Delivery & Returns
Every piece is personalised and made for you, so ordering works a little differently to buying something off a shelf. Your order is made, checked and dispatched within 3 working days. Here's what happens after you order, and where you stand on returns. Delivery options and costs are confirmed at checkout.
Delivery Options
| Method | Cost |
|---|---|
UK Delivery Dispatched within 3 working days Your piece is personalised, checked and packed, then dispatched within 3 working days of your order. | Shown at checkout |
Express Delivery Shown at checkout For occasions that are close. Available at checkout where we can make your piece in time. | Shown at checkout |
Gift Wrapping Added to your order Wrapped ready to give, so a gift can go straight to the person it's for. | Shown at checkout |
Highlands, Islands & Northern Ireland Shown at checkout Delivery to remote UK addresses can take a little longer. Your options are confirmed at checkout. | Shown at checkout |
What to Expect
Order Confirmation
You'll receive an email confirming your order and the personalisation exactly as you entered it. Please read it carefully — that wording is what we make.
Made for You
Your piece is personalised with the wording on your order, then checked and packed by hand. Every order is made and dispatched within 3 working days.
On Its Way
We'll email you as soon as your order has been sent, with anything you need to follow it.
Returns Policy
Personalised Pieces
Because a personalised piece is made just for you, it can't be sold to anyone else — and UK law recognises that. Under the Consumer Contracts Regulations 2013, goods made to your specification or clearly personalised are exempt from the usual 14-day right to cancel an online order, so a personalised piece can't be returned or exchanged if you simply change your mind. Please check every name, date and spelling before you order — we make exactly what you have written.
Standard Stocked Items
Items that aren't personalised carry the full 14-day right to cancel under the Consumer Contracts Regulations 2013. Tell us within 14 days of delivery that you'd like to cancel, return the item unused and in its original condition within 14 days of telling us, and we'll refund you within 14 days of receiving it back. Email us first and we'll confirm the returns address before you post anything back.
If Something Isn't Right
If your order arrives faulty or damaged, or isn't what you ordered — including a personalisation that doesn't match your order — the Consumer Rights Act 2015 protects you in full, personalised or not: you're entitled to a repair, a replacement or a refund. Email us with your order number and a photograph and we'll put it right. Your legal rights are unaffected by anything on this page.
Have a Question?
We're here to help with anything about your order, your delivery or a return.