Refund policy

Refunds & Returns Policy

We want you to feel confident ordering from Etched & Crafted.
If something isn’t right, please get in touch — we’re always happy to help.

Personalised & made-to-order items

Items that are personalised or engraved to order cannot be returned or refunded once engraving has begun, unless they arrive damaged or incorrect.

This includes items engraved with names, dates, images, or custom wording.

If you need to cancel or make changes, please contact us as soon as possible.
We’ll always do our best to help before engraving starts.

If a layout preview has been requested, your item will not be engraved until you’ve confirmed you’re happy to proceed.

Non-personalised items

Non-personalised items may be returned within 14 days of delivery, provided they are unused and returned in their original condition and packaging.

To start a return, please contact us within 14 days of receiving your order:

📧 hello@etchedandcrafted.co.uk

Once approved, returns should be posted back within 14 days.

Damaged or incorrect items

If your order arrives damaged or if there is an error with the engraving, please contact us as soon as possible:

📧 hello@etchedandcrafted.co.uk

Please include:

  • Your order number

  • A brief description of the issue

  • Clear photos (where applicable)

We’ll review the issue promptly and arrange a replacement or refund where appropriate.

Refunds

Once a return has been received and inspected, we’ll email you to confirm approval.
Approved refunds will be processed to your original payment method.

Please allow a few working days for the refund to appear, depending on your payment provider.

Exchanges

If you need a replacement (for example, if an item arrives damaged), please contact us and we’ll assist as quickly as possible.

Return shipping costs

Return postage costs are the responsibility of the customer unless:

  • The item arrived damaged, or

  • The incorrect item was sent

In these cases, return shipping costs will be covered by us.

Natural materials

Slate and wood are natural materials, and each piece has its own unique texture and character.
Small variations in material appearance or engraving tone are part of the handmade process and are not considered faults.

Non-returnable items

• Custom-made or personalised items (unless faulty)
• Gift cards
• Downloadable digital items

Our approach

Every item is created with care and attention.
If there’s ever a concern with your order, please get in touch — we’ll always aim to resolve things fairly and thoughtfully.