Policies
How we post, and what happens if something goes wrong.
Both policies in full, in ordinary language. If anything here is unclear, ask before you order rather than after.
Shipping policy
Where we post
We post within the United States only, including Alaska, Hawaii and the US territories. Every parcel leaves from 42101 in Kentucky.
What postage costs
Your postage is worked out from your ZIP code before you pay, and the figure shown at checkout is the figure you are charged. We do not add postage afterwards.
| Destination | Postage | In transit |
|---|---|---|
| Alaska, Hawaii and US territories | $24.00 | 4-7 business days |
| Nearby states | $9.00 | 2-3 business days |
| Regional | $12.00 | 3-4 business days |
| Across the country | $15.00 | 3-5 business days |
How it is packed
Crystal is heavy and it is breakable, so every piece is cushioned, boxed and sent tracked and insured. If a parcel arrives damaged, that is covered — see returns below.
How long it takes
Your piece is made to order, not taken from a shelf. Production usually takes about 10 working days from the moment you approve your proof, plus the delivery time in the table above. The proof is the part that depends on you: reply to it quickly and the whole order moves faster.
When your parcel is dispatched we email the tracking number to the address you gave at checkout. Please check the address you type — we can correct it before dispatch, but not once the parcel is with the carrier.
Returns and refunds
We cannot accept a return for a change of mind
Every piece is engraved with your own photograph, so it belongs to you and could not be sold to anyone else. That is the whole reason we cannot take one back simply because you have changed your mind — it is not a policy we hide behind, it is a consequence of what the piece is.
What protects you instead: the proof
Before anything is engraved, we send you a proof — your photograph prepared exactly as it will appear inside the crystal. Nothing is cut until you say it is right. If you want the crop changed, the background removed, a different photograph used, or the wording altered, that is the moment to say so, and it costs you nothing.
This is why we ask you to look at the proof properly rather than glance at it. It is your chance to catch a wrong name, a bad crop or a photograph that does not read well, while the piece is still just data.
Cancelling before engraving
If you cancel before you approve your proof, we refund you in full. No argument, no fee.
After engraving
Once the engraving is cut the piece is yours alone, and we cannot resell it. We will still put things right at our own cost if any of the following is true:
- It arrives damaged or broken in transit.
- It does not match the proof you approved.
- There is a fault in the crystal itself.
Tell us within 14 days of delivery, with a photograph of the piece and its packaging, and we will replace it or refund you. We will tell you which we are doing, and why, rather than leaving you to guess.
How refunds are paid
Refunds go back to the card you paid with, through Stripe, and usually appear within 5 to 10 working days depending on your bank. Nothing on this page affects your statutory rights.
Starting a claim
Email with your order number and a photograph. Your order number is on your confirmation email, and you can look it up at any time.
Read this before you order
The two things worth knowing: check the address you type, and look at your proof properly. Almost every problem we could have is prevented by one of those two.