by the client before work starts, which specifies details regarding refunds, cancellations and project pricing. Please refer to your contract for specific details. Requests for the final portion of payment due on all projects are not made until the project has been completed. Please note final payment is due within 30 business days once the invoice is received. All payments must be made on time in order to insure goods are delivered on time.
Graphic Design Services
The deposit payment specified in your contract is non-refundable. Requests for refunds, after the deposit payment’s have been received, must be presented to Candace Masenda Graphic Design in writing. Refund requests must be made prior to Candace Masenda Graphic Design receiving written or verbal authorization or approval of acceptance of services performed. After a artwork proof has been accepted please note no refund is available for Graphic and Design services rendered.
Printing Services
Printing fees are 100% non-refundable if printing cycles have begun. If a printing fee refund is requested prior to the commencement of printing cycles, a full refund of printing fees, less a $66.00 Incl GST processing fee will be issued.
Printing fees are 100% non-refundable if printing cycles have begun. If a printing fee refund is requested prior to the commencement of printing cycles, a full refund of printing fees, less a $66.00 Incl GST processing fee will be issued.
Non-refundable Services
The following payments are not refundable.
The following payments are not refundable.
* Graphic Design service fees are 100% non-refundable once work has commenced.
* Printing fees are 100% non-refundable if printing cycles have begun.
How Refunds Are Processed
Unless your contract states otherwise, payments made to Candace Masenda Graphic Design by credit card will be refunded to the card that the payment was made with Cash or Direct Deposit payments will be refunded by Direct Deposit only.
Unless your contract states otherwise, payments made to Candace Masenda Graphic Design by credit card will be refunded to the card that the payment was made with Cash or Direct Deposit payments will be refunded by Direct Deposit only.
Faults and Defects
Full refunds will be available in the instance of major faults/defects.
Cancellation or Termination of Agreement
Either party may terminate the agreement upon giving written notice to the other as indicated in their specific agreement. Upon termination of the agreement by the Client or by Candace Masenda Graphic Design may retain any initial payment and the Client shall pay Candace Masenda Graphic Design for all hours spent on the Project, up to the date of termination, at Candace Masenda Graphic Design's standard rates together with all other amounts due. Any initial payment that has been received shall be credited against any such amounts due. All indemnities shall continue even after any such termination.
Either party may terminate the agreement upon giving written notice to the other as indicated in their specific agreement. Upon termination of the agreement by the Client or by Candace Masenda Graphic Design may retain any initial payment and the Client shall pay Candace Masenda Graphic Design for all hours spent on the Project, up to the date of termination, at Candace Masenda Graphic Design's standard rates together with all other amounts due. Any initial payment that has been received shall be credited against any such amounts due. All indemnities shall continue even after any such termination.
We can help you
refresh your
business branding image
Why is Graphic Design important for your
business?
Design opens up valuable opportunities for businesses. Its importance is often underestimated, but good design can bring some significant business benefits.
Source: Business Link
Interested in our services?
We’re here to help!
We’re here to help!
We want to know your needs exactly so that we can provide the perfect solution. Let us know what you want and we’ll do our best to help.
