How long does it take to create a personalised item?
Most handcrafted items are completed within 2–4 working days. Production time may vary depending on the complexity of the customisation. You will receive an email confirmation once your order has been dispatched.
Can I add a custom message or personalisation?
Yes. Most products can be personalised with names, dates, messages, or decorative elements. Please include all personalisation details in the Order Notes section at checkout, such as preferred font, colours, or decoration style.
How should I provide specific design instructions?
Use the Order Notes at checkout to specify your preferences. For example, you can indicate the font style, colour scheme, decorative elements, or special message you would like on your handcrafted item.
How will my order be delivered?
All items are securely packaged and dispatched to the delivery address provided during checkout. Typical delivery time after dispatch is 2–5 working days within England and Wales.
What should I do if my order arrives damaged?
Please contact us within 48 hours of delivery, including photos of the packaging and the product. Our customer support team will assist with a replacement or solution.
Can I request a different design style?
Yes. We welcome requests for custom decoration and styling. Include your design preferences in the checkout notes, and our artisans will follow your instructions as closely as possible.
Do all items come with gift packaging?
Yes. Each handcrafted product is carefully packaged to ensure safe delivery and a presentation suitable for gifting.
Can I cancel or change my order?
Orders for personalised items cannot be cancelled once production has started. Please contact us as soon as possible if you need to make a change; we will do our best to accommodate your request before production begins.
What payment methods are accepted?
All transactions are processed securely. Payment methods available will be displayed during checkout on our website.
How can I contact customer support?
Our customer support team is available Monday to Friday from 09:00 to 17:00. You can contact us by email, telephone, or through our online contact form. Visit our Contact Us page to submit your enquiry, and we will respond as soon as possible, typically within 24 hours.