HOW LONG DOES DELIVERY TAKE?
Our goal is to process and dispatch all orders within 1-2 business days. We use Royal Mail to dispatch all orders, but it is important to note that Royal Mail cannot guarantee next-day delivery. They aim to deliver first-class parcels within 1-5 business days, but it could take up to 10 working days at the most. You will receive a tracking number with all first-class post, but please note that this does not provide journey tracking information. Royal Mail first-class post will provide proof of delivery by scanning your parcel upon delivery with GPS coordinates. Once your parcel has been dispatched from our warehouse, it is no longer under our control and is in the hands of the courier service. We kindly request that you allow for the maximum delivery time before contacting us. An automated message will be sent to you via email or text once your order has been dispatched.
WHICH ITEMS AM I NOT ABLE TO RETURN?
We regret to inform you that personalized items cannot be returned or refunded. However, if an error has been made on our part, we will take full responsibility and issue a replacement for your item.
I HAVE NOT RECEIVED AN EMAIL CONFIRMATION, WHAT SHOULD I DO?
We send out an email confirmation as soon as an order is placed. However, we advise our customers to check their junk or spam folder, as sometimes these emails can end up there by mistake. Both confirmation and dispatch emails are automated and are usually sent out within minutes of the order being placed. In case you have not received an email, it is likely that the email address or phone number you have entered is incorrect. If you require further assistance, please do not hesitate to contact our wonderful customer care team.
MY ORDER HAS ARRIVED WRONG, WHAT SHOULD I DO?
Our team of skilled makers and engravers are responsible for creating all of our beautiful items, but we acknowledge that human error can occur occasionally. If you come across an error in your order, please reach out to our customer care team with an image of the error as well as a picture of the item. Our team will promptly resolve the issue for you.
WILL MY ORDER BE ADVERTISED ON SOCIAL MEDIA?
We capture images of customer orders at random intervals during our workday. While some of these images may be shared on our social media feed and website, others may not. We retain the rights to all images and quotes that are created by us or submitted by the customer. However, if you have concerns about the privacy of an item, you can contact us via email before placing your order. In such cases, we will refrain from photographing and publishing the item, but please be aware that this needs to be discussed before placing an order.