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All project work uses a transparent 3-stage payment model. Every payment is tied to a milestone, so you never pay for something before it has been delivered.

• 50% deposit — due on signing. Secures your start date and covers strategy, the kickoff call and all planning work.
• 25% milestone — due when design concepts or the first major deliverable are presented and approved for build.
• 25% final balance — due before final handover. Covers the complete build, all revisions and your post-launch support window.

No hidden fees, no surprise invoices. Retainer services (SEO, ads, email) are billed monthly in advance instead, and can be cancelled with 30 days' written notice.

Read the full payment structure article →

Your invoice arrives by email with a direct payment link. You can pay by:

• Card — all major debit and credit cards.
• PayPal.
• Bank transfer — details are on the invoice. Best for larger project payments, as it avoids card processing fees.

All prices are quoted in GBP (£) and are exclusive of VAT unless stated otherwise. VAT may apply depending on your location.

International client? Bank transfer is usually the cheapest route. Ask your project manager before paying and we will point you at the option with the lowest fees for your country.

The 50% deposit is due on signing your proposal, and it must clear before any work begins.

That is not a formality. The deposit is what reserves your start date in our schedule and assigns your project manager and design team to your account — so until it lands, your slot is not held.

What it covers:

• Your project start date, held in our production schedule.
• Your dedicated project manager and design team.
• The kickoff strategy call and discovery session.
• All initial research, brand analysis and planning.

Your invoice is emailed within 30 minutes of signing. If you have not received it, check spam, then email [email protected].

Every invoice is emailed to you with a direct payment link — you do not need to log in anywhere to pay.

1. Open the invoice email (sent within 30 minutes of signing, or on your monthly billing date for retainers).
2. Click Pay Invoice.
3. Choose card, PayPal or bank transfer.
4. You will receive a receipt by email immediately once payment clears.

Every invoice and receipt is also stored under Invoice & Payment History in your Client Portal, so you can re-download them at any time for your accountant.

Card and PayPal payments clear instantly. Bank transfers typically take one to three business days.

We would always rather talk to you than chase you. If a payment is going to be late, tell your project manager before the due date — in almost every case we can work something out.

If we hear nothing:

• Your project manager will follow up with a reminder.
• If an invoice remains unpaid, work on the project may be paused until it is settled. Your work is not deleted or lost — it is held.
• We can hold a paused project in the queue for up to 30 days at no extra cost. Beyond 30 days a restart fee may apply, because your slot has to be re-planned into the schedule.

Cashflow gets tight for every business at some point. A conversation costs nothing and almost always solves it.

Yes, in defined circumstances. Our full terms are in the Refund & Cancellation Policy — here is the short version.

• Deposits: refundable within 7 days of payment, provided no work has commenced. Once the kickoff call has happened or work has begun, the deposit is non-refundable, as team time has been committed.
• Retainers (SEO, ads, email): we offer a 60-day guarantee. If there is no measurable, agreed improvement in your primary KPI within 60 days of your retainer start date, you may cancel and receive a full refund of your fees.
• Completed work: not refundable, but if you are unhappy we will keep working until the deliverable meets the agreed brief.

We acknowledge every refund request within 48 business hours. A refund is genuinely a last resort — in most cases the issue is solved with more work, a strategy reset, or an honest conversation about expectations.

The standard 3-stage model (50% / 25% / 25%) already spreads a project across its lifetime, and for most clients that is enough.

If you need to spread it further, ask. We will consider an instalment plan on a case-by-case basis, usually on larger projects. Two things we will be straight about:

• Any plan is agreed in writing before the project starts — not renegotiated mid-build.
• The 50% deposit before work begins is not something we flex on. It is what reserves your slot and your team.

Retainer services are billed monthly in advance, which for many clients is the more manageable route — you get ongoing work without a large one-off outlay.

To discuss it, email [email protected] or book a call.

Every project runs through the same five stages, so you always know where you are.

1. Discovery. Kickoff call, audit of your current store, competitor and analytics review. Output: the agreed brief.
2. Strategy & planning. Sitemap, page structure, conversion strategy. Output: the project plan and milestone dates.
3. Design. Concepts presented for approval. This is where your 25% milestone payment falls.
4. Build. Development, content population, apps, integrations, speed and QA.
5. Launch & handover. Final balance, go-live, live handover call plus a recorded walkthrough, then your post-launch support window.

