Frequently Asked Questions
So you’re thinking of doing some e-design, but you have some questions before you bite the bullet? I totally get it! And because I get a lot of the same questions, I’ve pulled together the main ones here that should help you to get the ball rolling with your project!
I just purchased a package, where is my questionnaire?
When you purchase a package, I get an automated email sent to me. Within 24 hrs (but usually sooner rather than later) I will send you your questionnaire! If you haven’t got it yet, there are 2 things you can do…
- Check your junk mail
- Check that you’re using the same email account that you purchased your package with
And if 24 hrs have passed and you’ve done all of that, then please send me an email and I’ll get on it ASAP!
How long will my consultation be?
It depends on which package you purchase. The average file is approx 2 pages long, but some can get upwards of 15 pages with the larger packages (PDF). These pages are filled with as MUCH info that I can give you as possible to successfully start your project!
Can I get my consultation sooner?
At this time, I’m running 8-10 business days. When my workload is lighter, I aim for sooner.
What will my E-design consultation include?
Your consult will include 2-3 paint colours (depending on package) that are personally picked for you. I choose these colours based on your questionnaire and photos of your home. Each colour will have an explanation with it, so you can learn a bit more about it, as well as a link to it on Pinterest or Houzz.
Your consult will also include other helpful info re: sampling, lightening/darkening, etc…
As for the number of colours…
- Single and 2 room packages: 3 paint colours. For 2 rooms, these will be coordinated into 3 palettes.
- 3+ rooms: Each room will get 2 paint colour options (sometimes 3). These will be coordinated into 2 coordinating palettes
- Exteriors: Single surfaces get 2-3 options. Multiple surfaces will get 2 coordinated palettes
Do you hire out or is it actually ‘Kylie M’ doing the work?
Your consultation will ONLY be done by me. Start to finish, every word – yours truly. I have my hubby Tim doing some of the admin work like sending out the questionnaire and organizing photos for me, but the personal and creative are only myself.
What if something is ‘out of stock’?
When something is out of stock, it’s for 2 reasons…
#1 – It’s only lil’ ole me working on your consultations, so putting an item out of stock helps to control my workload a bit – particularly with the larger packages which take more time.
#2 – I’m on vacation
I can see my online schedule approx 12-14 days out, so I do try to update the stock when I see a lull.
Can I talk to Kylie on the phone?
At this time I don’t do phone consultations. I run a tight ship around here and have a system that I go through with each client. Inevitably, phone conversations run longer and usually get off topic from the package purchased. I may look into a system re: phone consultations in the future.
When will I get my consultation?
You will receive your consultation within 10 business days, I aim for sooner but this is the when you are guaranteed to receive it within this time. This time starts from when I get your completed questionnaire and photos.
What is your refund policy?
Within 90 days and prior to us completing your consultation we will provide a refund less a $25 administration fee. After 90 days or once the consultation is complete we cannot provide a refund.
I can’t find the package that fits my needs?
I’ve tried to make sure my packages are clear and encompassing as possible, I would say that 95% of the emails re: which package to choose can be referred directly back to my packages! However, there are some rooms/questions that just don’t fall neatly into one and in that case, I’m happy to hear from you! For me to figure out which package best suits your needs please send me a BRIEF and numbered/itemized list of the specific things you need help with.
For example, if you are doing many rooms, let me know which ones you want to be the same colour.
- Paint colours for my master bedroom and bathroom – I want them to be the same/different colours
- Living room, dining room and kitchen – all the same colour OR, I would like them each to be their own colour
It’s the specifics of what you need that help me figure out the best option for you! Please keep in mind, I’ve done my best to create packages that can be combined and used effectively for most homes/layouts and it can take me several days to reply to personal requests.
I hope that answers the questions that you have! If not, you are welcome to send me an email, but please understand due to the amount of emails I receive in a day I’m not always able to answer them right away. There is often a 2-3 day wait as I have to focus on clients who are waiting for their e-design package to be delivered to their inbox!
If you want to learn more about how I do what I do, read this article here… Online Decorating and E-Design: How I Do What I Do