Wooden and Engraved Products
Wood is a natural material so each piece is wonderfully unique in its own way. Knots and markings occur naturally and do add to the charm of the product. Additionally, when it is being engraved, each wooden piece can reveal either a darker or lighter engraving depending on the grain. Please note that this is a natural feature and not a fault.
Refunds and Returns
We naturally want you and your customers to be delighted with the item they receive. In the event that a customer is not satisfied, we can accept a return for personalised products if the item is faulty. Where this is the case we will send out a replacement or offer a refund for this order, including delivery. We regret that we cannot offer returns on unwanted items that have been personalised. This is in line with Long Distance Selling Regulations governing the sale of personalised products and you should include this as part of your terms and conditions.
We hate them just as much as you do, but if you do receive a dreaded cancellation from your customer please let us know via email as soon as possible. Please note, orders that have been personalised cannot be cancelled once they have entered the production process.
Change to Personalisation
Misspelling? Change of mind? Forgotten that important bit of punctuation? If a customer has contacted you with any change of personalisation please contact us via email as soon as possible with the change. Please note, orders that have been personalised cannot be changed once they have entered the production process.
Change of Address
We’ve all been there, ordered in a hurry and put your mum’s postcode down instead of your own (doh!). If you have put down the wrong postcode or needs to change the address completely, no worries contact us via email as soon as possible. Please note, if orders have been printed we will not be able to change the address.
Upgrading to Express
Picked the wrong delivery option when ordering? Or you have suddenly realised the wedding was this weekend, not the following? No dramas, contact us via email as soon as possible and as long as the order hasn’t left us we can upgrade the delivery for you.
If you have any questions about our returns or cancellations policy, please do contact us by emailing firstname.lastname@example.org