Frequently Asked Questions

These are some of the most common things our clients ask about working with us, from how the process works to what’s included in each package.

Our Services

General Process & Booking

How do I book your services?

The first step is to fill out our Inquiry Form, and we’ll get in touch to either schedule a call or send you a proposal.

To secure your spot, you’ll need to use the proposal to select your package, sign the contract, and pay the 35% deposit. The remaining balance will be auto-charged one week before your project start date.

Can I book a call before booking?

Absolutely! We’d love to chat and make sure we’re the right fit. Once you fill out the Inquiry Form, we’ll get in touch with a scheduler to book a call.

Which branding option is right for me?

The Custom Brand Identity is for those who want to start from scratch, dig into strategy, and build a truly unique and robust brand identity. This package includes more logo variations than the Boutique, a brand mark (icon), and custom assets such as illustrations, patterns, or textures. This option is a larger investment, but gives you everything you need for a strong, cohesive brand that stands out.

The Brand Boutique is a great choice if you just need the essentials and are comfortable starting from one of our pre-made brands (see current brands here). Deliverables are different from the Custom Brand—you receive only two logo variations, a simple monogram in place of a brand mark, and 1-2 patterns or textures to use as backgrounds. This gives you a professional, polished brand without the extras. Learn more here.

Note that both packages include font selections, a color palette, brand guide, web + print logo files, and the copyright for your branding.

Which website option is right for me?

The Custom Design packages are best if you need a fully custom-built site tailored to your unique business needs. 

This option is ideal for those who:
✅ Want a completely original design (not based on a template)
✅ Need advanced features or integrations
✅ Have a larger site with multiple custom pages

The Template Restyle packages are a great option if you want a strategically designed site at a lower investment and are comfortable starting from one of our Showit templates (note that not all our templates are featured on our website). We take a base template and customize it with your branding, fonts, colors, and layout adjustments to fit your content. 

This is perfect if you:
✅ Need a professional website fast
✅ Want a budget-friendly solution with designer-level polish
✅ Have a smaller site with a clear structure
✅ Are comfortable working within a pre-set framework

Still not sure which one fits best? Choose the Template Restyle option to start, and during your Strategy Session, we’ll recommend the best approach based on your content, goals, and functionality needs! 🚀

What if I don’t know how many pages I need yet?

No problem! Just select the base website package (Custom or Restyle) to get started. During your Strategy Session, we’ll map out your site layout and determine the exact number of pages you’ll need. If you decide to add extra pages, we’ll simply adjust your final invoice accordingly.

Where can I see examples of other brands and websites you’ve designed?

You can check out our work in our Brand Portfolio and Website Showcase. We recommend all potential clients review our work to ensure our style and past design work matches what you’re looking for.

Payments & Refunds

What’s your payment policy?

A 35% deposit secures your spot in our schedule, and the remaining 65% is due one week before your project begins. This ensures we’re fully prepped and ready to dedicate our time to making your brand and website amazing!

We accept all major credit cards, PayPal, and bank transfers.

Do you offer payment plans?

Yes! We know that investing in your brand and website is a big step, and we’re happy to discuss a custom payment plan that works for you.

Keep in mind that your full balance will still need to be paid in full one week before your project begins, but we can break it up into smaller installments before then. 

What happens if I need to cancel or reschedule?

Life happens—we totally get it! Because your deposit secures your spot in our schedule, it is non-refundable. However, if you need to reschedule, reach out as soon as possible, and we’ll do our best to accommodate a new date.

Is there an extra fee for the 1-2 week turnaround?

Nope! Our process is designed to be fast, fun, and efficient, so our pricing already includes our 1-2 week Design Span. We believe in working with momentum, so we dedicate this time exclusively to your project to get it done quickly—without cutting corners.

What if I need extra pages or words?

We’ve got options! If you realize you need additional pages or sections beyond what’s included in your package, you can add them anytime—either when you book or later on as your project takes shape.

We’ll discuss your site structure during your Strategy Session, and if it turns out you need more, we’ll adjust accordingly. You can check out our add-on options here for more info.

Website Design

What platform do you use for websites?

We design exclusively on the Showit platform, because it offers the best of both worlds: total creative freedom and an easy-to-use interface.

Unlike other platforms that limit design flexibility or require coding to make simple changes, Showit lets us build truly custom, high-end websites without the usual constraints.

It’s also incredibly user-friendly, which means that once your site is live, you’ll be able to update text, swap out images, and add new pages—without needing a developer. Plus, if you have a blog, Showit seamlessly integrates with WordPress, giving you the power of the best blogging platform with a completely custom design.

For these reasons, we don’t design on Wix, Squarespace, or WordPress alone. We’ve found that Showit is hands-down the best platform for service providers who want a site that looks stunning and works effortlessly.

💡 Learn more about why we love it so much: Why We Use Showit (And Why You’ll Love It Too!)

Will I be able to edit my website after it’s done?

Yes! We provide video training to help you feel confident managing your site, and Showit makes it easy for you to update text, swap out images, and even add new pages—all without touching a single line of code.

That said, if you’d rather focus on running your business instead of tweaking your website, we’ve got you covered. Our website update services are available exclusively to past clients—whether you need a quick edit or a full refresh. 

How does the process work?

Our process is designed to be smooth, fun, and as stress-free as possible!
Here’s how it works from start to finish:

Phase 1: Onboarding
In this phase, we'll get aligned on your project & get everything from your head into ours. 
  • Complete the Onboarding Guide: We'll collect some initial info from you, you’ll create a Pinterest board, and we’ll have you schedule your Strategy Session. 
  • Attend your Strategy Session: In this one-hour virtual meeting, we’ll talk through the key sections of your website & review your Pinterest board together.
  • Schedule your Design Span: We’ll send you a few date options to select your Design Span, which is the 1-2 weeks when we’ll do all the actual designing of your project (more below!).