Timelines depend on your package: Starter 1–2 weeks, Growth 3–4 weeks, Scale 5–8 weeks. Every stage is visible in your Client Portal.

Milestones are the checkpoints your project is measured against — and two of them are tied to payments, so there is never ambiguity about what you are paying for.

• Brief agreed — after the kickoff call. Scope is fixed in writing from this point.
• Design approved — concepts signed off and released for build. Triggers the 25% milestone payment.
• Build complete — the store is built and populated, ready for review.
• QA passed — tested across devices, browsers and checkout.
• Handover — final 25% balance, go-live, training call. Starts your post-launch support window (14, 30 or 60 days by package).

Every milestone has a target date agreed at kickoff, and each one is tracked in your portal.

Everything lives in your Client Portal — you should never have to email us to ask "where are we?"

Inside it you will find:

• Project tracker — current stage, what is done, what is next, and target dates.
• Files & deliverables — every asset we produce, versioned.
• Direct team messaging — talk to your project manager without digging through email threads.
• Performance reports — for retainer clients, your monthly results.
• Invoice & payment history — every invoice and receipt.
• Strategy call booking — grab time with us when you need it.

Your portal login is included in your welcome pack. Lost it? Use the reset link on the sign-in page.

Send feedback through Direct team messaging in your Client Portal, so it stays attached to your project and nothing is lost in an inbox.

Good feedback is specific. It saves you rounds and gets you what you actually want:

• Say where: name the page and the section.
• Say what: "the hero headline is too long" beats "the top feels off".
• Say why: tell us the goal, not just the fix. "Customers miss the delivery promise" lets us solve it properly.
• Batch it. One consolidated round of feedback moves faster than fifteen separate messages.

Consolidate internal opinions before sending. Conflicting feedback from different people on your side is the most common cause of a slipped deadline.

Delays happen. What matters is that you hear about them from us, early, with a new date — not that you discover them when a deadline quietly passes.

If the delay is on our side: your project manager tells you as soon as we know, explains why, and gives you a revised date. We do not charge you for our own delays.

If the delay is on your side — assets outstanding, approvals pending — we will flag it and tell you what is blocked. Your slot is held, and we can pause a project in the queue for up to 30 days at no cost. After 30 days a restart fee may apply, because the schedule has to be re-planned.

The most common causes are late content, slow sign-off, and conflicting internal feedback. Naming one decision-maker on your side removes most of that risk.

Message your project manager in the Client Portal and describe what you want changed and why.

What happens next depends on which of two things it is:

• A refinement of agreed work — for example, changing a headline or adjusting a layout that is already in scope. This is a revision, and there is no extra charge.
• Something new — a page that was not in the brief, an extra integration, a different feature. This is a change request. We will quote the time and cost, and only proceed once you approve it in writing.

We never do extra work and surprise you with an invoice afterwards. If something falls outside the brief, you will hear about it before we start, not after.

Unlimited revisions within the agreed brief. We do not sell you a fixed number of rounds and then start charging.

If a deliverable does not yet meet what we agreed at kickoff, we keep working on it until it does. That is our commitment, and it is written into our terms.

The boundary is not a count — it is the brief. Anything within the scope we agreed is a revision. Anything genuinely new is a change request, quoted separately and only started once you approve it.

This is why we put the brief in writing after the kickoff call and ask you to confirm it. That document is what protects you from vague scope, and protects us from a project that never ends.

A revision is any change that brings a deliverable closer to the brief we agreed. These are included, with no cap and no extra cost.

Revisions include:

• Adjusting layout, spacing, colour or typography on a page already in scope.
• Rewording headlines or copy we produced.
• Swapping images or product imagery.
• Fixing anything that does not match the agreed brief.
• Correcting bugs, broken links or display issues.

The test is simple: if we agreed to build it and it is not right yet, it is a revision — and we will keep going until it is right.

Send revisions through Direct team messaging in your Client Portal. It keeps everything attached to your project, in one place, with a clear record.

1. Open your project in the portal.
2. Message your project manager with the page or deliverable named.
3. List the changes as bullet points — one line each.
4. Attach a screenshot with a note or arrow if it is visual. It removes all ambiguity.

