Can I get a product sent out without personalisation?
This depends on the product. Most of our products are unique and therefore require personalisation. We also sell some non-personalised products. The individual product descriptions will tell you what's what.
Can I make any changes to the personalisation once I have checked out?
Sadly not. We run an automated process that sends the information directly to our manufacturing system. But don't worry, you'll get the chance to review your personalisation details before you complete your checkout. Please check carefully!
What is your returns policy?
Engraved goods are bespoke and in most circumstances, we are unable to accept returns. However, we are always willing to take each case on its own merits, so please contact us if you wish to return an item. Any faulty goods carry the standard manufacturer's warranty and can be returned. Please notify us of any faults within 7 days to receive a replacement or full refund. All goods sent out are photographed to guarantee quality and any deliberate tampering or damage to an item will not be met with a refund.
How long will it take to have my goods delivered?
We aim to dispatch all personalised goods within 3-4 working days.
I have received a broken item
All of our products are securely packaged before being dispatched from the workshop. However, on the rare occasion items can be damaged whilst in transit. Should you have received a broken item please do contact us as soon as possible.
We will require a photo to be emailed over to us so that we can take up an insurance claim with Royal Mail. A replacement will be re-sent once we have looked into the claim and gone through the necessary procedure with Royal Mail. Should your order be urgent we will do everything we can to speed this process up.
Do we ship internationally?
At this moment we only ship within the U.K
I don’t want to write my message in English, can I write it in another language? And can I use special characters, too?
We’re hoping to offer special characters and symbols (such as accents on letters) in the future, however this isn’t something our system can support at the moment.
We suggest using English language for your personalisation as the characters can definitely be printed and engraved on to our gifts.
Can you gift wrap the product for me? And include a gift message?
Most of our orders are sent with a delivery note, which you’ll find inside your parcel, however it’s not a gift message. The delivery note is printed with the contents of the parcel, the recipient’s name, and the sender’s name. There aren’t any prices on the delivery note.
As some of our gifts are sent from locations other than our main warehouse, we can’t guarantee that every parcel will have a delivery note inside.
Unfortunately, we don’t offer a gift wrapping service
