Gifts made just for you

Personalized items are made to your chosen specifications. Where permitted by applicable law, we do not accept change-of-mind returns or exchanges for items engraved or customized specifically for you.

This does not affect your rights if an item is faulty, damaged, incorrectly personalized by us or otherwise not as described. Any mandatory cancellation, return or warranty rights in your location take priority over this policy.

Cancellations & engraving changes

Check names, dates, spelling, capitalization and delivery details carefully before ordering. If you notice an error, contact our customer care team as soon as possible.

We will check whether your order can still be changed or cancelled. Once personalization or production has started, a change or cancellation may no longer be possible. A request is only confirmed when we have checked the order and replied.

Damaged, faulty or incorrect items

If something is wrong, contact our customer care team promptly with your order number, a description of the issue and clear photos of the item and packaging where available. Photos help us investigate; they do not replace or limit your statutory rights.

If we made a personalization error, sent the wrong item, or supplied a faulty or damaged product, we will arrange an appropriate remedy, which may include replacement, repair or refund as required by applicable law.

Personalization supplied by you

If an item matches the personalization you submitted but those details contain a mistake, a free replacement may not be available. Contact us so we can discuss the options. If we did not follow your submitted instructions, we will treat this as an error on our side.

Natural variations in grain, texture or engraving appearance may occur where described in the product listing. This does not excuse a defect or a material difference from the description.

How returns are arranged

Please contact us before sending an item back so we can provide the correct return instructions. Do not use a parcel’s sender address as a return address unless we have confirmed it.

Where a return is required because of a defect, our error or another situation covered by applicable law, we will explain the return arrangements and any costs we are responsible for. For other approved returns, any customer-paid costs will be explained before you send the item.

Receiving your refund

When a refund is due, we will confirm the amount and next steps. Refunds will be made to the original payment method unless another lawful arrangement is agreed with you, and within the time required by applicable law. Your payment provider may need additional time to show the funds.

If a confirmed refund has not appeared, check your payment account and contact us with your order number. Please do not send full payment card details by email.

Your consumer rights

Nothing in this policy removes rights you have under applicable consumer law. For non-personalized items, any mandatory cooling-off or cancellation rights remain available. Contact us for the process applicable to your order and location.