Q1) I have a problem with the item I received, what should I do
If there is an error with the item or the spelling made by us we will exchange it for you after receiving photos of the error.
If there is a possibility that the item is faulty we may ask for images or for you to send the item back to us for inspection before an exchange is sent.
When you are returning items please ensure you include a note including your order number, full name and address and a brief explanation of the issue. This will avoid any delays when the item is received. We will advise what postage level to use when returning an item if applicable.
Q2) What is your refund/exchange policy
You may return any non personalised or non custom made to order item within 14 days of receipt for a refund.
Postage will only be refunded at the basic level if the full order is returned. Any upgraded postage is non refundable.
We will deduct a £3 handling fee per item from exchanges or refunds. This is for sanitising the items before we are able to re stock them. This is applicable even if the item is unworn.
The buyer is responsible for the return postage costs. We are not responsible for returns that have not been received back by us.
Personalised items and custom made to order and are non returnable. Some of our non personalised items are custom made to order including Pendants, Initials and St Christopher Pendants with Travellers Prayer.
If you require an exchange please note this clearly inside the packet, together with your order number and your contact number, We will use this number to call you to take payment for any difference, labour (if applicable) and postage.
All items being returned must be in their original condition and packaging.
All items are inspected before refunds or exchanges are processed.
Q3) How long will it take for me to receive my item?
Our workshop is open 7 days a week, but we only post Monday to Friday. Your item will be made and dispatched according to your chosen postal option. You can see details of the postal & dispatch options we offer here.
Q4) I need my item by a certain date, what should I do?
If you are in the UK we offer a PRIORITY delivery option, which you should select at checkout. This options means that your item will be with you on the third working day after ordering at the latest i.e. orders on a Monday will be received on a Thursday at the latest. At present our office and workshop are not at the same location, so it is not possible to order a name necklace to be sent out the same day or over the weekend. This option means that all non personalised items and non custom made engraved items ordered before 2pm can be sent out the same day. Should you need something more urgently or have any queries about this, please call us on 020 8953 7833. If you are outside the UK then I am afraid we are not able at present to confirm the delivery date.
Q5) I haven't received my item, what should I do?
Please check your order to see the postal option that you chose. First and Second Class items including First Class Signed For options can take up to two weeks to arrive. Even though Royal Mail are very good sometimes items can get delayed, especially at busier times of the year. If two weeks have passed please contact us by clicking here or call us on 020 8953 7833. Please make sure you include or have handy your order number. Replacements for non received items will not be sent until two weeks have passed from the dispatch date.
Q6) How can I contact you?
You can contact us by clicking here or call us on 020 8953 7833 (office hours only).
Q7) Where are your items made/manufactured?
All our items are made by us to order or imported and customised by us in our UK workshop.
Q8) My item is a present for someone can I get a gift box?
All of our items come with a luxury gift box as standard.
Q9) I've made a mistake on my order, what should I do?
If you have made a mistake on your order please call us on 020 8953 7833 immediately so that we can correct the mistake. Please take care when ordering as personalised items that have already been made are non refundable.