Hello,
I’m really sorry to hear how disappointed you’ve been with your order and the experience overall. We completely understand how important your invitations are, and we’re truly sorry for the stress this has caused.
As mentioned in our communication, the delay was due to your selected paper being out of stock—something that, unfortunately, was beyond our control. That said, we do recognise how frustrating it must have been not to have received that information sooner, and we're reviewing how we can improve communication moving forward.
While we aim to reply within 24–48 hours, during peak periods our response times can be a little slower than we'd like, and we appreciate your patience.
You’re absolutely right that turnaround times can be confusing, especially when drafts and amendments are involved for items like invitations and table plans. We'll take this feedback on board and make that clearer on our website.
I can see our team has been in touch to let you know that your paper stock has now arrived, but you've opted for a refund instead, which is currently being processed.
Again, we’re really sorry that things didn’t go as planned—this certainly isn’t the experience we want for our customers, and we do appreciate you bringing these concerns to our attention.
Warm regards,
Mally's Crafts
