Frequently Asked Questions

All items are made to order in our North Wales workshop. Your estimated dispatch date is shown at checkout before you place your order — it reflects our current production queue so it will vary depending on how busy we are. If you need your order by a specific date, check the dispatch time before ordering and contact us if you need to confirm it's achievable.

Yes. If you have a firm deadline, contact us before ordering and we'll let you know if we can accommodate it. We can't always guarantee a faster turnaround but we'll always tell you honestly whether it's possible.

We start work on orders as quickly as possible, so changes usually aren't possible once an order has been placed. If you've just ordered and need to make a change, contact us immediately via the contact page with your order number and we'll do our best to help — but we can't guarantee it will be possible. Please double-check all personalisation details before checkout.

Yes, in most cases. Bespoke sizes take additional time and the price will reflect that — it won't be the same as our standard sizes. Get in touch with details of what you need (dimensions, quantity, what it's for) and we'll come back to you with a quote before you commit.

We use Royal Mail for all deliveries:

• UK: Royal Mail Tracked 24 (next working day aim once dispatched)
• UK upgrade: Special Delivery (guaranteed next working day once dispatched)
• International: Royal Mail International Tracked

You'll receive a tracking number by email once your order has been dispatched. See our full international shipping page for delivery times by country.

Yes — we ship worldwide. All international orders are sent via Royal Mail International Tracked. Typical delivery times: Europe 3–7 working days, USA & Canada 7–14 working days, Australia & New Zealand 7–14 working days. See our international shipping page for full details including customs information.

Delivery time is your dispatch date plus the shipping time. The most accurate combined estimate is shown at checkout. As a rough guide: UK orders typically arrive within 1–2 working days of dispatch. International orders vary by country — see our international shipping page for country-by-country estimates.

Use the logo upload button on the product page. PNG or JPG files work best. Black and white artwork gives the crispest engraving result, though colour logos usually convert well — we'll let you know if any adjustments are needed. If you have trouble uploading, email the file to us after ordering and include your order number.

Proofs are not sent as standard — we get started on orders quickly to keep dispatch times as fast as possible. If you'd like a proof, request one in the personalisation box when you order and we'll send one for your approval before engraving. We'll also get in touch if we're ever unsure about the design and need to check something with you first.

Yes — we generate the QR code for you. Simply provide the URL you want it to link to in the personalisation box when ordering. For Google review QR codes, you'll need your specific Google review link: search for your business on Google, click the "Get more reviews" button on your business profile, and copy that link. A wrong URL means the QR code won't work, so please double-check it before ordering.

Yes. List each name (and any other per-item details such as job title or room number) in the personalisation box at checkout — one per line works well. For large orders with many names, you're welcome to contact us before ordering and we can advise on the best way to submit the details.

We use two main materials:

• Oak veneered MDF — real oak veneer on an MDF core. Consistent engraving, suitable for indoor use. Sourced from a UK supplier.
• Moso bamboo — FSC Chain of Custody certified (certificate RINA-COC-001256). Engraves with natural grain variation, slightly more moisture resistant than oak MDF. Priced slightly higher because the certified material costs more to source.

Both materials are laser engraved rather than printed, so designs won't fade or peel. All packaging is plastic-free.

Oak veneered MDF engraves with a consistent dark contrast — clean and uniform across the whole piece. Bamboo shows natural grain variation — lighter and darker depending on the fibre density — giving each piece a slightly different, handmade quality. Neither is better; they suit different aesthetics. Bamboo is FSC-certified and slightly more moisture resistant. Oak is more economical and more predictable for large uniform batches.

Most products are not designed for outdoor use. Prolonged exposure to moisture, rain or direct sunlight will damage the wood. Unless a product is specifically described as suitable for outdoor use, assume it is indoor only.

Wipe with a dry or slightly damp cloth. Avoid soaking the wood or using chemical cleaners, which can damage the surface over time. The laser engraving is permanent and won't be affected by normal wiping.

Yes — discounts apply automatically at checkout, no code needed:

• 20+ items: 10% off
• 50+ items: 15% off
• 100+ items: 20% off
• 250+ items: 25% off
• 500+ items: 30% off
• 1,000+ items: 35% off

Just add the quantity you need to your basket and the discount is applied automatically.

Yes. We regularly supply businesses with multiple locations — hotel groups, academy trusts, franchise businesses and similar. For large or complex multi-site orders, get in touch before ordering and we can discuss the best approach.

We supply businesses, hotels, schools and organisations regularly and are happy to discuss ongoing supply arrangements. Get in touch with details of what you need and we'll have a conversation about what works for both sides.

As all items are made to order with personalised content, we can only accept returns where there is a fault or error on our part — for example, if we've made a mistake with the engraving or the item has arrived damaged. If the personalisation details you provided were incorrect, we're unable to accept a return for that reason. Please double-check all details before placing your order.

Please contact us as soon as possible with your order number and a photo of the issue. We'll resolve it quickly — either by remaking the item or arranging a refund, depending on the situation.