Batch your requests. One consolidated list turns around far faster than a trickle of individual messages, because we can action them in a single pass rather than re-opening the same file ten times.

Your project manager will confirm what is a revision (no charge) and flag anything that is actually a change request, before any work starts.

Revisions refine what we agreed to build. A change request is something new — and it is quoted and approved before we touch it, never billed as a surprise.

Typically a change request:

• Pages, templates or features that were not in the agreed brief.
• A change of direction after a design has been approved and built.
• New third-party apps, integrations or custom functionality.
• A brand or visual identity change mid-project.
• Work on a different store, or a second site.

None of this is a refusal. It is a quote. You will always be told the time and cost, and nothing proceeds until you approve it in writing.

This is exactly why we fix the brief in writing at kickoff — so both sides know where the line sits.

Message your project manager in the Client Portal, or email [email protected].

Then:

1. Tell us what you want and, more usefully, what outcome you are after. We can often hit the goal a cheaper way than the solution you had in mind.
2. We scope it and send you a written quote with a time estimate.
3. You approve in writing. Only then does work start.

Additional work either runs alongside the current project, or after handover, depending on capacity — your project manager will tell you honestly which, rather than promise both and slip.

If you find yourself repeatedly requesting extra work, a monthly retainer is usually better value than a series of one-off quotes. Ask us to compare the two for you.

Completion is a defined process, not just a switch being flipped.

1. Final QA. We test across devices, browsers and the full checkout flow.
2. Your review. You walk the finished store and raise anything outstanding. Still within the brief? Still a revision — we fix it.
3. Final balance. The remaining 25% is invoiced before handover.
4. Go-live. We launch, or push to your live theme, at an agreed time.
5. Handover. A live training call, recorded for you to keep, plus all files and access.
6. Support window opens. 14 days (Starter), 30 days (Growth) or 60 days (Scale).

You own everything: the store, the theme, the assets, the accounts. There is no lock-in and nothing is held hostage.

Handover is designed so that you are never dependent on us to run your own store.

You receive:

• Full ownership of the store, theme and all files.
• A live handover call walking you through the store, section by section.
• A recording of that call, so you can revisit it — or hand it to a new team member — any time.
• Any accounts we set up on your behalf, transferred to you.
• Your post-launch support window: 14, 30 or 60 days depending on your package.

Once the project ends you can revoke our collaborator access in one click, from Settings → Users. We will not object — it is your store, and a good agency leaves you able to walk away.

Training is a live call plus a recording you keep. The recording matters: nobody remembers everything from a single session, and staff change.

We cover:

• Adding, editing and organising products and collections.
• Editing pages and content without breaking the design.
• Processing orders, refunds and customer enquiries.
• Reading your analytics — what to watch, and what to ignore.
• Anything custom we built for you specifically.

The call is shaped around who will actually run the store day to day, so bring them. If that person joins later, give them the recording.

Questions after training are exactly what your post-launch support window is for.

After handover the store is yours to run, and the training call plus recording is designed to make that straightforward.

A sensible routine:

• Weekly: check orders, respond to customers, review conversion rate.
• Monthly: review your top and worst performing products, and your traffic sources.
• Quarterly: refresh imagery and content, and review pricing.

Two rules worth keeping: take a theme backup before making changes, and be sceptical about installing apps — each one adds weight and can slow your store down.

Within your support window (14/30/60 days), we are here for questions. After that, if you would rather not manage growth alone, a monthly retainer covers ongoing SEO, ads or email.

Every project includes a post-launch support window, and the length depends on your package:

• Starter (£997): 14 days
• Growth (£2,497): 30 days
• Scale (£4,997): 60 days

Covered: bugs or faults in what we built, display and browser issues, fixes to anything that does not match the agreed brief, and questions about running the store we handed you.

Not covered: new features, new pages, redesigns, or problems caused by a third-party app you installed after handover. Those are change requests — quoted and approved first, never billed as a surprise.

Report anything through the Client Portal or email [email protected].

Report it through the Client Portal, or email [email protected]. If your store is down or checkout is broken, message us on WhatsApp as well — that is the fastest way to reach us.

