Please read carefully as once a purchase is made, it is deemed that you have read and agreed with the information detailed below:
Purchasing and payment:
As the majority of items are made to order, the normal turnaround time is up to 5 working days for generic items and 15 working days for personalised orders, plus delivery, to allow time for me to complete and dispatch orders from receipt of payment. Although I always endeavour to get orders out as soon as possible, there may be occasions when they could take slightly longer (up to 10 working days for generic items and 20 for personalised/custom) if I'm especially busy so please factor this into account when ordering. If you have a specific deadline to work to and need an item quicker, please get in touch prior to ordering as I can usually accommodate a limited number of priority orders. Please note, due to the number of non-collections in the past, personalised and custom orders won't be confirmed/started until payment has been received / cleared and non-personalised items won't be posted before payment.
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Personalised orders being collected also require payment in full prior to being made with the exception of solid wood framed dropboxes where I'm happy to accept a 25% deposit with the balance payable on collection. Generic (non-personalised) items can be paid for on collection if preferred.
Personalisation, design proofs and amendments after order placement:
Please check all personalisation details carefully for mistakes before sending them through as once an item has been made, any changes will result in a replacement charge of up to 100% of the original item cost (plus p&p where applicable) depending on how much, if any, of the original item can be reused. If, after placing an order, you realise that a mistake has been made please contact us as soon as possible and, providing the item has not already been started I can amend the order or, if needed, cancel and refund the original order so that the correct one can be placed. If the mistake is mine then I will send a replacement free of charge, or a full refund if for any reason this is not possible.
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Orders are deemed as accepted once work has been started for personalised or custom items or when unpersonalised items have been packed ready for shipping. I reserve the right to cancel any order placed prior to this if requested by the customer (prior to work being started on personalised items or unpersonalised items prior to being posted) or, although extremely rare, where errors relating to product descriptions, pricing, promotions, offers, shipping costs, glitches or availability have occurred, or due to supplier issues / recalls. If any such instance occurs, I reserve the right to correct information on the website and, in the case of cancelled or amended orders, will contact you to let you know if contact details have been left, and to offer alternative options if possible.
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Design proofs are no longer sent as standard due to the number of people not replying as this then delays orders however I'm still happy to send design proofs prior to completion if required, just let me know by leaving a note on your order. Please note that this may delay your order depending on how long I'm waiting for your reply.
Delivery (and damages)
I generally use Royal Mail and Collect+/Yodel for smaller items and Parcelforce or UPS for larger / heavier items, though we may use other couriers from time to time.
Please note that we only ship to the address provided on the order details / Paypal so please check that these details are up to date.
If the couriers have attempted a delivery and no-one was in, they will either attempt a redelivery or keep the item at their depot for 2-4 weeks (depending on the courier). Most of the time they will not attempt to redeliver automatically so you will need to arrange to collect or have it redelivered using the instructions left on their card. If you encounter any issues please let me know so we can help. Items that are not collected in this time frame will normally be returned to me. If this happens, I will normally require redelivery costs to be paid in order to rebook and send the item(s) out again. If a generic item is returned, we will refund the full cost of the item less p&p costs as we cannot claim these back from the couriers.
Returns & refunds
Whilst we hope that you will be happy with your items, should you wish to return an item please read the following information.
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Change of mind (unpersonalised items): if you change your mind, please contact us to let me know that you wish to return an item prior to sending it, and return it in its original condition within 28 days from the date of purchase. Items should be returned using a service that records proof of delivery (eg. Royal Mail signed for) and the buyer is responsible for return postage costs. Refunds will be issued once the item(s) are returned. If an item is being returned that's not in its original condition we will offer a partial refund for the useable parts.
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Damaged / faulty items: We pack all our items carefully however should an item arrive damaged, please contact us within 48 hours of delivery so that we can organise a replacement and put in a claim with the courier. If it is not possible to send a replacement, eg an item is out of stock, then a refund will be issued. We will usually need photographic evidence of the damage to the item and packaging for the courier and possibly the original item returning so that we / our suppliers can inspect it - if this is requested, a return postage label will be emailed to you and the replacement / refund will be issued after receipt of the item back by us / our suppliers unless the damage / fault has been caused by incorrect use or handling. Please note that if an unpersonalised item is returned as faulty and turns out not to be, we will offer a refund less the return postage cost.
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Personalised items: as personalised and custom items are made to order, they are non-returnable / refundable. However, if they arrive damaged or there is an error on our part please let us know within 48 hours and we will arrange for a replacement to be sent. If for any reason we are unable to offer a replacement in time, we will offer a full refund including P&P costs.
Can I supply my own items for printing or engraving?
