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, personalize and dispatch orders as quickly as possible, so some orders may enter production shortly after they are placed.

Once engraving or personalization 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 personalized memorials are made specifically to your requirements.

If you contact us before your personalized 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 orders may enter production shortly after they are 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. Personalized or engraved 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 personalized items already produced. We'll explain any applicable charge before proceeding.

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

Please carefully check all names, dates, wording, photographs and other personalization 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 may need to be completely remade.

If the information supplied with your order was incorrect, any remake may be subject to an additional charge.

If we have made an error with your personalization, please contact us and we'll put it right.

Can I return a personalized memorial?

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

If your memorial arrives faulty, damaged, incorrect, not as described, or we have made an error with your personalization, please contact us and we’ll work with you to put things right.

What about non-personalized items?

For products that have not been personalized or made to your specifications, we offer returns within 30 days of delivery.

Items should be returned unused and in their original condition where possible.

Unless the item is faulty, damaged, incorrect, or not as described, you will normally be responsible for the cost of returning the item to us.

Please contact us before sending anything back so we can provide the correct return instructions.

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 and arrange the appropriate solution as quickly as possible.

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