Message areal human,based in East London.
No chatbots. No offshore queues. The person replying to your message is the person briefing your designer. Webform replies in around 30 minutes; email the same.
Two ways to reach us
Whichever you pick, you’re reaching the same UK team. The webform is the fastest route — usually a 30-minute reply during working hours.
What happens
when you message us.
Inside 30 minutes during the working window (8 AM – 8 PM UK, Monday to Sunday), a human on the East London team reads what you wrote, opens your website if you sent a link, and replies with one of three things. If you described a job that maps clearly onto one of our tiers, the reply confirms the tier and the next step (a 15-minute call to walk through the brief, or a direct link to the briefing form if you’d rather skip the call). If your job needs a longer scoping conversation — an Agency-tier build, a migration off a complex legacy stack, an unusual integration — the reply offers two or three call slots inside the next 48 hours. If your enquiry is genuinely outside what we do (a SaaS product, a mobile app, a Salesforce build), the reply says so honestly and points you at a specialist we trust.
We do not respond with quote PDFs, templated “thanks for getting in touch” auto-replies, or pressure to book a sales call before we understand the work. The first reply is a real one from a real person, with a name in the signature, and you can reply directly to keep the conversation in the same thread. If we’re away from the desk overnight, the next-morning reply comes within an hour of the working window opening — not the day after.
Once a brief is confirmed, we collapse everything into a shared Slack channel or an email thread (your choice) where the designer, developer and project lead are all visible. You see the work happen rather than waiting on weekly status reports. The same channel stays open for the 30-day post-launch support window, so any small tweaks land without raising a new ticket.
Who actually
answers the email.
The Same Day Website Launch team is small by design — somewhere between five and ten people depending on the season, all UK based, all working from the East London studio or remotely from somewhere in the UK. The first message you send goes to a shared inbox watched by the founder and the two senior project leads; whoever has the earliest gap in their calendar picks it up and stays on the thread through to launch. That person is not a salesperson and not a junior triage layer — they are someone who has shipped websites this week and will ship yours next week.
We deliberately do not run a call-centre operation, a chat-bot triage layer, or an offshore overnight queue. We learned early that the cost of those layers is higher than the cost of paying a senior team member to answer their own email — the misrouted briefs, the lost context, the “let me check and get back to you” loops eat more time than they save. The trade-off is that we do not answer outside the 8–8 working window; out-of-hours messages get a reply first thing the next working day.
If you need an urgent reply outside the standard window (a launch falling apart at 11 PM, a Search Console penalty notice that landed at the weekend), the Rush Add-on covers out-of-hours response with a four-hour SLA on confirmation. Most clients never need it; it’s there for the genuinely urgent.
What to put in
your first message.
You don’t need a formal brief to start a conversation — one paragraph is enough — but the reply will be more useful if you cover four things. What the business does in one sentence: the trade, the customer, the rough revenue band. We treat everything we read as commercially confidential; if there’s an NDA you’d prefer to sign first, ask and we’ll send our standard mutual NDA. The current website situation: URL if one exists, what platform it’s on, what you like or don’t like about it. If it’s a new launch, what stage you’re at — logo done, copy done, neither.
The deadline pressure: a real launch date, a marketing push, an investor demo, a friend’s friend who recommended us. Same-day is the default; if you genuinely have three weeks, we can structure the work more comfortably. The budget orientation: a number, a tier, or “not sure, advise me.” The latter is fine — we’ll suggest a tier that fits the scope rather than pushing the highest one. None of the four items is mandatory; missing any of them just means the first reply asks the question rather than answering it.
If you have brand assets — logo, photos, fonts, a brand book — share a Google Drive or Dropbox link in the first message and we can review them before the call. If you don’t have any of that yet, say so — we have a 90-pattern component library that produces a coherent visual identity from the first words you describe the business with, so “no brand yet” is genuinely not a problem.
Common questions
Can I call instead of emailing?
