We understand that sometimes you may need to change or cancel an order. Please contact us as soon as possible and we'll always do our best to help.

Can I change my order?

If your order has not yet entered production, we're happy to make changes wherever possible. Please contact us as soon as you notice anything you'd like to change.

Please be aware that there is no set period of time before an order enters production. We aim to prepare, personalise and dispatch orders as quickly as possible, so some orders may enter production shortly after they are placed.

Once engraving or personalisation has begun, changes generally cannot be made to the existing item. Due to the nature of the engraving and personalisation process, changing names, dates, wording, photographs or designs will usually require the item to be completely remade.

If a remake is required because of a change requested after production has started, an additional charge may apply to cover the reasonable costs involved. We'll always explain your options and confirm any additional cost before proceeding.

Can I cancel my order?

Our personalised memorials are made specifically to your requirements. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the usual 14-day right to cancel does not apply to goods that are made to your specifications or are clearly personalised.

However, as part of our customer service policy, if you contact us before your personalised order has entered production, we will normally allow you to cancel it for a full refund.

There is no guaranteed cancellation period before production begins. As we work hard to prepare and dispatch orders as quickly as possible, an order may enter production shortly after it has been placed. If you wish to cancel, please contact us as soon as possible.

Once production has started, cancellation may no longer be possible without a fee. Engraved or personalised products are made specifically for you and generally cannot be altered or resold.

If you contact us after production has started, we'll still do our best to help. Where we're able to stop the order, a charge may apply to cover work already completed, materials used or personalised items that have already been produced. We'll explain any applicable charge before agreeing how to proceed.

What if I've made a mistake with my personalisation?

Please carefully check all names, dates, wording, photographs and other personalisation details before submitting your order.

If you notice a mistake after ordering, contact us as soon as possible. If your order has not entered production, we'll do our best to make the change for you.

Once engraving or personalisation has begun, the existing item generally cannot be amended and will usually need to be completely remade. If the information supplied with the order was incorrect and a remake is required, an additional remake charge may apply.

We'll always discuss your options and confirm any additional cost before proceeding.

Can I return a personalised memorial?

As personalised memorials are created specifically to your requirements and cannot normally be resold, they cannot be returned simply because you have changed your mind.

This does not affect your statutory rights. If your memorial is faulty, damaged, not as described, or we've made an error with your personalisation, please contact us and we'll work with you to put things right.

What about non-personalised items?

For standard products that have not been personalised or made to your specifications, your normal statutory cancellation rights apply.

You can normally cancel your order within 14 days of receiving your goods. After notifying us that you wish to cancel, you then normally have a further 14 days to return the goods.

Unless the item is faulty, damaged, not as described, or we've made an error, you will normally be responsible for the cost of returning a non-personalised item to us.

What if my order arrives damaged or there's a problem?

Please contact us as soon as possible if your order arrives damaged, faulty, incorrect or not as described.

Where possible, please provide your order number and photographs showing the problem. This helps our team investigate the issue and arrange the appropriate solution as quickly as possible.

If we've made an error with your personalisation, we'll also work with you to put this right.

Nothing in this policy affects your statutory rights.