Your one-stop-shop for launching, growing, and glowing ✨
Client FAQs
We’re so happy to have you as a client! Our goal is to make this process feel easy & stress-free. Below are answers to some common questions. (Not a client yet? See our Services FAQs.)
Process & Timeline
What happens after I book?
First, you’ll get a little celebration in your inbox from us, because we’re genuinely SO excited to be working with you! 🤗
Next, you’ll receive an Onboarding Email with:
Here’s how the flow works:
The Onboarding Guide is due 48 hours before our session so we have time to review it.
👉 See here for more details on the process.
Next, you’ll receive an Onboarding Email with:
- A proposed project schedule with key milestones
- A link to book your Strategy Session (where we get aligned on your vision)
- A link to your Onboarding Guide (collects some basic info + a Pinterest board)
Here’s how the flow works:
- Look over the proposed timeline and let us know if it works for you. That locks in your spot on our calendar!
- Book your Strategy Session—this is when we get aligned on your goals and map out your website together.
- Complete the Onboarding Guide before our session. This is where we gather all the juicy info we need to bring your vision to life—your goals, dream client insights, page structure, and some fun Pinterest homework.
The Onboarding Guide is due 48 hours before our session so we have time to review it.
👉 See here for more details on the process.
How long will the entire process take?
We move quick ⚡️ once everything is submitted, but the total project length depends on our availability, the type of package you choose, and how quickly you can complete your prep work.
We’ll share your exact project timeline in your kickoff email (and we’ll keep you on track the whole way!) but here's what a typical timeline looks like:
Phase 1: Onboarding (1–2 weeks)
We’ll gather everything we need to understand your business and goals via your Onboarding Guide, Pinterest Exercise, and Strategy Session.
Phase 2: Prep Time (2–6 weeks)*
(*No website? You get to skip this!) If your package includes a website, this is your window to complete your Website Workbook: writing your content, gathering images, and getting us any logins we might need. This is also when you’d work with your photographer or copywriter to create your copy or images, if you choose.
Phase 3: Design Span (1–2 weeks)
This is our focused design sprint, where we’re heads-down bringing everything to life. On days we send new designs for review, we'll request feedback by the next morning. Most projects are designed and launched during this phase.
Phase 4: Launch!
You’ll give us your final approval, and then we’ll either launch your site or deliver your brand assets 🎉
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 I need to be available for calls?
Just one! You’ll have one Strategy Session at the beginning to map out your project and align on your vision. After that, we keep things streamlined with email.
⏰ If you’re in a different time zone or have a packed schedule, let us know and we'll work together to build a schedule that works for both of us!
Can I move my timeline or pause the project?
We totally get that life happens. If something urgent comes up and you need to reschedule or pause, just reach out. We’ll do our best to accommodate, but please note that rescheduling may require a significant delay, depending on our availability.
What happens if I miss a deadline?
Deadlines are a super important part of our process that allow us to make magic in a short amount of time ✨
The first deadlines of your project will be to complete your Onboarding Guide and your Website Workbook (if your project includes a website). During your Design Span, we'll pass off design proofs by 6pm EST with a request for your feedback by 10am EST the next morning. (If these times won't work for your schedule, please let us know ASAP so we can adjust.)
If we do not receive your Onboarding Guide or Website Workbook on time, or your feedback by the deadline each day during your Design Span, your project may be rescheduled. Timing will depend on our current schedule, but we are typically booking 4-8 weeks out.
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.
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.
Can I add features or other add-ons mid-project?
Yes! You can select any of our standard add-ons using this link. For other requests, shoot us an email and let us know what you have in mind. We’ll send a quick estimate for the additional work and let you know how it might affect your timeline.
Tech & Tools
What do you handle for me when it comes to the website setup?
With our Website Restyle or Custom Website packages, here's what we take care of for you:
Note: Third-party tools are not fully supported.
While we're happy to embed basic third-party apps into a page on your site, we don't provide styling or troubleshooting. If it’s not displaying right, you’ll need to adjust it in that platform or contact their support.
