How can I track my order?
Upon shipping your order you will receive an e-mail with your UPS tracking number together with a direct link to the UPS website tracking page so you will have everything you need to know where your order is at all times.
What happens if I don't receive my order?
We do keep a careful eye on all shipments once they leave our London HQ and we work with UPS closely so in the unlikely event of a problem with delivery of your order, we should know about it right away BUT if for any reason you haven't received your order by the confirmed scheduled delivery date and you have not heard from us, please do contact us as soon as possible and we will investigate and let you know the shipments status.
Do I get any guarantee with my purchase?
All our products come with a one year guarantee. If it breaks due to a manufacturing fault we can repair or replace it without charge as set out by our Standard Terms and Conditions and our 365 Guarantee.
What do I do if I purchase a product and it does not meet my expectations?
Please inform us by e-mail within 24 hours of receipt of your order and we will then confirm how to return the item. Provided the product arrives to us in pristine condition, we will then arrange a refund.
How will my refund be processed?
Once we have assessed the item, the refundable amount will be put back on to the credit/debit card/PayPal account that was used to pay for the order online.
Are refunds available for an unwanted gift?
Unfortunately there are no refunds for gifts. However, provided the item was purchased from our website within the last 30 days and found to be in pristine condition when you return it, we will issue a voucher for the full value of the item only to use against another item from our website. Please note all returns must be made by Registered Post or Royal Mail Recorded Delivery Service.
How long does it take to engrave my order?
Normally a maximum of 72 hours. If urgent delivery is required we may be able to reduce this time.
I need my personalised order by next day delivery, is it possible?
Depending on the time of receipt of your order this may just be possible but under normal circumstances the fastest turnaround time would be 48 hours
I want to engrave a logo instead of words, is this possible?
This is normally possible, please send us your logo design or artwork if available and we will confirm or otherwise within 24 hours.
Is there a charge for producing artwork from an image of a logo?
There may be a nominal charge for this depending on the complexity of the logo submitted
Can you produce Monograms?
Yes, we are happy to design your monogram and forward it on to you for your approval before engraving.
What happens if I receive my personalised order and there is a mistake?
If you tick the box requesting a mock-up for your approval and we then make a mistake based on your approval then this would be our responsibility.
If you tick the box stating that “no mock-up is required we rely on your skills” then any error would be your responsibility.
It is not possible to remove an engraving once applied to a product.
Can you engrave emojis and different languages?
Normally we can engrave any emojis.
We can engrave in most languages
If I’m ordering a quantity of engraved items for an event is there a discount available on the engraving charge?
Any discount would depend on the quantity of items being engraved we would quote you accordingly.