HAPPY HOLIDAYS! All Christmas orders must be placed by Dec. 13 for Dec. 18 delivery. Please allow 5-6 business days for production.

FAQ's

    BRANDING AND BESPOKE PROJECT QUESTIONS

    See below for information about how to hire Lemoncello Design.

    How do I work with Lemoncello Design?

    Please visit our inquiry page and let us know what you’d like to accomplish. After we assess your goals, we will get back in touch with you to schedule a consultation via phone or in person. If you’re located in Bermuda, we are always happy to meet in person over a coffee or baked treat.

    How much does it cost to hire Lemoncello Design?

    We work from an hourly rate and after assessing your project (because each one is quite different!), we will give you an estimated cost of your project. If you agree to value of the project, we will both sign a contract that outlines our milestones and deadlines to keep us on track. You will then be required to pay a 50% non-refundable deposit to then start work on your project.

    Do your fees include printing?

    No. Printing costs are separate from your design/creative fees, but we will manage all printing. We have great relationships with the printers on island and in the case you are printing off island, we are happy to work with your preferred printer or happy to suggest any of our off island partners. Please note, any off island printing may not include test prints based on timelines and location. Lastly, when considering your budget for your project, please keep in mind specialty printing like embossing, foiling or letterpress must be done off island and is more costly that digital printing.

    Do you do installation?

    Ideally, we like to work with your event planner or day-of contact who will either install or set up any graphics we create for you. In the case you do not have this person, based on the project, we will do installation which will incur a set up fee.

    Do I have unlimited revisions?

    We are all for getting it right and do our best during the consultation process to gauge what needs to be done to complete your project while taking into consideration direction, deadlines and budget. We aim to spend more time in the beginning to make sure we are all on the same page with a good idea of where we will be with our final outcome. We understand that revisions are all a part of the process and encourage them! In the case we exceed the allotted time for revisions (generally three rounds maximum) there will be additional hours billed to the final project total based on the overage of revisions.

    CEDAR QUESTIONS

    See below for common questions about our Bermuda Cedar products.

    How does it work when I order a custom cedar product?

    Once you place your order, a member of our team will create a mockup based on your request. You will receive that mockup within 2-business days of the day you placed your order to the email you provided. You are able to make one round of revisions. Once the file is approved, the piece will then be engraved within 5 business days. In the case you need your order expedited, please contact us directly to assess if we can meet your deadline. If so, a small rush fee will be applied.

    How long does it take to get a custom cedar item made?

    Based on how quickly we are able to approve your design, the item itself can take between 5-7 business days to make/engrave. In the case you need your product sooner, please contact us to assess if we can meet your deadline. If so, a small rush fee will be applied.

    How do I get my order?

    We have a pop up shop located in ESCape Home on Mills Creek Road in Pembroke. Once you receive the notification that your item is ready for collection, simply visit ESCape Home during their business hours and their helpful staff will be delighted to give you your order.

    Do you offer delivery?

    At this time, all of our products are "click and collect." This means, you will purchase your item(s) online and when your order is ready, you may collect at our partner store: ESCape Home located on Mills Creek Rd. in Pembroke. Your item(s) can be collected during any of their convenient business hours.

    What if my engraved item has a typo/mistake?

    All of our engraved items go through an approval process before ever being touched by a machine. With that said, please look closely at your mockup to ensure all information is 100% correct before you approve your file. As mentioned, any custom/engraved products cannot be returned and/or refunded.

    What is your return policy?

    If you are not entirely satisfied with your purchase, we are here to help. Please note, custom engraved cedar items and bespoke projects and products cannot be returned. In the case you have purchased one of our non-custom items, you have 30 days (with proof of purchase) to return or exchange your item. To be eligible for a return/exchange, the item must be in its original condition. In the case your item is defaulty and breaks or proves to be substandard in the first 30 days of ownership, we are happy to replace or repair the item. Once your returned item is approved, we will initiate a refund to your credit card (or original method of payment).

    Do you buy Bermuda cedar?

    Yes! We do. We prefer reclaimed cedar from Bermuda homes and will only accept cedar that's fallen. It is illegal to cut down Bermuda cedar and we will not purchase any wood if you cannot verify it's been ethically sourced. If you have Bermuda cedar you are looking to sell, please email hello@lemoncellodesign.com with details.

    Do you ship your Bermuda cedar products overseas?

    We are working on it! Stay tuned!

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