Order Help

Can I change or cancel an order?

If you wish to change or cancel your order, please do so on our contact us page and title subject 'Cancellation'. Please do so before it is dispatched. Please note the following: dispatch emails are generated automatically by Royal Mail so there may be a delay between the time the item is dispatched, and the dispatch email being generated. Once products have been dispatched we are unable to amend your order. You have 30 days from the day after the day on which your order is delivered to return for a refund under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. The customer will be responsible for the cost of return.

If it is a personalised item, we are unable to amend or cancel your order if it has been fulfilled. We suggest that you double check that your personalisation preferences are correct prior to ordering and ensure you have inputted all required delivery information.

When will my payment be refunded for a cancelled order?

This depends on which bank you’re with. Generally, this can take up to 10 days. 

Please be aware that refunds must be processed through the same payment method it was purchased.

I haven’t received an email confirmation. What should I do?

Confirmation is emailed as soon as an order is placed, be sure to check your junk or spam inbox as they can sneak into the wrong inbox. Otherwise, please contact our fantastic customer care team on our Contact Us page.

I have not received my order. Where is it?

Please view our Deliveries to find out how many days it should take to arrive upon purchasing.

Please be aware that business days do not include the weekends. If it’s been more than 1-2 days since it should have arrived, please contact us and let us help you get to the bottom of it.

My order has arrived wrong. What should I do?

All of our beautiful items are created by our skilled team of makers and engravers. Despite this, human error, this can happen from time to time.

Contact our customer team with an image of the error along and we will do our best to resolve for you.

How do I send an item as a gift?

You can add their delivery address. Your gift will be beautifully packaged upon arrival. Don't worry, your gift will not arrive with an invoice or any price tag!

Can I have my order gift wrapped?

Yes! We have gift options to select from when adding to cart. Gift bags are £1.99, and our elegant luxury gift boxes are £7.99. Otherwise, your item(s) should be packed in our standard gift boxes.

Every package is wrapped in our beautiful signature tissue paper and box.

Can I order gift cards?

Please click here to purchase one of our e-gift cards.