FAQs

Ordering process — commisSions

In order to provide an accurate estimate please supply the following details:

Bespoke Artwork

  • What you would like painting — do you already have a design, or would you like Em to design this one? Do you have a word or words, dates and/or reference something you like?

  • If you do have a design, please send a high-resolution digital file(s) (PDF / EPS / AI) in an email

  • Lettering style and colours; these can be determined as part of the development

  • Dimensions (approx.) of sign

  • Surface-type of what is to be painted; glass, timber, stone etc.

  • Sketches and/or mock-up visuals will be provided, discussed and approved before work commences.

On-site / In-situ

  • Location/address

  • What is the space Em will be painting in; is it an interior or exterior space?

  • What you would like painting/gilding — do you already have a design, or would you like Em to design this one? Do you have a word or words, dates and/or reference something you like?

  • If you do have a design, please send a high-resolution digital file(s) (PDF / EPS / AI) in an email

  • Lettering style and colours; these can be determined as part of the development

  • Is this to include gold leaf, or paint only?

  • What is the substrate (surface-type); for example: brick, wood, corrugated metal, smooth, roughcast or pebble-dash etc.

  • Dimensions (approx.) of sign or mural

  • Please supply photographs of the site

  • Some on-site projects will require an initial visit to take measurements and to survey access requirements before a fixed quotation can be offered; please provide potential times to visit

  • Sketches and/or mock-up visuals will be provided, discussed and approved before work commences

  • Estimate does not include preparation and/or base colour of fascia panels; unless specifically requested; in the event of poor or inadequate preparation, we reserve the right to cancel or pause works.

Emails are normally answered within a couple of days; please be patient, Em’s normally busy painting.

What surfaces can you sign-write on?

Providing the appropriate surface preparation/primer has been applied, Em can sign-write on most surfaces that are dry, stable and solid. Glass surfaces are assumed to be in proper conditions for works to be completed on; however, Em will clean the surface prior to painting or gilding.

Order confirmation

Orders are placed on a first come first served basis, with bookings only confirmed on receipt of a deposit or an acknowledgement email which will be deemed to be the client’s acceptance of these terms and conditions.

Orders under £300 will be required to be settled in full when the order is placed.

On placing an order over £300, a 50% deposit is required prior to commencing any work, and the remaining 50% on completion. However if works have commenced prior to cancellation these costs will be deducted from the deposit and any other costs and reimbursements arising from your order.

Lead times

Planing, designing, making and framing times are commission-dependant, and an approximate delivery time is provided with an estimate. Individual, framed pieces can take 3–6 weeks depending on schedule, and project’s requirements/specifications. Delivery lead time is taken from the time that a deposit is taken.

Letters by Em cannot be held responsible if changes in project delivery dates occur due to circumstances beyond their control.

‘Speedy’ jobs are considered — Please use the contact form or call if ‘urgent’, to request additional information.

‘Outside’ work can often be at the mercy of our wonderfully unpredictable weather.

Areas Covered

Working predominantly across Kent, London, Sussex and Surrey. Always happy to travel further afield, do contact Em for more information. Signs can be shipped nationwide, so please don’t be put off by distance.

What is your shipping policy?

All orders are carefully packaged to protect them during transit. 

Orders are shipped via a tracked and signed-for courier. 

You will be sent a notification via email once your order has been dispatched from the studio that will include the tracking reference.

Domestic
Delivery costs and tracking depends on item’s size and weight. Collection in person applicable.

International
Happy to consider options for International Shipping — Please use the contact form to request additional information.

Optional courier service
Courier Delivery Service can be arranged on request.

No bespoke design the same

All signs are individually handmade by Em. There may be small imperfections, lines might be a little wobbly, no character will ever be the same, and marbled patterns are always an uncontrollable surprise — however, this is very much the nature of the craft and all part of its charm!

Copyright

All designs created by Letters by Em are original artworks and therefore are still under ownership of Letters by Em; unless authorised to be reproduced, for example to be used as a logo.

Original artwork can be converted by Letters by Em into a reproducible digital file. It must NOT be used or converted by any third party unless written permission is purchased from Letters by Em.

Refunds

As everything Em makes is made to order, refunds are not offered, unless there happens to be a mishap during a delivery that Em has organised. Please do get in touch to discuss.

Any other questions?

Please do get in touch with any questions you might have via the contact form, or sending an email to hello@lettersbyem.studio.