FAQs + Important Info
Who are your clients?
I work with a diverse group of international clients, from all over the world. Everyone from self-employed professionals to an eclectic mix of small business owners.
My creativity feeds off of my client's creativity, and I am forever grateful to have the opportunity to work with each and every person I encounter through my work.
PROJECT BOOKINGS + ORDER PROCESS
Booking your Project with Starling Memory
STEP 1 // RESEARCH
Please take the time to review the information (including pricing) that I have listed on my website prior to contacting me. This will give you a good idea of my fees, so you can decide whether or not we will be a good fit before we begin discussions. I also highly recommend that anyone interested in my services review my FAQ + INFO page for more information on general information about my services, as well as my booking and payment policies.
STEP 2 // QUOTE REQUEST
Preparing detailed quotes for projects is a necessary step when working out your order details. This process can often involve reviewing a lot of detailed information to make sure that all relevant details have been factored into the total cost of your project. For this reason, I ask that anyone who reaches out to request a quote be considerate of my time (and limited availability). Due to being a small branding studio, I can only take on a limited number of new clients at any given time and need to ensure that each project gets the full attention it deserves. This is why it is extremely important that new clients take the time to initially get to know me (and my services) through my website first; before taking the additional time to contact me to discuss their projects in more detail.
I am so grateful for every email I receive and do my absolute best to answer each one of them in a timely manner. If you have emailed me and have not heard back from me within 3-4 business days, please do not hesitate to follow up with another email or (phone call), just in case your first email went into junk mail
Project bookings for orders over $500 can be confirmed with a 50% (non-refundable) deposit. The remainder of the total is due upon project commencement and must be paid upon receipt of the invoice, in order for any work to continue on any project. This deposit will reserve your spot in my booking schedule, as well as help me schedule my workload for the coming months - helping me determine how many clients I can take on at any given time.
Once your deposit has been received, you will be emailed a design brief, which can be completed and returned to me at your convenience. The information in this design brief will be used to work on your project, so it is important that the information provided is accurate and as thorough as possible. When the 1st draft(s) of whichever project we are working on is ready for review, you will either be emailed sample files to preview or in the case of a website design order; you will be emailed a link where the website can be viewed. At this time, detailed feedback regarding any changes can be provided. The design process is very collaborative, so ALL feedback is welcomed, and revisions during the design process are expected (and welcomed!). Once final approval has been given on any design project, additional charges may apply to revisions required after project completion. In the case of any final digital files being emailed to you, this would mean charges may apply for any revisions needed after the final files have been prepared and sent to you. In the case of a website design, additional charges for revisions would apply after the website was considered completed and 'live' (ex: the domain name has been connected).
All orders under $500 must be paid in full to confirm order bookings. %50 of the amount of the total order is also non-refundable.
CANCELLATIONS + REFUNDS
Projects that have already begun (considered 'in progress) and require a cancellation will only include a pro-rated refund of any fees paid beyond the deposit amount. In this event, the pro-rated total for all work spent on the project will be calculated at the rate of $100/hr. This will include time spent on information sharing via email, as well as any time spent on phone call discussions that were required to work out project details. Refunds will not be issued for any work/project that has already been completed.
Why is the deposit non-refundable?
Confirming your project booking with a non-refundable 50% deposit is a confirmation that as a client you are committed to working with Starling Memory Designs. This also ensures me that you have done your research on the services I provide, and after looking through my website and my portfolio; you feel that we will be a good fit for working together on both a professional and creative level.
By the time you book your order and pay the non-refundable deposit, we will have already worked out the main details for the order, and I will have already provided some level of consultancy on the best way to proceed with the project. Time spent discussing details on any project (prior to order placement), is a time commitment for both parties. The details I provide during this process can include; important information about the design process, a personal review of your current website, suggestions on website page navigation and different apps that could be used to maximize your website function, and well as some "behind the scenes" work that enable me to cater to each new client request I receive with a more personalized approach. During these preliminary conversations, it is likely that we will have exchanged several emails, and that we have also spoken on the phone on more than one occasion. Securing a deposit for each order is an added confirmation that the time I invest with each new client (prior to booking) is not time lost, and that this time will serve as a benefit to seeing each project come to fruition.
After your 50%, non-refundable deposit is paid, your project will be added to my schedule, in priority of when the order was placed. Your approximate start date will be held in my schedule, therefore limiting my availability to take on other projects with other clients. In other words, blocking out dates in my schedule for confirmed upcoming projects can often result in a loss of potential clients. If a potential client has an inflexible project start date and they require a higher priority in their project scheduling; I quite often have to turn people away due to limited availability in my schedule.
WAITLIST + TURNAROUND TIME
My current workload can vary from week to week, but I typically book projects 1-3 months in advance. Rush orders can be requested at any time, but are always reviewed on a case-by-case basis, as well as require an additional fee*
Once we have worked out the order details and your 50% deposit has been received; a design brief will be emailed to you within 24-48hrs. The exact start date for any project, as well as the exact date for final completion, can be nearly impossible to predict based on several factors involved in the creative design process. These dates are also affected by my varying (unpredictable) daily workload. If you have a tight deadline to meet, please share these details with me prior to placing your order and I can let you know what approximate time frame I am able to work with. Providing a guaranteed completion date for any project is unfortunately never an option due to there being too many variables within the design process. Rest assured, that I remain in constant communication throughout the entire process, so my clients are completely 'in the loop' as to what stage of the design process we are at, and as we near final completion.
*Due to 'short notice' scheduling accommodations, rush orders require payment in full for booking confirmation. Rush order fees are non-refundable.
What payment methods do you accept?