Phase 2: Prep Time
This is when you'll write your website copy and select photos. You can also schedule a brand photo shoot or work with a copywriter, if you choose.
  • Complete your Website Workbook: This step-by-step guide includes directions & tools to help you write your website copy, select your photos, and pass off any login credentials needed. Note that your workbook is due 1 week prior to the start of your Design Span to make sure we’re prepped and ready for you!

Phase 3: Design Span
This is the exciting 1-2 weeks when all the design work happens!
  • Review Designs & Give Feedback: We’ll spend each day working on the design of your brand or website, and send you something new to review by 6pm EST, along with a request for feedback by 10am EST the following morning.
  • Provide Final Approval: Once everything is designed, we’ll get your final stamp of approval. We’ll launch your website at your domain and/or package up your brand elements! 🥳

What do I need to provide for my website?

You’ll need to provide all written content (copy) and images for your site. If writing your own copy feels overwhelming, don’t worry—we’ll guide you through the process with our Website Workbook, which breaks everything down step by step. If you’d rather bring in a pro, we can also recommend copywriters who specialize in crafting high-converting website content.

For images, hiring a brand photographer is always our recommendation to make your site feel unique and personal. But if a photo shoot isn’t in the cards right now, we offer a Stock Photo Kit Add-On, where we curate a set of high-quality, on-brand images for you to use on your website, social media, and anywhere else you need imagery. You can also source free stock images from unsplash.com or pexels.com to fill in any gaps.

If you're not sure where to start, we can help you figure out exactly what’s needed during your Strategy Session.

Who chooses which template to restyle? What if none of your templates fit my needs?

We typically recommend a template based on your Pinterest board and Strategy Session. The template mainly serves as a content framework—everything else, including colors, fonts, and layout adjustments, is customized to match your brand.

If none of the templates on our website are the right fit, don’t worry! We have additional templates that aren’t showcased on our site, and if needed, we may be able to design your site as a custom website first and then convert it into a template afterward. If you think you might need a more custom approach, let’s chat before booking to find the best solution for you!

How does copywriting work?

We don’t offer full copywriting services, but we’ll guide you through the process with our Website Workbook, which breaks everything down step by step—so you’ll know exactly what to write and where it goes.

Copywriting takes place during the Prep Time stage, after your Strategy Session but before we start designing. We typically build in 2-4 weeks for content creation to make sure everything is ready before your Design Span begins.

If you’re working with a professional copywriter, ask about their turnaround time so we can plan your timeline accordingly. And if you need a recommendation, we’re happy to connect you with experienced copywriters who specialize in crafting high-converting website content!

Where do I get photos for my site?

Our #1 recommendation is always to invest in a brand photo shoot if you can. Custom photography helps your brand stand out, look polished, and attract the right clients.

But if a custom shoot isn’t in the cards right now (we totally get it!), we’ve got options. With our Stock Photo Kit Add-On, we’ll curate a collection of professional stock images that fit your brand style. If you’d rather source your own images, we recommend unsplash.com and pexels.com for high-quality, free options.

Do I need to purchase the Social Template Restyle to have my Instagram on my website?

Nope! Instagram integration (displaying your IG feed on your site) is already included in your website package.

Our Social Media Template Restyle, on the other hand, are pre-designed Canva templates that help you create branded Instagram posts and stories—so your social media matches the look and feel of your website. They’re a great way to keep your online presence cohesive, but they’re completely separate from how your Instagram feed appears on your site.

Am I going to lose my SEO if I move platforms?

We hear this concern a lot, and we totally get it—if your SEO is working, you don’t want to lose that! The good news is that switching platforms doesn’t erase your SEO. 

While you might see a temporary dip as Google re-crawls your new site, we take several steps to help your rankings stabilize (and in many cases, improve!):

✅ Keeping your domain the same whenever possible.
✅ Maintaining page names & URLs (/about, /services, etc.) where possible. If any URLs change, we’ll set up 301 redirects so Google (and your visitors) can still find everything.
✅ Applying SEO best practices as part of your project—this includes page titles, HTML text tags, meta descriptions, optimized images, and proper 404 pages.

We always encourage our clients to make the decision that’s best for their business, but not to avoid switching platforms purely because of this fear.

Once your new site is live, we recommend visiting our SEO Getting Started Guide for additional tips on boosting your rankings after launch.

Can you connect my CRM to my site? Is that an extra charge?

Inquiry forms, schedulers, and newsletter signups are all included in your website package. You’ll need an external service—such as Honeybook, Dubsado, or Flodesk—to power these features, but we’ll take care of integrating them into your site so they work seamlessly.

Timeline & Availability

Do I need to be available for calls?

You’ll only need to be available for one Strategy Session at the start. After that, we communicate via email. If time zones are tricky, we can adjust deadlines so you can review things at your own pace!

How long will my website be offline?

Your current website stays live until your new one is 100% ready. The actual switch takes just a few minutes, though in rare cases, it can take up to 48 hours for the domain to refresh. We’ll give you a heads-up before launch!

What if I need a lot of time to mull things over?

Our process is fast-paced and collaborative, so if you prefer to take months deciding, we might not be the best fit. We work best with clients who are ready to move forward and make decisions efficiently.

Have a question not answered here?

We're so happy you're here, and we hope this lounge makes being a Hey Hello Studio client even better. Let us know if there's anything you can't find 💖