Frequently Asked Questions (FAQ)
Last updated: 29/11/2025
How long does my order take to make?
Personalised items are made within 1–3 working days, depending on the complexity of the design and current order volume.
Non-personalised items are usually dispatched within 1–2 working days.
How long does delivery take?
We offer several UK delivery options at checkout, typically:
- Standard: 2–4 working days
- Tracked: 1–3 working days
- Express: 1–2 working days
You will receive a dispatch email when your order is on the way.
Can I upload my own photo, logo or design?
Yes. We accept JPG, PNG and SVG files.
For the best engraving results, clear high-resolution images are recommended.
Can I see a preview before engraving?
Yes. We can provide a digital preview upon request.
This may add a short delay to production, depending on how quickly the proof is approved.
Can I return a personalised item?
Personalised items cannot be returned unless:
- They arrive damaged
- There is a manufacturing or engraving error
- The item received is not what you ordered
If this happens, contact us within 48 hours of delivery with a photo of the issue.
What if I made a spelling mistake when submitting my personalisation?
We cannot offer refunds or replacements for personalisation errors provided by the customer, so please check your text and details carefully before ordering.
What materials do you use?
We mainly work with:
- Bamboo
- Oak and other hardwoods
- Slate
- Acrylic
- Glassware (etching)
- Stainless steel (engraving)
- And More
Every item is engraved or crafted in-house.
Do you accept custom commissions?
Yes. If you have an idea for something not shown on the website, contact us and we’ll let you know if it’s possible.
Do you offer bulk or corporate orders?
Yes. We can provide discounted pricing for bulk orders. Email us with your requirements.
What happens if my order arrives damaged?
Take a clear photo of the damage and email us within 48 hours.
We will arrange a replacement or refund depending on the situation.
Do you ship internationally?
Not at the moment, but we plan to add this option in the future.
How do I contact you?
For any questions or issues, email us at:
contact-us@purelypersonal.co