We assess genuine faults and delivery damage fairly. Change-of-mind returns are normally unavailable for products made to your approved specification.
Contact us
Send the order number and a clear description of the issue as soon as reasonably possible.
Add photographs
Include the complete item, affected area, outer packaging, shipping label and internal protection where relevant.
We assess it
Depending on the circumstances, an appropriate remedy may include repair, replacement, re-performance, partial refund or refund.
Damage in transit
Where reasonably possible, report visible transit damage within 48 hours of recorded delivery and keep all packaging while the claim is reviewed. This request does not remove statutory rights.
Customer-approved details
We cannot normally remake an item solely because approved spelling, dates, artwork or placement were incorrect. Contact us immediately if you notice an error before production begins.
Natural variation
Wood, slate, leather and other natural materials vary in grain, texture, colour and engraving contrast. Normal material variation is not a defect.
Your legal rights
Nothing in this policy limits mandatory rights where goods are defective, damaged, misdescribed or incorrectly supplied.