Returns & Refunds

Every piece we prepare begins with something personal to you - a Trace that cannot be replaced, and time given by hand in our Bath studio. Because of this, our approach to returns is a little different to a typical retailer's, and we want to be clear about it from the outset.

Before Work Begins

If you change your mind shortly after ordering, please get in touch as soon as you can. If your piece has not yet entered production, we are happy to cancel and refund your order in full.

Once Work Has Begun

Because each piece is prepared using your own Trace and cannot be resold or repurposed, we are unable to accept returns, exchanges, or refunds once work has begun. This reflects the Consumer Contracts Regulations 2013, under which personalised items are exempt from the standard right to cancel.

If any concern arises at any stage - before, during, or after your order - please do get in touch. We are always happy to talk things through, and most concerns can be resolved with a conversation.

If Your Piece Arrives Damaged or Faulty

Please contact us within 14 days of delivery, with photographs of the item and its packaging, so we can look into this as quickly as possible. This 14-day window helps us act swiftly on your behalf - it does not affect your wider statutory rights, which include the right to request a repair, replacement, or refund for faulty goods under the Consumer Rights Act 2015.

Where a piece is found to be faulty, we will cover the cost of return shipping and of sending your repair or replacement back to you.

Gift Vouchers

Gift vouchers are issued digitally and are non-refundable once purchased, though they do not expire.

Getting in Touch

The quickest way to reach us is here. Please include your order number and, where relevant, photographs - this helps us help you sooner.

Your Statutory Rights

Nothing in this policy affects your statutory rights as a consumer under UK law.