Before you order anything personalised
A personalised item is made once, for you, and cannot be resold. Because of that it cannot be returned or refunded simply because you have changed your mind. Please take a moment to check everything before you order.
- We make the item exactly as you enter it. Check the spelling, capital letters, dates and punctuation of any name or wording you give us. We do not correct or change what you send.
- If you supply a photograph or design, you are confirming that it is yours to use or that you have permission to use it, and that everyone shown in it would be happy for it to be used.
- We may decline to make anything we consider unlawful, offensive or an infringement of someone else's rights, and will refund you in full if we do.
- Colours on a screen are not exact. The finished item may differ slightly in shade from the picture on the website.
If we make a mistake, such as a misspelling of wording you entered correctly, we will remake the item or refund you. If the item is faulty, your legal rights are not affected by the fact that it was personalised.
Engraved crystals
A crystal is engraved inside the glass from a photograph you send us. You send the photograph after you have paid, not before.
- Place your order and pay in the usual way.
- We email you a link and a QR code. You can come back to it whenever you are ready; it does not expire after one use.
- Enter your order number and the email address you ordered with, and upload your photograph.
- We show you a preview. Check it carefully and approve it.
- We engrave your crystal and post it, normally within 3 to 5 working days of your approval.
Once you have approved the preview, your crystal is made to your specification and the order can no longer be cancelled. Until you approve it, you can still cancel and be refunded.
For the best result choose a sharp, well-lit photograph in which the subject fills most of the frame. Blurred, dark or very small images lose detail when engraved. If a photograph is not suitable we will tell you and ask for another.
We use your photograph only to make and, if needed, remake your order. Our privacy page explains how we handle it.
Engraved and laser-cut items
Wood, acrylic and other natural or cut materials vary in grain, tone and pattern, and engraving takes differently on each piece. No two items are identical and yours will not match the website picture exactly. This is part of the character of the material and is not a fault.
3D printed items
- Each design is printed at one fixed size, shown on its product page.
- Choose the colour or material from the options listed on the product page, or order it as pictured.
- If you would like a different size or a colour that is not listed, contact us before you order. An item made to a size or colour agreed specially with you is a personalised item.
- 3D printing builds an item in layers. Fine layer lines, a visible seam and small marks where supports were removed are normal features of the process.
- Colours vary slightly between batches of filament and from the picture on your screen.
Choosing a colour from the standard list on a product page does not make an item personalised, and the normal right to cancel applies to it.