Returns, Errors & Damage

Every item we make is produced to your exact specification, so this page explains what's covered if something's genuinely wrong — and what isn't, since custom-made items work a little differently to off-the-shelf products.

Custom-made items

Because our products are made specifically to your requirements — including your text, size, material and colour choices — they aren't eligible for a standard change-of-mind return. This is a recognised exception to the usual 14-day cooling-off period that applies to many online purchases.

Before production: the proof

For anything other than compliance signage selected directly from our catalogue, we send you a proof to approve before we cut, engrave or print anything. This is your opportunity to check everything carefully — including spelling, sizing, colours, layout and other details shown on the proof.

Once you approve a proof, we produce the item exactly as approved.

What's covered

If what arrives is faulty, damaged, or doesn't match what you ordered or approved — for example, the wrong text, size, material or colour — that's an issue we'll put right. We'll normally offer a replacement or remake at no cost to you, or where appropriate, another remedy available under your consumer rights.

Damaged in transit

If your order arrives damaged, please contact us as soon as possible, ideally within 14 days of delivery, with photos of the damage and the packaging. We'll arrange a replacement at no cost to you.

How to report an issue