Tell us:

• What you expected to happen, and what actually happened.
• The exact page or URL.
• Device and browser (for example, iPhone 14 / Safari).
• A screenshot or screen recording — this alone often halves the time to a fix.
• Whether it affects all customers or just you.

Anything that stops customers buying is treated as critical and jumps the queue.

Covered during your post-launch support window (14/30/60 days by package):

• Bugs and faults in the work we delivered.
• Broken layouts, links or images on pages we built.
• Checkout or cart problems caused by our build.
• Anything that does not match the brief we agreed.

Not covered:

• New features, pages or design changes — those are change requests.
• Faults caused by apps or code you or a third party added after handover.
• Shopify platform outages, which are Shopify's to fix (check shopifystatus.com).
• Training on Shopify basics beyond the handover session.

If something is outside cover, we will tell you plainly and quote it, rather than quietly absorbing it and resenting it.

We respond to support requests the same business day, within our working hours of Mon–Fri, 9am–6pm GMT. A request sent at 8pm on Friday is answered Monday morning.

How we prioritise:

• Critical — store down, checkout broken, customers cannot buy. We start immediately and stay on it.
• High — a key page or feature is broken but sales still work. Same business day.
• Standard — cosmetic issues, minor bugs, questions. Same business day response, typically resolved within 1–2 business days.

Responding is not the same as resolving, and we will not pretend otherwise: you will always hear back from a human the same business day with what we know and what happens next, even if the fix itself takes longer.

We use a Shopify collaborator request. It does not consume a staff seat, permissions are limited to what we actually need, and you can revoke it instantly.

1. We send the collaborator request from our Shopify Partner account.
2. Go to Settings → Users in your Shopify admin.
3. Open the pending request under Collaborators.
4. Review the permissions, then Approve.

If your store requires a collaborator request code, find it in Settings → Users → Security and send it to your project manager.

Never send us your Shopify password. We will never ask for it. Any agency that does is one you should walk away from.

When the project ends, remove our access in one click from the same screen.

This one is on Shopify's side, not ours — we cannot reset it for you, and no agency should be able to.

1. Go to your store's login page.
2. Click Forgot password?
3. Enter the email on your Shopify account.
4. Open the reset link Shopify emails you and set a new password.

No email arriving? Check spam, and confirm you are using the email the account was actually created with — often a personal address rather than the business one.

Locked out entirely, or lost access to the account email, contact Shopify Support directly — only they can verify ownership and restore access.

While you are there: turn on two-factor authentication. It is the single best protection for your store.

Store development is delivered in three packages:

• Starter — £997. 1–2 weeks, 14 days post-launch support. A clean, conversion-focused store built on a premium theme.
• Growth — £2,497 (most popular). 3–4 weeks, 30 days support. Deeper customisation, CRO-led design and more advanced functionality.
• Scale — £4,997. 5–8 weeks, 60 days support. Everything in Growth, plus custom development for more complex requirements.

Every package includes strategy and discovery, mobile-first design, product and content population, speed optimisation, QA across devices, a live handover call with recording — and unlimited revisions within the agreed brief.

Prices are GBP, exclusive of VAT. Not sure which fits? Book a call and we will tell you honestly — including if the cheaper one is enough.

SEO is a monthly retainer, because it compounds — it is not a one-off task.

• SEO Starter — £797/month. Technical SEO, on-page optimisation, keyword strategy, monthly reporting.
• SEO Growth — £1,597/month (most popular). Adds content production, collection and product page optimisation, and link building.
• SEO Scale — £2,997/month. Everything in Growth, plus weekly performance reporting and a more aggressive content and authority programme.

Typical work: technical audits and fixes, Core Web Vitals, site architecture, keyword research, on-page optimisation, content, structured data, and internal linking.

Our 60-day guarantee applies: no measurable, agreed improvement in your primary KPI within 60 days and you can cancel with a full refund. SEO is a long game, and we will tell you plainly if your site is not ready for it yet.

Paid ads are a monthly retainer, priced by the ad spend we manage:

• Ads Starter — £597/month. Up to £5,000/month managed spend. Recommended minimum spend £1,500/month.
• Ads Growth — £997/month (most popular). Up to £15,000/month managed spend, plus bi-weekly strategy calls.
• Ads Scale — £1,997/month. Everything in Growth, plus weekly calls and reporting.