Once a brief is confirmed, yes — every active project has a direct line shared in the kickoff email. The reason we don’t publish a general inbound number is that the messages that arrive by phone need someone to take notes, transcribe, and route to a designer, which is slower than the person who’d take the call simply reading the email you typed. The starting form is the fastest path; the call schedule is the second-fastest.
Do you do video calls?
Yes — Google Meet by default, Zoom or Microsoft Teams on request. Most projects need one 15–30 minute kickoff call and zero further calls until the launch debrief. We’d rather spend the hour building the site than scheduling the meeting about the site.
What about NDAs?
We sign mutual NDAs as a matter of course for any client who asks. Our standard NDA is two pages, English law, mutual confidentiality, two-year tail. If you have your own paper we’ll review it the same day; the only redlines we ever request are around IP ownership — the site we build for you is yours; the underlying component library and processes stay ours.
Can I visit the studio in East London?
Yes, by appointment. The studio sits near Leyton, on the Central Line, and is open to clients Monday to Thursday during the working window. Most clients prefer to brief remotely — the work itself is digital — but for the larger Agency-tier projects we encourage at least one in-person kickoff if the geography allows.
I’m outside the UK — can you still help?
Yes. We launch into the US, Canada, Australia and the Republic of Ireland regularly, with hosting in the right region. The 8–8 UK working window is also 3 AM–3 PM on the US East Coast and 6 PM–6 AM on the Australian East Coast, so we overlap with most US business hours and end-of-day Australian hours comfortably. Email is the simplest channel for cross-time-zone work; the kickoff call usually finds a slot inside week one.
I’m a developer / freelancer myself — do you partner?
Sometimes. If you have a backlog of small client jobs that don’t fit your workflow, we’ll quote the build at our standard tiers and pay a 10% referral fee back to you on each project. If you want to white-label the work under your own brand, we can do that too — the credentials, handover and support go through you. Drop a note via the form mentioning “partner” in the message and we’ll send the partner pack.
My budget is below your starter tier — what should I do?
Honest answer: tell us. If the gap is small (you have £500 against a £699 Launch build), we’ll often agree a slightly reduced scope and meet you there. If the gap is large (you have £50), we’ll point you at the right DIY tools (Carrd, a free Squarespace trial, a Notion site) and tell you what to watch out for. Wasting your money on the wrong tier is not in either of our interests.
Hours, response times,
and what to expect.
The working window is 8 AM to 8 PM UK, Monday to Sunday, including most bank holidays. The only days we are reliably away from the desk are Christmas Day, Boxing Day, New Year’s Day, Good Friday and Easter Monday; outside those, the inbox is watched. Inside the working window, the first reply to a new message lands in roughly 30 minutes during weekdays and roughly 60 minutes at weekends. Outside the working window, your message is the first one read when the desk opens, with a reply usually inside the first hour of the next day.
The webform on this page and the email channel feed the same shared inbox; the form is marginally faster because it pre-fills the tier and project type, which lets the responder triage in one read rather than two. Email is the right channel for longer briefs or anything with attachments. Once a project is confirmed, the conversation moves into a project-specific thread (Slack channel or email thread, your choice) so the day-to-day chatter doesn’t clog the main inbox. We do not run inbound chat widgets on the site because they create a false expectation of instant reply that we cannot honour at 11 PM on a Saturday; the 30-minute SLA on the form is the genuine commitment, not a chat bubble that lights up at midnight with a bot reply.
For genuinely urgent matters during a live project (site is down, payment processor stopped working, security incident), the project channel has a tagged-priority signal that triggers a phone call from the on-call developer within 30 minutes regardless of hour. We have used it three times in 2026 so far — once for a DNS misconfiguration, once for a Stripe webhook outage, once for a CMS update that broke a checkout. All three were resolved inside 90 minutes. The signal is reserved for actual emergencies; routine fixes wait for working hours.
Skip the
chat.
Just brief us.
If you already know what you need, the briefing form takes 10 minutes. We’ll have your site live by 6 PM.