Premium giftware   |   Made in Wales

FAQ

Orders

We always endeavour to meet our customers’ needs. For all personalised orders, including house signs and photograph engravings, please contact [email protected] or 01639 750748 Monday to Friday 9am – 5pm to discuss current lead times on orders and delivery.

Orders can be changed or cancelled if your order has not been progressed. Please contact [email protected] or 01639 750748 as soon as possible regarding any cancellations or changes. If personalisation of an order has begun or your order has already left us for delivery, you will be unable to change or cancel the order.

If you have purchased a slate or oak product from us but you wish to have it personalised, we can cancel your order and you can re-order via our website’s ‘Personalised’ section. Please contact us at [email protected]/01639 750748 as soon as possible to cancel your order.

If your personalised order differs from the design that was submitted during the ordering process, we will replace the item at no additional cost to yourself. Please email us at a photo of your personalised item via [email protected], with a brief description highlighting the error in the personalisation.

For personalised products which have been correctly engraved as to the specification on the order page, we regret that we are unable to offer a refund for these items.

If you are experiencing issues with using a valid promotional code, please contact us at [email protected] or call us on 01639 750748.

Order confirmation emails are sent out automatically once an order has been placed. However if you have not received one and you are concerned about your order, please email us at [email protected]

We do not include invoices in with the order, unless requested.

When designing your personalised product, there is an option to upload a ‘bespoke logo’, enabling you to view your full design before ordering. However, if you can’t see exactly what you are after on our website e.g bespoke size in slate, then you can email us at [email protected] or call us on 01639 750748 to discuss exactly what you would like. We always try our best to meet our customers’ request.

If you have not received your order within the expected time frame, please notify us. All our orders are dispatched from our workshop in Crynant within the stated time frame, with a guarantee of next day delivery. Once collected from us by our courier Fedex, we are unable to control the delivery process. However, if you make us aware of the issue, we will always try our best to help solve any problems you are experiencing.

After placing your order, you will receive an email confirming your order, chosen collection point and expected collection date.

You will need your order confirmation email, either a printed version or on your mobile device.

Yes, non personalised items can be refunded within 28 days of receipt for a full refund or an exchange. All items must be unused and in their original packaging.

Due to the nature of our personalised products, we try to offer a returns policy which is fair.

For personalised products, the product can be returned for a replacement if the engraving differs from that which was submitted during the ordering process, at no additional cost.

For personalised products which have been correctly engraved as to the specification on the order page, we regret that we cannot offer a refund for these items.

If you would like to return your order, please email us at [email protected] or call us on 01639 750748 to inform us. You will then need to post the product to our workshop address:-

Valley Mill
units 20-21 Crynant Business Park
Crynant
SA10 8PX

Please include your name and order number in with the parcel and we advise obtaining proof of postage. We cannot be held responsible for missing or damaged parcels. Return postage costs are non refundable.

If you have received your item and you find it to be faulty, please email us a photo of the product via [email protected] with a brief description highlighting the fault. Once checked, we will then arrange for the items to be collected via our courier. Once we have collected the item and reviewed it, we can either issue a replacement or a full refund.

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