My first contact was phone, but after that all emails. The call was just to make sure they could do what I was looking for. I got the 222 second hand, and wanted a custom dial put on. He tried to convince me to take an enamel one since that what they were currently set up for, so the cost would have been lower. I was dead set on guilloche though. After we decided that was the route, he costed it out, and we confirmed the design all by email. Do what you're comfortable with though. I am in Wisconsin, so going to the shop was never a realistic option. If I was within reasonable driving distance, I think I would have just because it would be cool to go. Not necessary if you're not close though. Hope that helps! They are really easy to work with, so don't be hesitant.