Questions we get asked

Choose your options on the product page and type your wording exactly as you want it to appear. We engrave or print it exactly as you enter it, including spelling, capital letters, punctuation and line breaks.

No. We make your item exactly as written, so please check names, dates and spelling carefully before you order. If you spot a mistake, contact us straight away. If we have not started your item, we will change it free of charge.

A clear, high-resolution image works best. For logos, a vector file such as SVG, PDF, AI or EPS, or a large PNG, gives the sharpest result. Small or blurred images lose detail when engraved or printed, and we will tell you if a file is not suitable before we make anything.

Online you can pay by card, Apple Pay or PayPal. In the shop we take card payments.

Most personalised items are made and dispatched within 48 hours, Monday to Friday, and sent by Royal Mail with tracking. Please allow up to five working days for delivery. Bespoke and business orders get their own date with the quote.

UK delivery costs £2.85 for jewellery and flat items and £3.30 for parcels. It is free on orders over £35, and collection from our Trowbridge shop is always free.

Not at the moment. We deliver to UK addresses only. If the gift is for someone abroad, you can send it to a UK address or collect it from the shop.

Yes. Choose collection at checkout and we will tell you when it is ready. We are at 22 Castle Street, Trowbridge, open Wednesday and Thursday 12:00 to 16:00, and Friday and Saturday 10:00 to 15:00.

Order by Thursday 10 December 2026 for UK delivery before Christmas, or by Saturday 19 December to collect from the shop.

Personalised and custom items are made for you, so we cannot take them back if you change your mind. We will remake or refund an item that arrives faulty or damaged, or where the personalisation differs from your order because of a mistake on our side.

If the wording matches what you entered in your order, we cannot offer a refund or free remake, because we make items exactly as written. If we made the mistake, we will remake your item free of charge.

The finished result depends on the quality of the file. If a file is not suitable we will tell you before we make anything. If you choose to go ahead with a file we have flagged, the result is not treated as a fault.

Yes. You can cancel within 14 days of delivery and send the item back unused within a further 14 days. You pay the return postage, and we refund the item and the standard delivery charge within 14 days of receiving it.

Contact us as soon as you can, ideally within 7 days, with your order number and a photo. We will remake or refund it, and you will not need to pay for postage.

Ten pieces. Orders of 25 or more get 10% off and orders of 50 or more get 15% off.

Fill in the quote form on our business page with your logo and quantities, or send the details on WhatsApp. We reply with a price, a date and a proof within 48 hours.

Yes. Send us a photo, sketch or short description and we will tell you what is possible. We make single pieces as well as small runs.

Yes. We make room and wayfinding signs, Wi-Fi plaques, guest gifts and custom souvenirs, from one property to a group.

Yes. Our shop and studio are at 22 Castle Street, Trowbridge, Wiltshire BA14 8AS. You can see the work, talk your idea through and collect many items the same day.

Yes. Through WDS Partners, local makers and small brands rent shelf space in our Trowbridge shop from £10 a week. We handle the sales and you track everything online.