FAQ
Ordering & Personalisation
Can I include emojis on my personalisation?
Unfortunately, we’re unable to include emojis in our engravings.
Our designs are engraved using specific fonts and formatting, so emojis and special symbols will not engrave clearly or consistently.
Can I see a preview before it’s made?
At the moment, we don’t provide previews — but each order is carefully created to match your personalisation exactly as submitted.
Can I request specific wording or formatting?
All wording will be engraved exactly as entered when ordering. If you have a specific request for a change to the design, feel free message us before ordering.
My personalisation doesn’t fit in the character limit, what can I do?
If you’re finding it difficult to fit everything in, feel free to contact us and we’ll be happy to help.
We’ll always do our best to make it work while keeping your keepsake looking its best.
What if I make a mistake in my personalisation?
If you notice a mistake after placing your order, please contact us within 24 hours.
We will always do our best to accommodate changes. However, once your item has been made, we may longer be able to make any changes.
Delivery & Returns
Do you ship outside the UK?
We currently only ship within the UK (excluding Northern Ireland), but we hope to expand in the future.
How long does delivery take?
As each gift is made to order, dispatch takes 2–5 working days.
Items are sent via Royal Mail, you can choose from a range of postage options at checkout, depending on how quickly you need it.
During busy gifting periods, dispatch times may vary — please check the banner at the top of our website for the most up-to-date information
How much does delivery cost?
Orders are sent using Royal Mail, you can choose between the following services at checkout.
2nd Class - £1.95
Standard dispatch + 2-3 days for delivery (This is an untracked service)
1st Class - £2.55
Standard dispatch + 1-2 days for delivery (This is an untracked service)
Tracked 24 - £4.45
Standard dispatch + 1 day for delivery (Fully tracked service)
My order is late, what should I do?
You’ll receive an email once your order has been dispatched.
If you chose a tracked service, you can follow your delivery using the tracking link in your email.
Sometimes there can be slight delays with Royal Mail, so we suggest allowing a few extra days just in case.
If you’re still concerned, feel free to contact us — we’re always happy to help.
What if my order doesn’t arrive?
If your order hasn’t arrived, we recommend allowing a little extra time as postal delays can sometimes happen.
If it still hasn’t arrived and you think it may be lost in the post, please get in touch with us — we’ll be happy to help and make it right.
Can I return an item?
As each item is personalised, we’re unable to accept returns unless there is a fault.
Can I cancel my order?
Orders can only be cancelled if production hasn’t started — please get in touch within 24 hours of placing your order.
Other
Where are you based?
We’re a small family-run business based in Sussex.
Are your products handmade?
Yes — each item is made to order with care.
We use laser cutting and engraving for precision, then finish and assemble everything by hand.
This allows us to create something that feels both beautifully made and truly personal.
Still have a question?
We’re always happy to help — just send us a message below.