Premium giftware   |   Made in Wales

FAQ

We make all the slate products, candles, melts, tea lights & soap.

Orders

Can I have my personalised order sooner than the stated expected delivery date

Orders can be changed or cancelled if your order has not been progressed. Please contact sales@valleymil.co.uk 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 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 sales@valleymill.co.uk/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 sales@valleymill.co.uk, 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 sales@valleymill.co.uk 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 sales@valleymill.co.uk.

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 sales@valleymill.co.uk 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. We aim to dispatch all our orders within the stated time frame. Once collected from us by our courier Royal Mail or DPD, 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. Once your order has been completed by our in-house team you will then receive a further email informing you that your order is ready for collection and confirming your chosen collection point.

You will need your order confirmation email, either a printed version or on your mobile device. If someone is collecting on your behalf, they will need a copy of your order confirmation. 

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 sales@valleymill.co.uk 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 sales@valleymill.co.uk 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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