FAQs

Copywriting and content marketing can be a big and important investment for your business. When we work with you, we want you to feel confident and informed at every stage.

Online ordering

We’ve made ordering your copy needs online as easy as possible. Here’s how it works:

  1. Choose your service.
    We have a range of packages to choose from, or you can select individual pieces.
    Can’t see what you need? Contact us and we can quote for you.
  2. Place your order.
    Confirm your order details and select any optional extras, review the terms and pay.
  3. Respond to our questionnaire.
    We’ll email you a brief questionnaire that’s designed to collect the info we need as quickly as possible. Plus, we’ll save your info on file so this step is even faster for future orders.
  4. Stay updated.
    We’ll hit up your inbox with an update each week so you’re never left in the dark, wondering if we’ve forgotten about you.
  5. Provide your feedback.
    When we’ve finished the first draft, we’ll send it to you for review. Here’s your chance to make sure it’s on track and provide feedback. You’ll be given two rounds of review and reasonable revisions on every asset in every project.
  6. Publish your copy.
    When we’ve completed the two rounds of revisions, your copy will be ready to go. And no, there’s no need to mention us anywhere.

That’s a-ok! We get it. It’s not easy to decide exactly what to talk about – particularly if you’re looking to build a blog and need to publish regularly.

If this is you, don’t worry. When we send out our questionnaire (“the brief”), you can ask us to recommend topics for you. If you do, we’ll check out your business and consider what your audience needs before sending you a couple of options to choose from. We won’t get stuck into the research and writing until you give us the go-ahead.

Then we’d love to partner with you! Schedule some time for us to catch up. Together, we can work out a service and package that suits your specific needs.

Absolutely. You can either submit an order as you need it, or schedule some time with us so we can discuss a plan that suits your business.

We wish! But no.

We use the insights and data we have available along with our gut feelings (which are usually pretty accurate given our years of experience), but everything’s always changing out in the big wide world web. From Google algorithm updates to competitor movements to customer demand for your offering, there’s just too much going on for any promises.

Copywriting

Two minds are always better than one!

For small jobs, your project is in the hands of one highly experienced writer. A second writer will come in to proofread the work for typos and make sure everything’s on brand and in your brand’s voice.

For larger jobs, like reports, our writers work together to craft content that flows and is engaging. This could involve one writer challenging the other’s thought processes or identifying gaps and providing additional research to deliver the quality copy your business deserves.

If possible, yes. Our writers get to know your business so it makes sense that you keep the same writer throughout your relationship with us.

If you’d prefer a new writer be assigned, that’s no problem. Just ask when submitting the brief.

In general, no. We keep communication flowing via our fantastic account managers so that our amazing copywriters can focus on what they do best – writing fabulous copy.

If you have a larger project or work with us on a regular basis, we may introduce you to your writers and give you direct contact with them. It all depends on what will work best for everyone.

Absolutely! Our work is completely original every time. There’s no copy/paste around these parts and definitely no fill-in-the-blank templates.

We may reuse statements or quotes from your own previously published work (e.g. your website or social media) for alignment. Where other parties or individuals are quoted, the work will be attributed appropriately.

We always start with our questionnaire (“the brief”) and your website or social media so we can get a feel for your business, what it is you do, how you speak and what your customers need. After that, we look to publicly available research, reports and news to build your story.

We may look to your competitors for inspiration but we will never quote or reference them or their research (unless you specifically ask us to).

Where we cite research or quote others, the work is always attributed appropriately.

Localisation

We currently offer localisation for Hong Kong, Indonesia, Japan, Mainland China, Malaysia, South Korea, Taiwan, Thailand and Vietnam. We also localise English for Australia, Singapore, the UK and the US.

If you need a language or market not on the list, just ask. Our team have strong relationships with localisation experts around the world and can usually onboard a new specialist within a week or two.

We can translate and localise any written copy or video voiceover (e.g. for subtitles). Our specialty is in marketing copy, but our team has experience across everything from content design to legal agreements.

If you need localisation support for your existing copy, contact us for a quote.

As much as you can! If you have style guides and glossaries for your target language, we can work to those. If not, we can review your existing translations or work with you to define your style.

