How returns work for personalised orders
Most items we make are personalised to your wording, names, dates or images, so they cannot be returned simply because you changed your mind. Once a name, date, message or photo has been approved for production, that item is usually non-returnable unless there is a fault or an error on our side.
If you are unsure about any spelling, dates or layout, please check the proof carefully before approving it. A small mistake in the approved details can affect the finished piece, and in that case we may not be able to remake the item at no charge.
- Personalised jewellery, engraved gifts and custom photo books are made to order
- Proof approval confirms the wording, layout and spelling you have chosen
- Items with no personalisation may be assessed differently
When we can accept a return or remake
If an item arrives damaged, incorrect or with a production fault, let us know as soon as possible. We will assess the issue and, where appropriate, arrange a correction, replacement or refund. The exact solution depends on the type of product, the condition it was delivered in, and whether the problem came from engraving, printing, assembly or courier handling.
For damaged deliveries, keep the packaging, outer box and the item itself in the same condition it arrived in. Do not discard any inserts, wrapping or courier labels until we have reviewed the case. This helps us confirm what happened and speeds up the next step.
- Broken or cracked items on arrival
- Wrong engraving, incorrect spelling or missing wording caused by us
- Printing defects, binding faults or assembly issues
- Courier damage where the parcel was visibly affected
Reporting a problem with your order
Please send your order number, a clear description of the issue and photos where possible. If the concern is about damage, include photos of the item, the packaging and the shipping label. For engraving or proof errors, send a close-up image and mark the part that does not match your approved details.
We review each case individually during working hours. If the item is needed for a memorial service, anniversary or other date-sensitive event, tell us that in your message so we can prioritise the review.
- Order number
- Clear photos of the issue
- Proof or approval reference, if available
- Any deadline or service date we should know about
What happens after we review your case
Once we have checked the details, we will confirm whether the item qualifies for correction, replacement or another remedy. If the item needs to come back to us, we will explain how to package it and where to send it. In some cases, we may ask for the item to be returned before a decision is finalised.
If a return is approved, the item must be packed securely to prevent further damage in transit. Please use a strong box and enough padding around fragile pieces. For urns, glass, metal or delicate memorial items, extra protection is important especially when the courier is travelling long distances or through hotter coastal routes.
- We may request a return before final approval is issued
- Returned items must be safely packed for courier transport
- We will advise whether a remake, repair or refund is appropriate
Courier returns, pickup points and packaging
For customers in Pretoria, Centurion, Midrand and surrounding areas, returns can sometimes be coordinated through a local pickup point or courier collection, depending on the case. For national orders, we work with courier delivery and collection routes, so the process may vary by location and parcel size. If you need to return an item, do not send it back before we have confirmed the correct method.
Packaging matters, particularly with engraved glass, memorial pieces and photo books. In South Africa, parcels can spend time in transit and may face heat, vibration or rough handling. Please use the original box if you still have it, and add extra padding around the item. If the parcel was delivered in gift boxing, that outer layer alone is not always enough for a return trip.
- Lynnwood Pickup
- Menlyn Pickup
- Brooklyn Pickup
- Centurion Pickup
- Silverton Pickup
- Garsfontein Pickup
- Montana Pickup
- Midrand Pickup
Items that usually cannot be returned
Some products are not suitable for return unless they are faulty. This includes items made with personal names, dates, messages, custom photo layouts or special memorial wording. Once these details have been approved and the item has been made, it is difficult to restock or resell it in the ordinary way.
We also cannot accept returns for problems caused by incorrect information supplied by the customer, such as a misspelled name, the wrong date, or a photo that was too low in quality for print. That is why we always encourage careful proof checking before production starts. If you are unsure about formatting, ask us to explain the proof before you approve it.
- Approved spelling or date errors supplied by the customer
- Change of mind after production has started
- Items altered, used or damaged after delivery
- Custom pieces made to a specific family request
