FAQs | Ivory Ember Studio — Ivory Ember Studio

I work with businesses across a wide range of industries, so you don’t need to fit within one particular niche to work with me.
What matters most is that you value thoughtful design and are looking for a collaborative experience rather than simply something that “looks nice”.
If you connect with my work, approach, and the kind of experience I offer, I’d love to hear more about your business and what you’re hoping to create.
Not at all. You might come with me with a very clear vision, a folder filled with inspo, or a feeling that something needs to change. All are completely okay!
My discovery and strategy processes are designed to help uncover what your business needs and establish a clear direction before the creative work begins.
You don’t need to speak the “designer” lingo or arrive with all the answers. That’s part of what I’m here to help with.
Absolutely! If you know you’d like some design support but you’re not quite sure which service is the best fit, tell me a little about your business, what you’re currently working with, and what you’d like to achieve.
I’ll review what you’ve shared and can guide you towards the service that makes the most sense for where your business is right now.
Yes. Depending on what your business needs, we can discuss additional services or how separate projects may work together.
If you’re looking for both a complete brand identity and custom website, you may also want to explore Ivory Ember’s Premium Experience, which brings brand and website design together within one cohesive, creative journey.

BEFORE WE WORK TOGETHER

Once your enquiry lands in my inbox, I’ll review the initial information you’ve given me and, where appropriate, send through a Project Discovery Questionnaire.
This gives me an opportunity to learn more about your business, goals, project requirements, and what you’re hoping to achieve before either of us commits to working together.
Once I’ve reviewed your responses, if I believe we’re a good fit, I’ll prepare a Project Proposal outlining your project scope, inclusions, investment, anticipated timeframe, and what you can expect from the experience.
If you’d like to move forward, we’ll then complete the booking process including the payment of a deposit and the signing of the contract before progressing into the more detailed strategy and creative stages of your project.
No. Submitting an enquiry doesn’t automatically reserve space within my schedule.
Your project will only be considered officially booked once the required steps outlined within your Project Proposal have been completed, including acceptance of the relevant Service Agreement and payment of any required initial invoice.
I’ll provide all the details you need before you make that commitment.
As early as you can, particularly if you have a specific launch date or deadline in mind.
I intentionally keep my project capacity limited so I can give each client and project the attention it deserves. This means availability may be limited at times.
If you’re considering working together within the next few months, you’re always welcome to enquire early so we can discuss my upcoming availability and whether your preferred timeframe is achievable.
Occasionally, depending on the service, scope, and my current availability.
If you’re working towards a tight deadline, please include it within your enquiry. I’ll let you know whether I can realistically accommodate the project without compromising the quality of the work.
Where an expedited timeframe requires me to adjust my existing schedule, an additional rush fee will apply.

ENQUIRIES & BOOKING

My approach is thoughtful, collaborative, and intentionally personal.
You’ll be guided through a clear process from the moment you enquire, with questionnaires and workbooks helping us uncover the information needed at each stage. Throughout your project, I’ll communicate what I’m working on, what I need from you, and what happens next.
I want you to feel involved without feeling like you need to manage the creative process yourself. I want you to feel comfortable enough to have a coffee while we chat on the phone, and to know your project is in safe, reliable hands.
You bring the knowledge of your business. I bring the strategy, perspective, and design expertise. We being the two together.
Your involvement is crucial to the success of the project, but you won’t be expected to sit beside me and make every creative decision.
I’ll need your input during discovery and strategy, as well as clear feedback and approvals at particular stages. Outside of those moments, you can leave the designing to me.
The best results come from a collaborative relationship where you’re open about your business and goals, trust the creative process, and provide consolidated feedback when needed.
Most project communication takes place via email, giving both of us a clear written record of important information, decisions and feedback.
Depending on the service you’ve booked, your experience may also include scheduled consultations, presentations, or handover sessions.
I’ll explain exactly how communication will work before your project begins, including where and how feedback should be provided.
I intentionally keep my client capacity limited so I can give each project the focus and creative space it deserves.
Rather than moving rapidly between a large number of projects, I prefer a slower approach that allows me to genuinely immerse myself in the business I’m designing for.
This is an important part of the experience working with me, and allows me to provide a more personal service from beginning to end.

THE CLIENT EXPERIENCE

Investment varies depending on the service, package, and scope of your project.
You’ll find package investments throughout the relevant service pages, giving you an indication of the investment before enquiring.
Once I’ve reviewed your project requirements, your Project Proposal will clearly outline the complete investment and inclusions before you decide whether you’d like to move forward.
There won’t be any surprise additions to the agreed scope without discussing them with you first.
Yes. Payment options are available for applicable services and will be outlined within your Project Proposal.
It’s important to note that all projects do require a non-refundable deposit of 50% of the total project cost.
Depending on your project, there may be third-party expenses that aren’t included within my design fees. These could include things such as premium font licences, stock photography, printing, website subscriptions, domain registration, or third-party software.
Where I know additional expenses will be required, I’ll communicate these with you so you can factor them into your overall project budget.
Any additional design work outside the agreed project scope will always be discussed and quoted before it’s undertaken.

INVESTMENT & PAYMENTS

Projects sometimes evolve, and you may realise along the way that you’d like something additional.
If the request sits outside your agreed scope, I’ll let you know before completing the work and, where possible, provide a quote for adding it to your project.
Whether it can be accommodated during your existing project will depend on the additional work required and my current schedule.
Your project timeline relies on both of us meeting the agreed deadlines.
If content, information, feedback, or approvals are delayed, your project timeline may also need to move. Because other work may already be scheduled around your project, I may not always be able to simply extend your original dates.
If something unexpected comes up, communication is key. Let me know as soon as possible and we can discuss how it affects the project and what happens next.
Potentially, depending on what you’d like to change and where we are within the project.
If your requirements change significantly after booking, I’ll review the additional or amended scope and let you know whether it can be accommodated within your existing project timeline.
Additional work may require an updated quote, additional fees and/or an adjusted completion date.

DURING YOUR PROJECT

Absolutely! Your business will continue to evolve after our project ends, and you may eventually need new collateral, additional social templates, website pages, or other creative support.
Existing clients are always welcome to get back in touch when something new comes up.
The exact handover experience depends on the service you’ve booked, but my goal is always to make sure the work I’ve created feels practical to use.
Depending on your project, you may receive resources such as Brand Guidelines, final file guidance, Canva templates, a Website Management Guide, or a website handover session.
Your specific deliverables and handover resources will be outlined within your chosen service.
While most projects have a defined beginning and end, you’re always welcome to return if you need additional support in the future.
Some services may also include a specified support period following project completion. Where applicable, this will be clearly outlined within your Project Proposal.

AFTER YOUR PROJECT

Frequently Asked Questions