faq and important info

GENERAL INFORMATION
 
 
Who are your clients?
 
I work with a diverse group of international clients, from all over the world. My clients range from creative professionals, to a variety of small business owners, boutique, corporate, educational and not-for-profit businesses.

 
PROJECT BOOKINGS + ORDER PROCESS
 
Project bookings for website orders can be confirmed with a 50% non-refundable deposit.  The remainder of the quoted total is due upon project completion (prior to service delivery). This deposit will hold your spot in my work queue, as well as help me schedule my workload for the coming months and help me determine how many clients I can take on at any given time.
 
Once your deposit has been received, I will create a folder on my google drive and allow you access so that you can transfer all of your website content and imagery. Each page of your website will have its own folder (ie. Home, About, Services, Contact) and each of these folders will have subfolders for the imagery. This makes everything streamline, especially when dealing with Ecommerce sites and multiple products. I will also request you to send over two to three websites links that you like the look and feel of, just so I can get an understanding of the style you prefer. When the 1st draft of the 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 brief; 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. You are entitled to two revisions for each website page and you are also entitled to two revisions per logo or graphic design brief. Additional charges may apply to revisions required thereafter.  
 
All orders under $300 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. 
 


WHY IS THE 50% 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 Lore White. 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 maximise 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 personalised 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.

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 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 contact me for more information
 


WAITLIST + typical 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 google drive link 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.


 
What payment methods do you accept?
 
INTERNATIONAL ORDERS

  • Payment preference is either through Paypal Invoice or Paypal Me., where payments can be made using all major credit cards, as well as Paypal funds.

 
AUSTRALIAN ORDERS ORDERS

  • Payment preference is Bank Transfer



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...)
 
Websites are always transferred over to the client after everything is finalised and paid for.



What logo file types do you include with purchase?

All standard graphic files include; PDF, PNG & JPEG.


 
 How do I figure out how I want my logo to look?
 

  • Find out what inspires you.  (ex: styles, colours, 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 organise 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 organise all their ideas.  If you haven't already started a 'branding' board for your small business, I HIGHLY recommend it  

 
How many concepts and revisions will I receive with my logo?


The Typographic logo package: You're entitled to three concepts and two revisions. Additional revisions are $90, (includes one revision).

The Custom Graphic logo package: You're entitled to three concepts and two revisions. Additional revisions are $90, (includes one revision).

How many concepts and revisions will I receive with ANY OTHER GRAPHIC DESIGN PROJECTS?


You are entitled to one initial design and 2 revisions to that one design. Additional revisions are $90, (includes one revision).


How many concepts and revisions will I receive with my website?

 

You are entitled to two revisions for each website page. Each additional revision is $90, (includes one revision).

I'm unfamiliar with Web Design. 
Will I be able to update everything myself after the site is live and ready to go?

 
Yes, Definitely. All of my websites are easy to maintain and customise by the client after completion. My websites are user-friendly and versatile. Once I set up your website, you will be able to make changes to your site without having to know any complicated coding language.

 

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 at at an hourly fee if DIY is not your thing.

DO YOU ORGANISE WEB HOSTING AND DOMAIN NAMES, ARE THEY INCLUDED IN THE WEBSITE COST?

Yes, I will look after both hosting and domain set up for you. You will receive a quote that has two line items (one with the web design cost and the other with the hosting/domain cost). All of my hosting packages vary in price depending on what features you require for your website.
For example, ecommerce sites and online booking sites tend to be more expensive than a standard landing page or standard custom website.

 

I already have a domain name, can i still use it for my new website?

You certainly can, It can be transferred across as long as you have all the details to do so.

 

 

 


ADDITIONAL INFO

Why hire me?

I always suggest that potential clients review my design portfolio, including websites I've designed.  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.

 


 
What are your office hours?
 
I am contactable Monday to Friday between 9am - 6pm (Australian AEST), however most of my work is done at night time whilst my daughter is asleep. If you need to discuss your brief in person or via Skype or Facebook Video Chat (if you live outside of Melbourne), I can certainly make arrangements to do so.




Still have questions?

Please contact me at lore@lorewhite.com.au  and I will answer any inquiries within 24-48hrs.



phone: 0400 155 379
email: lore@lorewhite.com.au

Graphic and Web Designer

Maddingley, Bacchus Marsh
Victoria​, Australia​

© 2019 Lore White

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  • Bacchus Marsh Web Designer
  • Lore White Design
  • Melbourne Web Designer
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