Email: How it works


Welcome to your new email marketing service at Whole Design Studios.

To ensure our work together goes smoothly we have prepared some additional information below about your new service and how it works.

Please read through the below points and feel free to email us with any questions.


We know great communication is at the core of a successful relationship.

To ensure we get the best results possible from your email marketing campaigns we need to listen to you and communicate well with each other.

Contact emails

Your first point of contact is your account manager and head of the email marketing department Tim, you can email him at [email protected].

Your final point of contact is our CEO Giles Thomas, you can email him at [email protected].

Monthly Calls

Included in your monthly service is two 30 minute strategy calls. Used for planning, to discuss strategy and analyse results.

You can book your two monthly calls with their Calendly link.

For the calls we use the app:


This is a similar app to Skype but doesn’t require us to share usernames, simply a link, much faster and easier. It also has a mobile app and works on mobile browsers if you are out and about.

Live Chat

Because we are all busy working on growing your ecommerce businesses we don’t offer live chat. This includes Whatsapp, Skype chat, Slack channels or texts.

This is because most meetings can be solved with a simple email, this is faster and more efficient, it also means we spend more of the time you’re paying for on profit optimization rather than admin.

This is at the core of everything we do, we try to automate and standardise all our internal processes to save time wasted on admin, which we can then use to grow your profits.

This is also because if messages are spread across multiple channels outside of email then they may get lost or forgotten, this can be dangerous and cause confusion and missed communications.

How to escalate a problem

If you have a problem please email your accounts manager, escalated problems to our head of email marketing Tim. Further to this you can email our CEO Giles Thomas.


You will also receive monthly reports.

These will show in more detail the results of your campaigns, revenues, costs and profits.

They will also explain the next steps and changes to strategy as advised by your expert.

How it works

Email lite service

With the email lite service you get 1 email automation per month, usually made of 4 emails. Or you can opt for the newsletter service, which is also 4 weekly newsletter emails.

Email grow service

With the email grow service you get 3 email automation per month, usually made of 4 emails each. Or you can opt for a combination of the weekly newsletter service (4 emails) and 2 automations (8 emails).

How long will it take to be profitable?

There are a few determining factors that influence time to profitability when it comes to email marketing. As a rule of thumb, it takes 3 months to find and optimize profitable campaigns. This can be faster if you check all these boxes.

i. You have at least 2k emails If you already have 2k person email list, that has been recently emailed and kept active, you’re in a good spot. We can start to drive revenue to your Shopify store with automations from month 1.

ii. The emails are from lead or customers from your website The emails need to be from relevant and high-quality traffic sources and have been collected from your website (preferably with a double opt-in sequence). If the emails are from Amazon or another marketplace or if they are from a low-quality traffic source then it is likely they will underperform.

iii. Product/market fit Your products need to have the correct positioning in your market, industry or niche and appeal to your typical customer. You can have a great product and still struggle to sell it to the wrong person with the wrong value proposition.

iv. Past historic data If you have past data in your account from previous campaigns. We can analyse this data to inform your campaigns. This often allows us to reach profitability faster..

Cancellation process

Our services are, monthly, cancel anytime, with no long term commitments. This is because we are confident in our service quality and also want you to feel comfortable in your investment with us.

The fastest way to cancel your account at any time is simply to visit the cancellation page here.

If your next monthly payment is taken from your credit card and you have not completed the cancellation process at the provided link you will not be entitled to a refund. This is because work will already be underway on your account for the following month, preparing creatives and marketing messaging.

If you don’t want to cancel via the above link or cannot please email [email protected], please include your business name, service and wish for cancellation.

We check this email once a week on Fridays, if receipt of the email on said Friday is after your most recent recurring payment date, you will not be eligible for a refund.