When a Gift Needs Attention

Sometimes a gift arrives cracked, wrong, incomplete, or later than the day it was meant for. When that happens, tell us quickly and include your order number, a clear description, and photographs or a short video of the item and the packaging. We will look at what went wrong and offer a sensible remedy, which may be a replacement, a missing part, an exchange, or a refund for the affected item.

Personalised and made-to-order pieces are handled differently, and we explain how in our Returns and Cancellation Policy. A name engraved into a keepsake, or a design printed to your specification, is made for one person and cannot reasonably be offered to the next customer. When such an item is genuinely faulty, misprinted, or not what was confirmed, we will make it right.