Frequently Asked Questions

How do you accept payment?
Payment for all design service can be made via PayPal or the secure credit card payment system on our Make a Payment page. The server is secure and your information is never stored on our site.
Do you offer payment plans?
A 50% non-refundable payment is due prior to any work being done on your project and to hold your spot in our queue. The remaining balance is not due until the design comps have been finalized and approved, before installation or delivery of final files. For projects more than $2,500 we will provide a 4 month payment plan upon request; however, your final design and/or files will not be installed and/or delivered until the final payment is received.
Why do you not offer refunds?
Due to the nature of digital design, we do not offer refunds. A 50% deposit is required to hold your spot in the queue. When we accept your project and place it on our schedule we, in turn, have to turn down other potential clients. This fee also covers time and resources we put in to preparing for your project including correspondence, research, brainstorming, etc. We do understand there are emergency circumstances beyond our control. In the event of such, Swoon Creative will work with you to come to a resolution that will satisfy both parties.
What happens if I'm dissatisfied with your work?
We only accept projects from clients who we feel match our style and aesthetic. This is why it is extremely important for you to be as detailed as possible when inquiring about design services. If we feel like we are not a good fit, we will let you know and point you in the direction of a reputable designer who we will feel would be a better choice for your project. If you feel like we are not delivering a design with the look and feel you wanted, you will receive a refund of 25% of your deposit and will not be required to pay the remaining balance. The remainder of your deposit is kept by Swoon Creative to cover time, work, and resources put into your project thus far.
What is your communication policy? Why do you prefer email?
We prefer all initial communication to be done via email. Once you are an official client, your project will be placed in a project management system and you will be able to set up an account for further correspondence. We prefer communicating via email because it leaves a paper trail to protect both parties from agreements, disputes, and “he-said, she-said” scenarios. It’s also easier to go back and reference an email than try to remember a phone conversation. We prefer using the project management system after you have been established as a client because it keeps all communication, ideas, files, proofs, etc in one place so it doesn’t get overlooked.
Do you accept phone calls at all?
During our experience, phone calls do not accomplish any more or less than digital communication, but they do take up more time and resources. Our time is very limited and mostly done at night. We understand some clients feel better talking to a “real person.” If that is the case, we will discuss options. If a phone consultation is accepted, it is $100, will last no longer than one hour, and must be paid before the call begins. If you decide to use our services the amount will be deducted from your total bill.
When can we get started?
While we would love to start every project immediately (and sometimes, we can!), availability is due to demand. We only book a few full projects per month. When you inquire about our services, we will provide you with a list of our current and upcoming availability so you can choose your preferred start date based on your needs. If you have a specific deadline to meet, please let us know up front so we can review our schedule and ensure we will be able to complete your project on time. We prefer not to rush through projects because we want to be able to provide our clients with the best quality product we can deliver.
Do you accept rush orders?
Yes, we do accept rush orders. Rush orders do not interfere with our current queue as they are worked on outside of normal business hours. Due to the time sensitive nature of rush orders, a 50% up-charge of our normal rates will apply and full payment is required upfront to avoid delays.
What are your turn-around times?
Turn around times depend a lot on the client. We do our best to stay on schedule but can not guarantee strict time-frames unless a Rush Order package is purchased. Quick and organized communication is key in ensuring a smooth design process and moving through your project quickly and efficiently. Project time frames vary greatly depending on the amount of revisions needed, content, communication, etc; however, typical turn-around times are listed below:
LOGO DESIGN: 2-3 Weeks
BLOG DESIGN: 3-5 Weeks
WEB DESIGN: 4-8 Weeks
Do you do content entry?
Content entry is NOT included in blog only packages. Content entry is ONLY included in the following packages: Blogger Website Design, WordPress Website Design, and the Full Branding package. Up to 8 pages (NOT including product entry for e-commerce) are included in these packages. If you would like to purchase content entry services for more pages, product entry, or other packages in which content entry is not included, you will receive a quote based on our rate of $50 per hour.