Frequently Asked Questions

Ordering

 

I would like a quote on a custom design, what is the easiest way to order?

If you are after ready made designs we have heaps of our website!

www.longstoryshortdesign.com.au

If you are after anything custom please email us at:

hello@longstoryshortdesign.com.au

We will send you a link to a questionnaire to fill in so that we know exactly what we are designing for you! 

 

What information do you need for my order?

Our questionnaire makes it super simple for you to order, however the most important things we need to know to start and quote you are:
Label sizes 

Product names and the amount of variations (how many fragrances or blends)

How many labels per variation

Do you need a design, or do you have print ready artwork?

 

How long will it take to receive my order? 
It really depends on your order!
If your order requires design, we will always tell you when you are ordering a rough time frame between ordering and when we will start. Then the design process is a bit of a how long is a piece of string scenario! It depends on revisions, how quickly you back to us, and of course how busy we are. The more specific you are in communicating with us what you want, the quicker we can get your design completed. We ask that you check your proofs carefully and give us as much information in one go, or the back and forwards can add a lot of unnecessary time to the process. Once final proof is confirmed we take 3 days to print and send out.  So in short, if you need something urgently we always recommend telling us your timeframe when you enquire about placing an order and we will let you know if it is achievable or not. We always make notes of your timeframe and try and work within it, but of course with postage time we can never guarantee it. All timeframes listed on our website are an estimation.  We will always do everything in our power to keep to them, however certain things outside of our control can extend these timeframes such as: a particularly large or difficult job, peak times, or periods where we have sales or promotions.

 

What’s the minimum order amount?
We don’t have a minimum order amount! Although we do have a minimum of 10 labels per artwork/design.

Do you do sample packs?
Yes we do! Although they are generic samples to show you the quality of our vinyl. If you are wanting a sample of your design, we recommend ordering our minimum of 10 labels.

 

Do you do bulk pricing?
We sure do! Bulk pricing starts at 250. We have made sure our bulk discount structure is easy to understand. You can have up to 10 artworks/files within the bulk discount which can make it very easy to make up the numbers.

 

Will I be notified when my order is sent?

We try to notify all website orders, but we sometimes literally run out of time in the day to send out tracking for all orders. However, we do have a record of all tracking numbers, so if you are ever wanting confirmation on your order feel free to get in contact and we will send you the tracking if we haven’t already.

 

Incorrect Orders

If there are any issues with your order please email us at:

customerservice@longstoryshortdesign.com.au

Please include a description of the issue as well as any photos. Before you contact us, please check your final proofs to see if the error was in the final proof before contacting us – as LSS cannot be held accountable for any errors not picked up in the final proof.

 

Can I combine postage if I have an existing order?

Unfortunately we no longer offer combined orders as it can confuse our process, and we like being organised as we will get your order out quicker for you!

 

 

Can I add on to my existing order?

No, we prefer you don’t as it can get very confusing, as there are so many stages to both design and print. If you would like to add send us a message and we will let you know at what stage your order is, but if we have started it, it is usually better to start a new order.

 

Design

How does the design process work?

After filling in the questionnaire, we will gather all of your information, including any inspo pics you may have sent us, and will do up an initial proof based on our understanding of the information you have provided. If designing a label we will always do up one design first, before moving on to any variations. We ask that you tell us all revisions at this stage. We also ask you to check spelling and grammar at this stage. Once the initial proof is finalised we will send you a final proof, with quantities, vinyl type and everything that we are printing. Any mistakes not picked up in the final proof will be printed, so please check very carefully!

Can you do up some concepts before I confirm an order?

Unfortunately no – we take full payment before starting any work on your design. Design as you can imagine takes up a lot of time, and it is only fair that we are paid for the work we do. It also isn’t fair on those who have paid as it will slow down how quickly we can get their designs to them.

Will I get a copy of my design? What does with and without files mean?

Often, designers do not release design files to clients – your payment is payment for time in designing your files, however ownership of the files remain with them, or you can purchase at a cost. However, we understand that as small businesses sometimes you need to be able to print yourself. For this reason we have come up with a tiered price solution.

 

We have two options for design.

The first – Design with files.  This is the price that includes us sending you a copy of your files. It means you have a copy of your design and you can print them with us, at home, or with another printer. Sometimes brands will choose this option if they want a little bit more flexibility. This is our full design price of $80 per file. Normally what a business will do is buy one editable file, and then you can edit the fragrances in as you need, rather than buying one file per fragrance. We will send you a link to purchase commercial rights to a font so that you can edit your file.