Covers Meta, Google and TikTok: account structure, audience and keyword strategy, creative direction and testing, landing page feedback, conversion tracking, and ongoing optimisation.

Two honest points. The management fee is separate from your ad spend — you pay the platforms directly. And below roughly £1,500/month in spend, there is not enough data to optimise properly; we will say so rather than take the fee.

Email is usually the highest-ROI channel a Shopify store has, and it is billed as a monthly retainer:

• Email Starter — £497/month. Core automated flows, list growth, monthly reporting.
• Email Growth — £997/month (most popular). Adds campaign sends, segmentation and A/B testing.
• Email Scale — £1,997/month. Everything in Growth, plus weekly campaign sends and advanced segmentation.

The flows that matter — welcome, abandoned cart, browse abandonment, post-purchase, win-back — plus popups and list growth, segmentation, deliverability, and design that matches your brand.

We work primarily in Klaviyo. Its Shopify integration and segmentation are genuinely better than the alternatives, and we would rather be excellent in one tool than mediocre in five.

Message your project manager in the Client Portal, or email [email protected].

Upgrading a project package (Starter → Growth, say) mid-build: we invoice the difference and extend the timeline accordingly. Easiest before the design stage.

Upgrading a retainer (SEO Starter → Growth): takes effect from your next billing cycle. No penalty, no re-onboarding.

Downgrading a retainer: also from your next cycle, with 30 days' written notice.

We will not upsell you into a package you do not need. If your current tier is doing the job, we will say so — an honest "stay where you are" is worth more to us than one month of extra fee and a client who leaves.

One project manager, one place. You should never be chasing three people across four channels.

• Client Portal messaging — the default. Everything stays attached to your project, with a clear record.
• Email — [email protected] for anything formal: approvals, invoices, scope.
• WhatsApp — +44 7716 792088 for quick or urgent things.
• Scheduled calls — book time whenever you want to talk it through properly.

Anything that changes scope, price or a deadline gets confirmed in writing, always. Verbal agreements are how projects go wrong and how clients get surprised — so we do not rely on them.

You only need one: the Client Portal. We deliberately do not make clients learn our internal stack.

In your portal:

• Live project dashboard and stage tracker.
• Files and deliverables, versioned.
• Direct messaging with your team.
• Monthly performance reports (retainer clients).
• Invoice and payment history.
• Strategy call booking.

Behind it we use the right tool for the job — Shopify Partners, Klaviyo, Google Analytics and Search Console, and the ad platforms. Where those touch your business, the accounts are yours, in your name, and you keep them if you ever leave us.

You are assigned a dedicated project manager the moment your deposit clears — a named person, not a shared inbox.

• Client Portal messaging — the fastest route, and it keeps history against your project.
• Email — [email protected].
• WhatsApp — +44 7716 792088 for urgent matters.
• Book a call — grab a slot whenever a conversation beats typing.

We reply the same business day (Mon–Fri, 9am–6pm GMT).

If you ever feel you are being ignored, escalate straight to [email protected] and say so. We would much rather hear it than lose you quietly.

Monday to Friday, 9am–6pm GMT.

We answer messages received in those hours the same business day. Anything that lands in the evening or over the weekend is picked up the next working morning.

The exception: if your store is down or checkout is broken, message us on WhatsApp. Anything stopping customers buying is treated as critical and we will act as fast as we physically can.

We do not claim 24/7 support. Plenty of agencies do and very few mean it. We would rather promise something we can genuinely deliver than an SLA that quietly fails you at 2am.

Yes. We are UK-based (Shopify Pro Services Ltd) and work with ecommerce brands worldwide.

Practical points:

• Timezones: our hours are Mon–Fri, 9am–6pm GMT. If you are in the US or Asia, we will schedule calls to overlap with your working day.
• Currency: we invoice in GBP (£), exclusive of VAT. VAT treatment depends on your location — most non-UK business clients are not charged UK VAT.
• Payment: card, PayPal or bank transfer. For international transfers, ask us first and we will point you at the lowest-fee route.
• Async by default: the Client Portal means you are not dependent on catching us live.

Different timezone and not sure it will work? Book a call and we will be straight with you about it.