USA + INTERNATIONAL ORDERS
Payment preference is either through Paypal Invoice or through my Etsy shop, where payments can be made using all major credit cards, as well as Paypal funds.
Payment preference is via Interac eTransfer.
CAD payments can also be made via Paypal (upon request). An additional 'payment processing' fee of $25 CAD will be applied when paying through Paypal.
Do you offer payment arrangements?
My flexible ‘Pay-as-You-Go’ payment option can be applied to any graphic design order that includes multiple items, as well as any Wix website design package.
The only stipulations for my 'pay-as-you-go' payment option are the following:
For website packages; there must be a 2-page minimum on any package ( HOME page + 1 additional page)
The total for these 2 initial pages must be paid in full at the time of order placement to confirm the booking, and prior to any work beginning on any project.
Please email for more information: email@example.com
Why are all your prices one your website (and ETSY store) in USD and not in CAD?
I'm located in Canada, so this seems weird right?...let me explain...
Due to the majority of my clients being located in the US, and me doing the majority of my business online; I have to choose one single currency to display all of my prices. This allows me to keep my accounting and administrative processes more simplified and efficient.
How will I receive my digital files?
All final digital files will be provided in digital format via email, or online file sharing (ex: Google Docs, WeTransfer, etc...)
Wix websites are always created under each of my clients' accounts, eliminating the need to transfer any files.
What logo file types do you include with purchase?
All standard graphic files including; original vector files (AI & EPS), JPG & PNG (300dpi + 72dpi), PDF and PSD.
How do I figure out how I want my logo to look?
Find out what inspires you. (ex: styles, colors, cultures, symbols etc..)
Narrow down your ideas to those which most closely match the ultimate vision for your brand. (ex: Weed out the stuff you like, but do not love)
Complete my creative brief once you receive it. This brief has been specifically designed to help people organize their creative ideas and helps me gain a good starting point to create your new logo.
Start a Pinterest board !!! If you're already using Pinterest to gather all of your ideas, then no explanation here is needed; but if you're new to Pinterest - here's a little intro...Pinterest is an amazing visual tool for not just 'creative types', but anyone feeling overwhelmed with how to organize all their ideas. If you haven't already started a 'branding' board for your small business, I HIGHLY recommend it ♥
Do you set limitations on samples and revisions for custom work?
Yes, and No. I usually show a minimum of 3-5 different concepts for all custom logo design work, but often find it too limiting to the creative process to limit the number of revisions leading up to the final version of your design. I like to practice a certain level of flexibility in life, as well as in my design work, so I'm usually always open to additional revisions as long as they don't involve re-inventing the wheel and also as long as any revisions are done before final approval.
KINDNESS + RESPECT
Starling Memory reserves the right to refuse services to anyone who chooses to be abusive, or disrespectful in any way - without refund. I do not tolerate harassment, threats or plain old meanness. My business is built on love, joy and creativity, and I want to work with people who share the same values. xoxo
THE WIX PLATFORM
I'm unfamiliar with Wix based websites, can you tell me more?
In a nutshell...and courtesy of Wikipedia.com...."Wix.com is a cloud-based web development platform that allows users to create professional HTML5 websites and mobile sites, through the use of online "Drag & Drop" tools." For more information please visit my WIX INFO page.
So why Wix you ask ???
Wix allows their users to create fully customized websites, at an affordable price. Find out more here.
For self-employed individuals and small business owners; simple, yet professional looking websites are best. Wix allows their users to maintain their own websites, in the most user-friendly and versatile way possible.
Once I set up your website, the built-in Wix editor makes it easy for you to make your own changes to your site without having to know any complicated coding language.
Hard to believe??... I know!!
What this means for you: Once I have designed your website and all the pages have been laid out, SEO set up etc...you will have full editing access to your website's content and images. I am of course always available for additional support, and will gladly walk you through any "how to" features over a quick phone call, or even offer continued site maintenance if DIY is not your thing.
Where will my Wix site be hosted?
Your Wix site will be hosted on the Wix servers. This means you do not need to purchase a hosting package from another service provider, but you will have to upgrade your free Wix account to a Premium package in order to connect your domain to your Wix site.
Your domain name can be provided to you by Wix (with Premium upgrade) or purchased from another registrar
( ex: www.godaddy.com ).
Why hire me?
I always suggest that potential clients review my design portfolio, including websites I've designed, as well as all of my Etsy shop inventory. This information will give you a good idea of the work I create. If you can relate to my design style and feel that I'd be a good match to bring your ideas to life; then I would love to work with you on developing your branding.
I am a one-woman show, so when you hire me you will be getting 'one on one' client/designer interaction...in other words - no middle person.
All of my services are offered with my client's needs in mind - my service costs are upfront, and my main goal is to help my clients get what they need within THEIR budget.
My design process is extremely collaborative. We work together to create your dream brand! This collaboration will involve a lot of emails back and forth, as well as giving detailed feedback.
Do you have office hours? How can I reach you?
Somewhat. I work from a home office, so I am not open to the public on a drop-in basis, however; I am available for phone appointments to discuss projects as needed. I do not have a toll-free number, but I'm happy to call clients at my expense to help save on long-distance fees (within the US and Canada). Phone appointments can be scheduled Monday-Friday, between 11 am and 2 pm (PST).
Zoom sessions can only be accommodated for paid consultations at the rate of $100/hr.
Being self-employed allows me the flexibility of setting my own schedule, but ask that clients understand that I cannot reply to their requests on 24/7 basis. I do always try and address any email inquiries within 24-48 hrs, however, response times can be affected by my ever-changing workload, on any given day.
Still have questions?
Please contact me at firstname.lastname@example.org and I will do my best to answer any inquiries within 24-48hrs.