Orders and Returns
Personalised products and previews
For any of our personalised products, you will be asked to type out the information you would like to have engraved. We will engrave exactly what you decide so please make sure to avoid typos or misspellings to avoid disappointment.
For some of our products such as our “Bespoke Wall Signs”, we will send you a preview of your product via Email prior to manufacturing it. Please check your Inbox folders including the Spam folder to ensure you do not miss the email. We will only start manufacture once you approve the preview.
Your order is considered accepted once we receive your approval of the preview. Please examine the preview carefully as once it is approved, you will not be able to make changes. We have no issue adjusting designs at the preview stage so please do not hesitate to ask us.
Our lead time will vary depending on the volume of orders experienced. Usually, we will ship your order within 5-7 working days (from the date you ordered/approved a preview). Occasionally however, it may take 7-10 working days, especially for painted products.
All our payments are accepted through Shopify or PayPal. Please see further info on terms of service below if required:
Postage and Packaging
Our prices include packaging costs. Eco-friendly giftwrapping is optional for some products but not all. Postage costs are calculated at the checkout stage.
We will send you a “Shipping Confirmation” email once your product has been dispatched. Please check all of your email inbox folders in case our message is sent to your Spam folder.
The product should arrive within 3-5 working days from the date that that you receive the shipping confirmation.
Returns, Cancellations and Refunds
When we ship a product, we do so in good faith. We cannot accept returns or issue refunds on personalised products unless we consider the product to be faulty or if it is damaged when it arrives to you.
You must contact us within 24 hours of receipt of the item to tell us that it is damaged or faulty. Otherwise, you will not be eligible for a return/refund. Please contact firstname.lastname@example.org in such a circumstance. We have absolutely no problem replacing faulty or damaged products and will always do so as quickly as possible.
Once we receive the returned product, the refund process will take place. Please allow up to 14 days from the date that the return is received by us for the refund to be processed.
This returns policy does not affect your statutory rights.
Orders that fail to arrive:
Orders that fail to arrive at their destination after 14 business days from the date of dispatch will be treated as lost and will be redone or refunded providing that the postage address provided by you was correct.
Pleas ensure that your postage address and contact details including postal code are correct when ordering.
Please contact us at email@example.com with any queries you may have.