Personalized gifts

A name, a date or a message makes your gift personal. Once an item made to your specifications has entered production, we generally cannot accept a return or exchange simply because you change your mind.

This restriction does not apply to remedies for an item that is faulty, damaged, incorrectly personalized by us or materially different from its description. Any cancellation rights required by applicable law remain available.

Changes & cancellations

If you spot a mistake or need to cancel, use Order Support as soon as possible. Include your order number and the exact change you need.

We will check whether preparation or engraving has started. A request changes your order only when we confirm it; we cannot promise that a change will still be possible once production is underway.

Damage, faults & engraving errors

If your gift arrives damaged, has a fault or carries different wording from the details you submitted, contact us promptly.

1. Include your order number and describe what is wrong.
2. Keep clear photos of the item, engraving and packaging in case they are needed for the review.
3. Keep the item until we explain whether a return is necessary.

For a confirmed problem caused by us or a defective item, we will provide the remedy required by applicable law, which may include a repair, replacement or refund. Reporting promptly helps us investigate; it does not shorten your legal rights.

Checking your personal details

Please check names, spelling, capitalization, dates and the delivery address before ordering. If the engraving accurately matches the wording you submitted, an error in that wording is generally not a production fault. Contact us so we can check the available options and explain any cost before you decide.

Natural materials may have small variations in grain or colour, where relevant to the item. This does not excuse a faulty product or a material difference from its description.

Return instructions

Contact us for return instructions before sending an item back. We will explain the correct return address and any necessary packaging. A parcel’s sender address may not be the return address.

Where a return is required for a confirmed fault or our error, we will arrange or cover reasonable return costs as required by applicable law.

Refund processing

If a refund is due, we will confirm the amount and processing details with you. Refunds normally go back through the original payment method, where that method supports them. Any alternative will be agreed with you.

We will issue the refund without unnecessary delay and within any deadline required by applicable law. The time before it appears in your account depends on the payment provider or bank.

Your rights & getting help

Mandatory consumer rights take priority if they differ from this policy. A restriction on change-of-mind returns for personalized goods does not remove your rights when something is faulty or incorrectly supplied.

For help with your gift, visit our FAQs or use Order Support.