Frequently Asked Questions

How many projects to you take on at one time?
To ensure we provide the best experience throughout the process and the best outcome, we have up to 3 branding spots (or 2 website projects) at a time. There might be a waiting list before you start, so if you are interested in working with us, please get in touch asap to ensure you don’t miss the boat!
What are the payment terms?
Any projects below $200 required to be paid upfront.

For all other projects, we require a deposit of 50% and full payment to be made before we handover any files.

Please note that any PayPal payment will attract 3.4% surcharge for local clients and 4% for international clients.

If you need payment plans, let me know and we can work something out!

What are my rights and what files do I get to keep for print jobs?

For logo, you assume the copyright and  full reproduction rights upon full payment, including working files and different format of images. You will be able to use them to any mediums you like or take them to any designers you want.

For any other print & website  projects, you assume full reproduction rights upon full payment to use the design, graphics, and text contained in the finished assembled projects. All files are supplied as press ready PDF. You can request any working files (Illustrator, Photoshop or Indesign files) for a fee that includes retrieval fee and transfer of rights to use the artwork.

Rights to stock photos, purchased fonts, graphics, source code, work-up files, and computer programs are specifically not transferred to the client, and remain the property of their respective owners.

How long does it take to finish a project?

When we start a project, we will outline the timeline for guidance but these all depend on how ready you are with the materials, the feedback and your prompt communication.

Any delay on your communication might result the delay in the timeline and delivery date. We work on tight schedule and if we don’t hear from you after 6 weeks, we will assume that you are no longer committed to the project and we will cancel the project. Anything beyond that will require the project to be treated as a new project and new quote will need to be obtained. 

We will reserve the right to keep all the artworks until the final payment is made. 

What tools do we use for communication?

Once you sign up with us you will be provided with client portal where we keep all the communication, files, contracts and invoices so you can easily go back and find everything there.

What platforms do you use for websites?

For Informational sites, we use WordPress, an open source content management software and currently powers around 25% of all websites on the Internet. The project is contributed to by tens of thousands of developers all over the world and is growing from strength to strength. WordPress allows us to develop flexible and customisable websites to modern standards and observes web development best practices. Furthermore the community of web developers that use WordPress reaches far and wide and allows us to tap in to this collective intelligence and bring that wealth of experience to your project.

We also use BigCommerce and Shopify for online shops. These platforms are specifically designed for e-commerce.  Both are all-in-one, fully hosted e-commerce solution that come with a robust set of tools for managing your online store. This means that they already come with essential features that you could activate without paying extra to your developer, including extra plugins for different methods of shipping, payment, selling on Facebook and Ebay and many more. Their out of the box features mean you can turn them on and off in the future when you are ready.

Where is the website hosted?

When you subscribe to BigCommerce or Shopify for your e-commerce, their monthly fee includes host, unlimited bandwith and their support.

For wordpress site, your website needs to be hosted by a hosting company that specialises in WordPress hosting. You could bring your own hosting or we could recommend some credible hosting providers based in Australia.

What's your technical support?

We would love you to feel confident using your website!

As part of the fee, we will assist you with your account set up, host transfer, domain redirection, email set up and we will help you become familiar with the site platform.

All WordPress sites are equipped with video tutorials on your dashboard so you can get the answers immediately, whereas BigCommerce & Shopify have extensive knowledge banks as well.

On top of that, we provide 30 days support after your site is launched to ensure you are comfortable with the platform and everything is working as they should be.

After this, you will need to subscribe to one of our ongoing website care plans to make sure your website is looked after and maintained. These website care plans include updating your software, regular backups, security checks and making sure your website is online and open for business 24/7/365. More information on our website care plans is available on this page.

Who do I call if something goes wrong with the website or I can’t figure something out?
Provided you subscribe to one of our ongoing website care plans, we will be your first point of call should something go wrong with your website.

We will determine whether it is something the hosting company needs to fix something that is covered by your website care plan.

We will provide training and video tutorials to assist you in using your website once it is launched.

What happens if I want to add some features to the website while you’re building it?
Whilst we like to be flexible and responsive to your needs, we also like to deliver what we promise within the time frames and budgets we have allowed.

If you ask us to add new features to your website while we are building it, will most likely ask why? If we all agree that your new request will help us achieve our objectives then we will be more than happy to oblige.

If your new feature is something you would like to add to your website but is not directly tied to your original objectives then we will suggest to schedule it for a second iteration of the website once it has been launched.

This will require a new proposal.

 

How long will it take to appear at the top of Google?
The time it takes for your website to appear on page 1 of Google depends on a number of factors. It depends on the search phrase people are using to find your website and the number of other websites that are also available for those search phrases.

Nobody can truly say how long it will take for your website to appear at the top of search engine results pages (including people who actually work for Google), however there are a number of factors that can improve your chances.

 

Our chosen platforms have some great Search Engine Optimisation fundamentals built-in. Creating unique and interesting content on a regular basis for your website is also critical to increase your visibility amongst search engines. Launching your website and then forgetting about it is a surefire way to get lost amongst the noise.

How will I know if anyone is visiting my website?
We will install Google analytics software on your new website and show you how to log into your Google analytics account where you can see a wide range of statistics about your website including number of visits, page views than the amount of time people are spending on your website.

 

Once you subscribe to one of our website care plans you will also receive more detailed analysis about your website performance and recommendations on how to improve.

DESIGN THE BRAND THAT YOU LOVE

Download our free workbook and attract more of your ideal customers who love everything about you. This workbook will help to get clarity about your brand and where you want to take it to.

 

 

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