FAQ's
When should I receive my order?
Because we personalise every item to your requirements, we cannot despatch immediately after ordering. We normally despatch crystal items within 1-2 weeks from order, jewellery and gifts within about one week. Express service is available on all items and you can choose this when you enter your order details. PLEASE NOTE THAT THIS IS THE TIME TAKEN FOR US TO ENGRAVE AND SEND YOUR ORDER - IT IS NOT AN INDICATION OF WHEN YOU WILL RECEIVE IT. You will also need to choose the Postal Method when you go through Checkout. Please note also that Working Days are Monday to Friday, and weekends/bank holidays do not count in production/despatch times.
What does Express Service mean?
Express Service (on the order details screen) is the time taken for us to engrave and send your item - IT IS NOT AN INDICATION OF WHEN YOU WILL RECEIVE IT. You will also need to choose the Postal Method when you go through Checkout.
Please note also that Working Days are Monday to Friday, and weekends/bank holidays do not count in despatch/production times.
How will you send my order?
We use First Class Post, Special Delivery or Courier. You will choose the Delivery Method at Checkout - please choose carefully. UK Special (Special Delivery or Courier) is a guaranteed service. PLEASE NOTE THAT FIRST CLASS POST (UK Standard) IS NOT A GUARANTEED DELIVERY TIME.
Will I receive a proof of the engraving?
We do not normally send proofs. We do however offer proofs for some of our crystal/glass items, which we will send (if requested) by email, normally within one day of ordering. We cannot proof jewellery or other gifts.
Is it safe to give my credit/debit card details online?
Yes. Our online payment processing is handled by HSBC, a world leader in secure online card processing. Engraved Gifts Online never see your credit or debit card details - these are handled entirely by HSBC over their secure servers.
What if I want to cancel or change my order?
If we have not already started the engraving, we will be happy to cancel your order and refund your payment. After engraving, we regret that we cannot refund, as per Regulation 13C of the Distance Selling Regulations 2000.
Can I specify the layout of the engraving?
Yes, please send us an email if you have any specific requirements, and we will confirm whether this is possible. You can also confirm/specify your requirements at Checkout.
Why do you limit the number of characters?
This is purely because of the size of the item; if we tried to squeeze on more characters, the words would be too small to read! Occasionally there may be room for more characters - please email us before ordering if necessary.
How is my item engraved?
Glass and crystal items are engraved using a Sand Engraving process. This involves making a stencil mask from photosensitive film, which is applied to the item, carefully masked and 'sandblasted' using a fine aluminium oxide grit. The item is then washed to reveal your design, permanently etched into the item. This is an exacting and time consuming process, but gives excellent quality results.
Silver jewellery and gift items are engraved using a computer controlled diamond tip, for extremely accurate engraving.
Plaques, on our gift boxes, wooden bases, clocks etc are engraved using an impact engraver which gives a brighter appearance on this material than the diamond tip. We also use this method to engrave family crests onto dog tags and silver plated coasters. |
