Hi Ashley,
I’m really sorry to hear you’ve been left feeling disappointed with your experience. We completely understand how frustrating it must be to receive something that doesn’t match what you were expecting, particularly when planning something as special as your wedding.
The photos on our product pages are intended to showcase the design but as each item is highly customisable, the images don’t reflect every possible variation such as shape or colour. We’re actively working to expand our imagery to include more examples, though as a small team this does take time.
To help avoid any confusion, the product page includes clear shape selection options (with supporting visuals and instructions) to indicate that this customisation applies specifically to the place name card. This is the first customisation field on the page. Further details relating to the customisation of this product are also stated in the product description. We always recommend customers read the full product details before placing an order, especially when ordering personalised items.
That said, we absolutely understand how small details can be missed during a busy planning process and we’re genuinely sorry this happened in your case. As the item you received matched the selections made for your order as well as the digital copy we sent to you for approval before printing, we weren’t able to replace them free of charge however, we did offer to fast-track a new set in time for your wedding, should you have wished to go ahead and reorder them.
We’re sorry again that this experience hasn’t met your expectations. We always welcome constructive feedback and we’ll continue to review how we present our product information online to help avoid confusion in the future.
Wishing you all the best for your upcoming wedding.
The FPC Team x