Shipping Information
We use Royal Mail to dispatch our products. Currently, the only service is 1st-class Tracked and Signed-for. The products we sell have high value and it is important for both our and your records to have proof of delivery and receipt.
We sell only to customers resident in the United Kingdom of Great Britain and Northern Ireland. We do not sell, or ship goods to people who are not UK residents.
Returns Policy
You have a legal right to cancel your order, subject to the provisions of The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations (2013).
We draw your attention to PART 3, Paragraph 28 (1) (b) of these regulations in which it states:
Limits of application: circumstances excluding cancellation
28. (1) This Part does not apply as regards the following—
(b) the supply of goods that are made to the consumer’s specifications or are clearly personalised;
If/When you order any goods from us that are NOT personalised, or made-to-order, your right to cancel the order for those goods remains.
This will apply even if the WHOLE OR PART of your order comprises goods that are NOT personalised.
We will also accept cancellations where personalisation of the goods had not entered production. So it is important to contact us as soon as possible if you have ordered personalised goods, and then wish to cancel the order before you receive anything. If we have not begun to personalise any goods, you will be entitled to cancel the order. It is important that you contact us as soon as you can - either by phone, email, or calling at our office in person.
We appreciate that it is somtimes necessary to cancel an order - even when the goods have been personalised, and we will use our discretion in these cases. But it is important to note that in the case of bespoke goods, we are not legally obliged to cancel orders for such goods, if they have already been made.
Return of Defective goods
Where a product is defective or contains errors, the product may be returned to us for closer inspection to verify or confirm the defect or error. Where such error or defect exits, the customer will be offered a full refund, including the original shipping cost.
Exchanges
We are unable to exchange products that have been personalised to meet a specific customer's requirements. This will include most items that have been shaped, cut, machined, engraved or carved to represent a personal characteristic requested by that customer. Where an item does not contain absolutely unique personalised characteristics, and can be put back into stock, we will consider an exchange for another product. If the customer does not agree with our suggested exchange, or if we cannot meet the required changes, we will then offer the customer a full refund.
Returns Procedure
While it will be appreciated if a product is returned to us in its original boxing/packaging, this is not a mandatory requirement. We ask that items be securely and safely packaged and returned via registered or recorded mail, so there is an audit trail of the delivery and receipt. Returns are to our physical address listed on the CONTACT US page. Customers may telephone or email us to discuss all return and refund issues.