The second and more popular option – Design without files. This is a discounted price to help ensure that design prices do not become restrictive to small businesses – as our whole aim is to ensure you have the same access to design as the big guys. What this option means, is that we keep your designs on record for you. This is the best option if you think you will mostly be printing with us. If you ever choose to buy the files in the future you have the option to.

 

Both options give you exclusive rights to use the design, however LSS retail full ownership of the files. Please note, regardless of which option you choose, we cannot control if another customer requests the same font, pantone colours or stock images if they are freely available on the internet.

What if I don’t like my design?
We have been doing this for many, many customers so we are good at understanding what you want, should we be totally off mark though this is ok, just be honest with us and we can revise where the design was headed.

 

Why do colours look different on my phone?

When you view your artwork on your phone or computer, the display is powered by a graphics card, and the output can vary greatly. See the explanation of RGB and CMYK colour below!

 

I want to order my last labels again, but I want to make some changes, is this ok?

Easy! We just charge a small fee and can alter any designs we have on file.

 

 

Can ready made label packs be customised?
Yes, they can be, but normal design fees apply ($30 for the first design, and $5 for each subsequent design). This is because we are essentially having to redo the design from scratch every time we customise a design.

 

Can I provide my own designs?
Yes you most definitely can! However if you provide your own designs they must:

Have 3mm bleed

Be 300dpi minimum

Fonts must be outlined. Alternatively you can send us the font file

We cannot accept PDF downloads from Avery, Canva, Vistaprint or any similar website, as the resolution is too poor to print sharply. It will print blurry and won't look professional. We can recreate your own designs at a fee of $30 incl GST. This is the price for design without files.

 

I have a design, but I need you to make some small changes, do I still have to pay a design fee?
Yes, we will need to set your file up again from scratch so our usual design prices will apply, however we can definitely match your current design as close as possible, so long as you have all commercial rights to your original artwork.

 

 

What happens if I don’t have a logo for my label design?

If you don’t have a logo this is ok, we will ask you if you want a script font or a block font for your business name within the design and we don’t make more than one or two font revisions. We do always recommend you have a professionally designed logo, but if this is out of your budget we do understand.

 

 I want to place an order, but I don’t know what size I need. Can you help?

 Unfortunately, we cannot recommend sizes based on images, or photos of other peoples similar products. This is because photos can be very deceiving. Also, several sizes could work, but you might want something specific. For example – a front and back label will look very different to a wraparound label. While we can give a very general thought on sizing, ultimately we will need you to tell us what size you need. We usually recommend cutting a piece of paper to size until you are happy with the size then measuring it, this is a great way to figure out what label size you want.

 

I want to use a font or image off Google is this ok?

No, we cannot use images off google image search, or any other images off the internet.  Images generally that are found online are only 72dpi so that makes them too small for print. It is also illegal to use images found online, especially if using for commercial purposes. If you need images, we do have subscriptions to stock image sites with the right licencing and can utilise those instead.

 

 

 

Printing

 

My labels have printed a different colour to what is on screen, why is that?

Most people are surprised at how well their piece matches what they see. But because of wide differences in monitor calibration and the different technologies used, some printed colors may not exactly match the colors on your specific monitor. Computers use a colour system called RGB, the colour scope on a digital screen is crazy, there are millions of colours! Our printers, like most printers use a colour system called CMYK. This stands for Ceyan, Magenta, Yellow and Key (or black). At some stage your RGB file must be translated to CMYK in order to print it on a printing press. The CMYK system is what most printers use to print. As we are limited to the combinations of these colours, the colour scope is not as wide as a digital screen – for this reason, colours will vary slightly when they are printed. Also, every printing machine will print slightly differently. Materials will also take up inks differently, and so one colour may look different on paper as it does on vinyl. While we try to take all care that your colours are correct, we unfortunately cannot guarantee how your colours will print, especially if the files are supplied to us.  

 

Do you print everything in house?

Unlike many other printing studios, we do most of our printing in house. However, if you ask for something we cannot do – we are more than happy to explore our options and organise printing for you through one of our print partners – we will always disclose if we are organising your work to be completed elsewhere.


I have a colour/design sample. Can you guys match it if we send it to you?
Yes! This is actually very helpful, as we cannot match a colour without a printed sample. We welcome you to post us any samples you have and we can colour correct/match.