If you’re providing the English copy for us to translate, strong background information, screenshots and photos can also help us deliver quality work. A translation may need to be altered for terms in-context vs in buttons, so whatever info you can provide will help.

Like serving Marmite in an Australian café, some things just don’t work. While accurate and clear translation is a great starting point, localisation takes your work to the next level, helping build consumer confidence and trust. It considers local and cultural normal and expectations to deliver the right message at the right time.

Absolutely! Share your live sites, prototypes, wireframes or mock-ups, and we can provide guidance for locale-specific imagery or where your global choices may need a little tweaking.

We don’t usually do stock photo searches and purchase but if you really need help, chat to us and we’ll see what we can do.

We currently offer localisation for Hong Kong, Indonesia, Japan, Mainland China, Malaysia, South Korea, Taiwan, Thailand and Vietnam.

If you need a language not on the list, just ask. Our team have strong relationships with localisation experts around the world and can usually onboard a new specialist within a week or two.

Revisions and reviews

To ensure you receive exactly what you need, we offer two rounds of revisions on all copy. Where we can, we offer extended review and feedback periods so you can seek input from your team and stakeholders before we get to work on the revisions. Extended revisions are not available on blog subscription packages as this could impact your blog scheduling.

All copywriting projects include two reasonable revisions. But what’s reasonable?

In general, don’t hold back! We want you to be happy with the final work. However, the following requests would be considered unreasonable:

  • Out of scope: For example, asking for a 4,000-word article when you ordered a standard blog post.
  • Conflicts with brief: Changing the direction of the project, like the topic, primary messaging or target audience.
  • Unclear or incomplete feedback: Saying “It doesn’t feel quite right” without guidance on what’s wrong. (We’re not mind readers.)
  • Beyond revision limits: Sending a third or fourth round of feedback. This will only be accepted in rare cases and after discussion.

It’s rare for a client to request the unreasonable so it’s unlikely we’ll have problems. However, if we identify a potential issue, we’ll raise it with you early to make sure that we’re all on the same page and you get the copy your business needs.

Presentations and workshops

Of course! We’re happy to join you and your clients on a video call (or in person if we can safely organise it) to walk you through our work or findings. If you’re another agency, we’ll present as an extended member of your team and will not promote our services to your clients.

In general, most workshops are held remotely on a video call. For larger groups, in-person workshops may be organised in Sydney or Newcastle with sufficient notice.

What we don’t do

We do an awful lot, but there are some things we simply can’t deliver right now.

  • Blog or article posting or tracking
  • eDM development or scheduling
  • Media or ad buying
  • Social media planning, posting or tracking
  • Research studies, social & media listening and reporting
  • Campaign tracking and monitoring
  • SEO tracking and reporting
  • Website analytics setup or tracking
  • Website design or development (but we have some fabulous agency partners we can recommend)

We don’t do direct comparisons or trash talking of competitors as we feel that to be an unhealthy way to do business. What we mean by that is blogs like “Why [Your Business] is better than [Your Competitor]” or “What [Your Competitor] won’t tell you”.

We don’t serve businesses in the gambling, tobacco or alcohol industries, or work for political parties or religious organisations.

If your business is considered a competitor of one of our key clients, we also won’t be able to support you.

If you need help finding a good agency, just ask and we’ll be happy to refer you on. (No, we don’t charge agencies or freelancers we recommend referral fees.)

Payments and refunds

We accept major credit cards through our secure order form. For larger orders, instalments may be made available.

No. We include two rounds of revisions with all copy projects to ensure you’re happy with the final copy you receive.

First things first, contact us!

If we haven’t started work, we’ll happily provide a refund for the full amount minus a $15 administration fee. (We’ll give you a $15 discount code for your next order.)

If we have started work, but haven’t got too far, we may be able to offer a partial refund or discount on a future project. This will be offered at our sole discretion.

We may have cancelled your order for one of a few reasons:

  1. You didn’t complete our questionnaire (brief) despite multiple requests to do so.
  2. Your payment failed or was reversed.
  3. You work for a business or industry we don’t support.
  4. Something just looked a bit dodgy.

We refund cancelled orders in full. However, some cancellations (like failed instalments or lack of briefing) are subject to a $15 administration fee.

If you believe your project has been cancelled in error, please contact us.

Have another question?