Yes, you are more than welcome to supply your own however please be aware that there is always a possibility that they may not turn out as expected, particularly in the case of natural materials/real woods as the natural properties can vary from piece to piece which will affect engraving intensity and depth / printing intensity and how much grain pattern shows. Occasionally unfortunately sometimes something can go wrong eg. power cut, equipment malfunction, unforeseen issue with a new material etc, although it hasn't happened yet, it is always a possibility when relying on technology and by supplying your own items, especially if you're unable to provide a test piece/spare, you are accepting this risk and won't hold us liable for replacement/recompense, although I will always help come up with a solution wherever possible should something happen. By providing your own item(s) it is also assumed that you have checked and are happy with that items quality so I will go ahead with the order using these unless I see an issue that will hinder the engraving/printing. If you are unsure about anything please get in touch as I'm always happy to have a look at the materials to assess whether or not they would be suitable and offer advice if wanted. Many thanks
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I haven't received my order
As a general rule, unpersonalised items are posted within 5 working days and personalised within 10-15 working days however please check the estimated dispatch/delivery dates shown on your order receipt email as this will give you an idea of when it should arrive by.
If your expected delivery date has passed please get in touch. On the rare occasion an item doesn't turn up as expected, I will investigate/open a claim with the courier as required however please note that many couriers do not class an item as lost until a period of time has passed after the expected delivery date (eg Royal Mail state 14 days and will not investigate until after this time) so please be aware that I may sometimes require you to wait for the outcome before issuing refunds/replacements especially in peak times when delays can be normal.
The personalisation is wrong on my order, what can I do?
If the wrong information was supplied unfortunately once an item has been made there is usually very little I can do as engraving / printing is permanent however if I have made a mistake please let me know within 7 days so that I can arrange for a replacement to be made and sent out for you asap. If you realise you have made a mistake in the details supplied when ordering please contact me asap as if an item has not already been made I can amend the order.
If I require the original item returning I will either send a pre-paid postage label through for you to print or you can arrange your own return if preferred and I'll refund what the postage would have cost me. If I don't require the item back you may keep/dispose of it as you wish.
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An item arrived late, can I return it?
If the item is unpersonalised / not a custom order just let me know that you wish to return it and a refund will be issued upon receipt of the item in it's original condition.
If the item was personalised and posted within the timescales shown when ordering then unless a guaranteed delivery service upgrade was paid for unfortunately it can't be returned for a refund as although the majority of items sent on standard services are delivered on time or earlier than expected, once an item has left me it I have no control over how long the delivery takes or any delays in transit. If you need an item urgently I will always do my best to get it to you on time, but also recommend ordering well in advance of when it's needed, especially in peak times, and recommend using a guaranteed delivery service rather than a regular service.
How do I return an item?
If you are returning a standard (unpersonalised/non-custom) item, please get in touch to let me know to expect it back. You can choose the postage service used however it is recommended that it includes tracking. Refunds will be issued once the item is received back in it's original condition.
If I have requested a personalised or custom item back due to an error / damage I will send a pre-paid return postage label through for you, normally using the same service the item was sent out on. You can arrange your own return instead if preferred, just let me know the tracking details and replacements / refunds will be issued upon receipt of the item. Return postage for what it would have cost me will also be re-imbursed.
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Gift vouchers
Gift vouchers are redeemable against any purchase from either the website/Facebook or Etsy but can only be used once by the person they have been given to unless otherwise stated. Unfortunately, gift vouchers are not interchangeable so those issued from my website are not redeemable on Etsy and vice versa.
Can I supply my own items for printing/engraving?
You're welcome to supply your own items as long as they're suitable for engraving / printing (please note that normal plywood, vinyl records etc are unsuitable for laser cutting or engraving due to the fumes). Most solid woods, mirrors and slate are ok for engraving, though finished results can vary from one to another and most wood, glass, acrylic and slate are ok for printing as well as some metals however again the end result can vary depending on the material especially if having photos/images. Drop-off in person is preferred so that I can see the item before it is left to assess/discuss suitability but they can be posted if preferred. If you are supplying your own item(s) it is assumed that you have checked and are happy with the quality and for me to proceed with using it. Ideally I will also need a sample piece of the same material to test feasability and settings, especially if it is something different to what I have done before. If this isn't possible it's not normally a problem however please be aware that I can not guarantee what the finished print/engraving will look like and, although very rare, it's also possible that something may go wrong as occasionally the printer or laser can encounter a problem / break down or the item itself may adversely react either to the heat of the laser or the ink used in the printer so by providing you're own items you are confirming that you are happy to accept this and will not hold us liable for replacement or recompense however, although this hasn't happened yet, should it do so I will always do whatever I can to rectify the issue wherever possible.
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I would like a custom design, is that possible?
Of course! I'm always happy to do custom designs, please get in touch to discuss your ideas/requirements.
If you already have your own design, logo etc in a suitable format I can include those and I can use any commercially available font if you'd like to match existing signage though please note that if I need to purchase fonts this cost will normally be passed on, though I can usually offer suggestions for similar fonts I already have / can get free if preferred.
Please note that I am unable to do anything that would infringe copyright/trademark/IP etc including, but not limited to, Disney/film images, most song lyrics, famous company/football logos etc unless express permission/license has been sought and granted to allow their use.
Do you supply trade / wholesale?
Yes this is always possible, please get in touch to discuss your requirements. I am also happy to create designs specific to you. Discounts are based on the quantities required, and in order to be able to offer the lowest price possible, payment is usually requested via bank however PayPal is always available but will work out slightly more expensive due to their fees.