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Frequently Asked Questions

Orders and Delivery

  • How much does delivery cost?

    Delivery costs vary according to weight and country. All delivery options are tracked. Please note that delivery times exclude production times of 4 to 9 working days.

    That means, if you are ordering from the UK, it can take anything from 5 to 14 working days for your order to arrive.

    Countries Delivery Fee Delivery Times (excluding production times of 4 to 7 working days)
    United Kingdom Free 1 to 5 working days
    EU: Germany France, Monaco, Channel Islands, Ireland, Belgium, Luxembourg, The Netherlands Starts at £6.60 for the smallest item.

    Capped at £13.

    Free shipping over £400.

    7 to 10 working days
    EU: Denmark, Corsica, Italy, Spain, Portugal, Sweden, Austria, Czech Republic, Finland, Hungary, Norway, Poland, San Marino, Slovakia, Slovenia, Switzerland Starts at £6.60 for the smallest item.

    Capped at £13.

    Free shipping over £400.

    7 to 10 working days
    Australia, New Zealand, China, Japan, Singapore, Taiwan, Hong Kong, Brunei Starts at £6.60 for the smallest item. 7 to 14 working days
  • If I order today, when will I receive my order?

    Production for small quantities typically takes 4 to 7 working days. Shipping throughout the UK takes about 2 to 5 business days.

    90% of our orders are delivered within 10 days from ordering.

    Larger quantities can take up to 3 weeks to produce but we can always accelerate if we need to! Just let us know.

    During peak periods like Christmas and Fathers Day, we recommend you order at least two weeks in advance.

    For international orders outside the UK, please order 3 weeks in advance to take into account the longer shipping times or potential customs delays.

  • Can I request for faster service?

    If we can do it, we most certainly will! Expedited production and shipping are arranged on a case by case basis. Please contact us before ordering to make arrangements.

  • What are my delivery options?

    For UK orders, we ship from our base in Scotland. Delivery for UK orders will be fulfilled either by Hermes (2-5 working days), Royal Mail 24 (1-2 working days) or Royal Mail 48 (2-3 working days).

    International shipments will be shipped using Royal Mail, Parcelforce or DHL, and will usually take 10 to 14 working days.

  • Where can I find my tracking number?

    Log into your account, search the order number and you will find tracking. Go to “My Account,” request a password change, check the email used at checkout and then simply follow the prompts to access your account.

  • Can I change my order or engraving instructions?

    Please contact us as soon as possible if you need to tell us about a change. We will be happy to make any changes as long as we have not started production. Please bear in mind we often start production as early as one day after your order is in.

    If your modification involves artwork change, i.e. change in initials, monograms, logos and so on, or product specification changes such as dimensions, materials, and colours, then change is not always possible and/or a change fee may apply. The sooner you let us know the better!

    Contact us by replying to your order email is the easiest way.

  • I want to use my own artwork or company logo. How do I do this?

    Generally we offer design support for retail orders for free. You can upload artwork during the checkout process. Please note that if the request is difficult or involves lots of labour we may ask for a small charge.

    A vector file (SVG, PSD or CDR) is ideal with curves and no built in fonts. However if you only have a JPEG, PNG or PDF, we can usually work with that. Remember that for some customisation technologies like engraving, there is no colour so make sure the same artwork looks good in black and white!

  • Do you send proofs?

    Usually for simple designs, this is not needed. However we will send proofs on request, and always for larger orders.

  • My tracking number reads ``Delivered`` but I haven’t received the order.

    Mail couriers often leave parcels outside with building management or with a neighbour, especially during busy holiday seasons. We advise you to first check these places. If the order appears lost or is returned to us, please contact us for assistance.

  • How do I cancel my order?

    Once we have your order and the design has been confirmed, we can start production as early as one day from the day the order was made. If you wish to cancel or make any changes, we are happy to do this as long as your order has not been made.

  • I am outside the UK, are there any duties and taxes?

    International orders may be subject to custom or import duties, additional tariffs and tax charges once they reach their destination country outside of the UK. These charges are usually automatically payable by the customer upon delivery.

  • My order arrived damaged. What can I do?

    Sorry to hear that! We will help make this right. Please get in touch with us and let us know what has happened.

  • I received my order and I no longer need it or it does not meet my expectations. Can I return it for a full refund?

    We offer 30 day refunds for non-personalised orders. Please reply to your order email send us details including photos if possible and we will send you a shipping label.  For personalised orders there is no automatic return process as the order has been customised but we will try our best to make amends.

Didn’t find the answer?

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