About Our Goods & Services
Placing an Order
Placing an order couldn’t be easier…
- select your item
Simply click on the item you’d like to purchase from our collection.
- choose your colour
Although we’ve made every effort to display colours accurately, as with most goods ordered online, we can’t guarantee that the shade displayed will accurately reflect the exact colour of your item.
Colours for each of our products may vary from time to time and are subject to availability.
- add your initials
We think personalising our collection is what makes our products so special.
To personalise your item, simply choose up to a maximum of 4 upper-case characters (letters or numbers), with or without dots in between, and we will emboss your item for you, in your choice of either gold, silver, rose gold, pink, grey or debossed lettering.
Please remember to review your personalised request very carefully before placing your order as unfortunately we can only offer exchanges or refunds on personalised items which are faulty.
Of course if you’d rather not personalise your item, that’s totally fine too!
Please note - the position and finish of our embossing may vary slightly from item to item. This is because all of our products are beautifully and uniquely embossed by hand so, whilst our personalisation team will do their best, please don’t expect the finish to resemble that of a machine-embossed product.
- submit your order
To place your order click ‘Add To Cart’ and follow the instructions through to shipping and payment.
Once you’ve completed your order, we will send you an email acknowledging receipt and confirming your unique order reference number and summary of your purchase.
Prices and Payment
All prices quoted are in British Pounds.
We accept all major credit and debit cards (including American Express) and also payment via PayPal.
Delivery
For personalised orders, please allow 3 additional working days for your item to be beautifully embossed by hand. We will send you an email as soon as your item is ready.
Your item will be sent to you by Royal Mail 48 Hour Tracked Delivery.
For international orders, please allow additional time for delivery. As this will vary from country to country, anticipated delivery times will be notified on an order-by-order basis.
Returns Policy
Please note – as the majority of our products are personalised, this Returns Policy (below) will apply instead of the Shopify Inc. ‘Refund Policy’ which appears (as a link) at the bottom of the screen when you place your order.
Personalised Items
Unfortunately, as these have been specifically tailored just for you, we are unable to offer exchanges or refunds on personalised items unless they are faulty.
Non-personalised Items
If, within 15 days of delivery, you’ve changed your mind about your non-personalised (i.e. non-embossed) item, please just send us an email to let us know, quoting your unique order reference number, and return your item to us by recorded delivery. We will be happy to refund the full amount of your item within 15 days of our receiving the returned item from you. Please note we do not cover the return postage.
Faulty Items
If the item you have purchased is faulty then please send us an email within 30 days of receiving your item, together with photos and a brief description of the fault, and we will be happy to offer you an exchange.
We still allow 7-9 working days for replacements to be embossed by hand.
Please note that, due to the nature of the materials used for our products, the finish (including the stitching) may vary from item to item.
Undelivered Items
Should you not receive your item we are unable to send a replacement until 18 days after the dispatch date. Royal Mail will return all undelivered or uncollected products to us after 18 days from the 1st delivery attempt.
We still allow 7-9 working days for replacements to be embossed by hand.
Pre-Order Items
On the odd occasion that an item is marked ‘Pre-Order’, please allow additional time for your item to arrive - whilst we will do our best to get your order to you as quickly as possible, it may not be ready until the date shown.
Orders for a special occasion
If you need your order for a special occasion, send us an email along with your order and we will do our best to arrange for your item to reach you by the date specified – no promises but we would hate for a special occasion to be missed!
If we are unable to accept your order
In the event that we are unable to accept your order, we will email you and offer you a refund or the option of choosing the same item in a different colour or, alternatively, a different item to the same value. This might be because the product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, or because we have identified an error in the price or description of the item.
How we will use your personal information
Shopify Inc. provides us with the online platform that enables us to sell our products to you. Please click on the ‘Privacy Policy’ link (which should appear to the bottom left of the screen when inserting your details as part of placing your order) to find out how we and Shopify Inc. will use your personal information.
Other Terms & Conditions
Due to the surface of our products, small breaks may appear in the foil stamping.
Special requirements should be discussed with our Customer Service Team prior to placing an order.
Please make sure you check all spelling, grammar and punctuation as we cannot accept returns of products that have been personalised.
The terms and conditions contained within the Shopify Inc. ‘Refund Policy’ and ‘Terms of Service’ links (which can be found at the bottom of the screen when placing your order) will only apply where they do not conflict with the terms set out above – where they do conflict with the terms set out above, the terms set out above will prevail.
Governing Law
These terms are governed by English law.