- Publishing your website at your domain
- Embedding opt-in forms, contact forms, or schedulers
- Connecting your live Instagram feed
- Placing any tracking pixels or meta tags you provide
Note: Third-party tools are not fully supported.
While we're happy to embed basic third-party apps into a page on your site, we don't provide styling or troubleshooting. If it’s not displaying right, you’ll need to adjust it in that platform or contact their support.
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!)
Can you add an email opt-in or newsletter form to my site?
Yes! We’re happy to add a simple opt-in form (for a newsletter or freebie), but just a heads-up that you’ll need a third-party email service like Flodesk, Mailchimp, or Kit.
We’ll ask you to set up your account and share your login as part of your Website Workbook. We’ll handle embedding the form, but sending emails, collecting leads, and setting up automations all happen inside your email provider.
Can you add a contact form or scheduler to my site?
What about SEO? Do you take care of that?
We set up foundational SEO as part of your project... things like page titles, meta descriptions, and image alt text. You can find the full list of what we take care of here: SEO Getting Started Guide
Can you add a Facebook Pixel or Google Analytics tag?
Yes, we can add any tracking code you provide us (like a pixel, tag, or verification code) to the right place on your site. Just note: we don’t troubleshoot or manage analytics tools on our end. We’re happy to place the code, but setup, testing, and support needs to happen inside the platform (Meta, Google, etc).
What if I use another third-party tool not mentioned here?
We're happy to place any embed code into a page on your website, but we don't provide styling or troubleshooting. If you can't locate the right code, or it's not displaying correctly, you’ll need to adjust it in that platform or contact their support.
Launch & Beyond
Can I cancel my old website account?
Short answer: you can probably cancel your old hosting plan, but be sure not to cancel your domain or email hosting plan.
Here's the breakdown...
Every website needs two things to work:
Now that your site is hosted with Showit, so you can cancel the hosting plan for your previous site, but you’ll still need to keep your domain active in order for your website address (www.yourdomain.com) to continue to work.
⚠️ If your email is hosted through the same account, be extra careful when cancelling your hosting plan. You may need to contact the platform's support to verify they are not bundled together.
New domain? If we launched your new site on a brand new domain (instead of your old one), keep your old domain for at least 12 months and set up forwarding. That gives Google (and your audience) time to catch up. Once you stop paying for that domain, your redirects will stop working.
Here's the breakdown...
Every website needs two things to work:
- A hosting account: Where your website is built
- A domain account: The address (URL) people use to find your site
Now that your site is hosted with Showit, so you can cancel the hosting plan for your previous site, but you’ll still need to keep your domain active in order for your website address (www.yourdomain.com) to continue to work.
⚠️ If your email is hosted through the same account, be extra careful when cancelling your hosting plan. You may need to contact the platform's support to verify they are not bundled together.
New domain? If we launched your new site on a brand new domain (instead of your old one), keep your old domain for at least 12 months and set up forwarding. That gives Google (and your audience) time to catch up. Once you stop paying for that domain, your redirects will stop working.
Why is my site is live in some places but not others?
Totally normal! When a new site goes live, it can take up to 48 hours to fully show up across the internet (this is called DNS propagation).
💡 Try doing a hard refresh to clear your browser cache:
Shift + click the refresh button (or clear your browser history/cache entirely). This often fixes it!
What do I need to know about SEO?
To see what we’ve already done for your SEO, and what you can do next, check out our SEO Getting Started Guide.
How do I update my website moving forward?
If you're the DIY-type, check out our Showit Video Tutorials to get familiar with Showit and learn how to swap photos, edit copy, and more. If you'd rather us take care of updates for you (or have hit your DIY limit!) we're happy to help with our Website Update services.
What kinds of things can you help with in the future?
So many things! We’d love to continue being your go-to design team as your business grows. Check out our Ongoing Support page, or view our current client-only add-ons.
