Our Most Frequently Asked Questions
Got a question about your order or something you’d like us to make for you? Chances are, someone has already asked it before. Today we’re delving into some of our most frequently asked questions to point you in the right direction and save you the trouble of asking.
Of course, if there’s something you do still need to know you can contact us here, or you can find our full FAQ page here. Now, onto the questions…
I’ve made a mistake! Can I change my order?
If you’ve noticed a mistake on your order then let us know right away and we will try to amend it for you. Typically we make a start on orders at 8:00am the next working day so let us know as soon as possible and we’ll do our very best to help. Unfortunately we aren’t able to make any changes once your item is in production.
We receive a whole host of weird and wonderful personalisation requests so if you spot an error don’t assume we’ll fix it – we always copy text exactly as entered by the customer unless told otherwise (this includes spelling and grammar).
Will my photo work for this product?
Let’s talk photo products! Quality-wise, you don’t need to be a professional photographer or have your pictures taken in a studio - photos taken on your phone are usually absolutely fine to use.
When you choosing a photograph to use for your order it’s best to imagine the shape and size of the finished product. A super wide group shot probably won’t work well on a hexagon shape, while a tall narrow portrait won’t be best suited to a square coaster. Imagine having a picture frame in your hand and trying to fit your photo in it – will everyone be in frame or will someone be cut out?
We aren’t always able to offer proofs due to the number of orders processed each day by our small team but if you’re unsure about a photo you’d like to use then get in touch with us and we’ll be happy to advise. If we had any concerns about a photo supplied for an order we’d always let you know before going ahead.
I haven’t received my order yet, can you track it?
All our UK post is sent via Royal Mail and you’ll receive an email with your Royal Mail reference number when your product is on its way to you (usually the next working day after you placed the order). We send all standard deliveries first class which isn’t a tracked service so we can’t tell you the whereabouts unfortunately, but your tracking page will be updated with a big green tick when the item’s been delivered so that we know it’s got to you safely. If you choose our express delivery option you can track the order all the way from our door to yours, and Royal Mail will update you with an ETA on the day of delivery. Items don’t require a signature so don’t worry if you’re not at home when it arrives.
If you haven’t received your order when expected then let us know and we’ll do our very best to help but please be aware that we don’t have access to anymore tracking information than you do. Most standard deliveries arrive within 1-2 days but sometimes they are subject to delays out of our control so it’s always best to give it a couple of days extra if you can. If the tracking page says ‘An update will only be provided when we attempt to deliver your item’, this means that the item is still in transit with Royal Mail and will be with you shortly.
If you’re ordering from overseas you will receive full tracking in your dispatch email, whether you choose standard or express shipping.
Do you have any vegan leather options?
We don’t stock any faux leather right now but it’s something we’d like to offer in future if we can find a high-quality natural alternative. We’re committed to being an environmentally sustainable business and sadly many of the so-called “vegan” leathers on the market are synthetic, made from damaging plastics and chemicals which we don’t feel comfortable working with. We only use vegetable tanned leather to make our products which is prepared using natural fibres instead of polluting chemicals, and it’s a bi-product of the food industry.
We’d love to be able to offer something to our vegan customers in future and we are on the lookout for a more sustainable option. In the meantime, we have plenty of beautiful wooden keepsakes that might be more suitable for you.
Why doesn’t my product look like the one on the website?
One of the main reasons we love to work with wood and leather is because of how unique the materials are – the natural variation in the grain, texture, colour and scarring means that no two items we make are the same and each piece is as unique as its owner. This means that items may vary slightly from pictures shown on the product page, as every piece of wood and leather we work with will have its own natural character.
Do you accept custom orders?
Yes, we can take on custom orders from time to time so it’s always worth contacting us if you’ve got something in mind that you can’t see on the website.
If you’re looking for a one-off gift then drop us an email with your ideas and we can let you know what’s possible. Please note, there may be additional design fees for bespoke pieces and we are not able to take on projects during busy seasonal periods (Christmas, Father’s Day etc.).
If you’re a business looking for bespoke products then head over to our corporate website where you will find examples of previous projects we’ve worked on and the services we can offer.