Frequently Asked Questions
I made a mistake on the text what should I do?
When placing your order we always ask that you check the spelling or initials of your personalisation before going through to checkout. The automation process is also case sensitive, so we recommend you ensure you are happy with how the text looks before submitting your order.
Due to the huge influx of orders we process every day unfortunately we cannot make changes to personalisation once in production. If you do notice that you have made a mistake, contact us as soon as possible as we might be able to change it before it has gone through to the workshop. In the instance where a product has already been engraved, there will be a charge to re-run the item to rectify the problem.
I have received a dispatch note email but I've already had my goods delivered - is this a mistake?
Do not worry - the email you received is automatically generated from our online dispatch system. Please note you will not have been charged twice and will not be receiving a duplicate order. We are working hard to rectify this problem so please bear with us.
I have received a damaged item, what should I do?
All of our products are securely packaged before being dispatched from the workshop. However, on the rare occasion items can be damaged whilst in transit. Should you have received a broken item please do contact us as soon as possible.
We will require a photo of the item you received to be emailed over to us so that we can take up and insurance claim with Royal Mail. Should your order be urgent we will do everything we can to speed up the process.
Where do our raw materials come from?
It is really important to us that all of our materials are responsibly and ethically sourced in order to minimise our carbon footprint.
All of the leather used in our products comes from UK cowhide from one of the last remaining UK tanneries and is sourced from well nourished animals. Animals on British farms live a good quality of life due to stringent farming conditions, and this is evident from the high quality leather produced. Our leather is also a by-product of the food, drink and dairy industry, thus minimising environmental impact.
We work closely with the tannery that supply us and they have an ISO14001 certification which gives us confidence in their attitude towards the environment, therefore contributing to our goal of environmental sustainability.
We purchase our wood from a UK supplier who sources the wood from North American forests. All of our wood is FSC certified which ensures high conservation and protection for the forests we use.