Delivery & Returns
Delivery
Every item is made to order in our workshop in Sowerby Bridge, West Yorkshire, then posted with Royal Mail.
| Delivery area | UK only |
|---|---|
| Cost | £4.99 flat rate per order, however many items |
| Making time | 1–3 working days |
| Royal Mail delivery | 2–3 working days after dispatch |
| Typical total | 3–6 working days from order |
Working days are Monday to Friday, excluding UK bank holidays. Delivery times are estimates and can stretch during busy periods, bad weather or Royal Mail disruption.
We’re sorry, but we can’t currently deliver outside the UK.
Christmas
Our last recommended order date for Christmas delivery is 15 December, Royal Mail permitting. Orders after that will still be made as quickly as we can, but we can’t promise they’ll arrive before Christmas Day.
Before we make your order
A real person checks every design before it’s engraved or printed. If there’s a problem with your photo (for example it’s too small or blurry to print well) we’ll email you, which may add a little time to your order.
Wrong address?
Please double-check your delivery address at checkout. If you spot a mistake, email grant@laserandink.co.uk straight away. If a parcel is returned to us because the address was incorrect or incomplete, we’ll ask you to cover the cost of re-posting it.
Lost parcels
If your order hasn’t arrived within 10 working days of dispatch, let us know and we’ll chase it with Royal Mail. If it’s lost in the post, we’ll remake it or refund you.
Returns
Personalised items can’t be returned for a change of mind
Because every item is made to your own specification, personalised goods are exempt from the usual 14-day right to cancel under regulation 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. This means we can’t accept returns simply because you’ve changed your mind or ordered the wrong size or colour.
Your text is engraved or printed exactly as you type it, so please check spellings, dates and names carefully. At checkout you’ll be asked to tick a box confirming your personalisation is correct.
Faulty, damaged or misprinted items
If something’s not right, we’ll fix it. We’ll replace or refund your item if:
- it arrives damaged or broken
- it’s faulty
- it’s been misprinted or engraved incorrectly
- we’ve made a mistake, such as sending the wrong item or getting your text wrong
How to report a problem
- Email grant@laserandink.co.uk within 14 days of delivery.
- Include your order number and a clear photo of the problem (and the packaging, if it arrived damaged).
- We’ll reply, usually within 1–2 working days, and arrange a replacement or refund.
Please don’t post anything back to us unless we ask you to. In most cases a photo is all we need.
Natural materials
Wood and slate are natural materials, so grain, colour, knots and texture vary from piece to piece and engraving can look slightly different on each. This is part of their character and isn’t a fault.
Your legal rights
None of this affects your statutory rights under the Consumer Rights Act 2015. Goods must be as described, of satisfactory quality and fit for purpose. See our Terms & Conditions for full details.