top of page

Terms & Conditions

1. Any order made by any medium is subject to these terms & conditions.

2. We offer a range of personalised products which we create in-house, these products are exempt from our returns and refund policies (see below).

3. Custom order approval process
If you have received a digital proof of a custom order, it is your responsibility to check this thoroughly before approving the artwork. Any errors (eg spelling mistakes) cannot be corrected once the order has been approved.

4. Fulfilment
Once you have placed your order, you should receive an email from us acknowledging that we have received your order (this can occasionally go to your junk/spam folder, but please contact us if you do not receive this email). Please note, this does not mean that your order has been accepted. All orders are subject to availability and acceptance by us. After you submit your order, we immediately contact your bank or card issuer for authorisation to take payment from your account. We will not process your order until payment has been received in full. As soon as you place your order, we start to process it, which means we may not be able to change it before delivery. Please contact us immediately if you spot any errors (eg your house number is incorrect). Once your order is ready to dispatch, you will receive a further email confirming it is on its way.

5. Delivery
We ship all our products using either Royal Mail or DHL. The expected time between dispatch and delivery is 3-5 days, though this may take longer. If more than 7 days have passed since you received your dispatch email, please contact us.

6. Limitations on returns/refunds on customised products
There are no returns/refunds available for customised products. All work is guaranteed for 12 months and will be replaced if the item becomes faulty. This does not include wear and tear. Metal and some textile products may come with slight imperfections as the materials used are natural. Colours may change with use as the metal/material ages and patinas. If you wish to discuss any products you have purchased, in the first instance please contact us.

7. Returns/refund policy
You have 30 days following your purchase to seek a return/refund (please note the limitation above re customised products). If 30 days have passed since your purchase, we cannot offer you a refund or return. To be eligible for a return, your item must be a stock item that is unused, and remains in the same condition you received it. Items must also be returned with their original packaging where applicable. To discuss a return/refund, please contact us with your order number and the reason you wish to make a return/request a refund. Please do not send items back before contacting us. Once your return is received, we will send you an email to confirm/reject your request. If confirmed, your refund will be processed and a credit will be sent to your method of payment. You will be responsible for paying postage costs for returning an item. Postage costs are non-refundable. If you are sending high value items, please consider using a trackable service and/or buying insurance.

8. Order cancellations
Please contact us immediately if you wish to cancel an order. Depending where we are in the fulfilment process, we may be able to fulfil your request, though this is not always possible and any cancellation requests will be processed at our discretion.

bottom of page