Can I return my item?
Unfortunately, we do not accept change of mind returns or exchanges on any of our personalised items. All other items of a non-personalised nature (for example, cheese knife sets), can be returned for any reason at customer cost, provided they are in their original condition or packaging. Items must returned by the original purchaser (and not the gift recipient) along with the order number and date of purchase.
My item has been engraved incorrectly – what do I do?
Whilst we try our absolute best to get the details of your order correct, all personalisation details are manually entered and sometimes being human gets the best of us! If you have received an incorrectly personalised item, please contact our team on (02) 6025 6765 or email firstname.lastname@example.org. We will organise for a replacement to be made for you.
Please note: We will require the incorrectly engraved item to be returned, and will supply a prepaid return shipping label with your replacement board.
You forgot to engrave the message on the back of my board – will I get a replacement?
Engraved messages on the back of the board is an incredibly popular add-on, and very rarely, this can be overlooked on your order. Unfortunately, as this is an optional extra and only a nominal amount ($5.00), you will be provided with a refund only of this fee. Replacements and returns are not provided for optional extras such as the message on the back or gift wrapping.
The engraving on my board is lighter than your website images – should it be like this?
Timber is a natural product, which varies in terms of grain and colour, and every engraving will produce differently. For the purpose of sale, the primary image of the products on our site are computer-generated mock-ups. As we have over 100 designs on our website, it simply isn’t possible to photograph real-life engravings on every product. Engravings will adopt the characteristics of the timber, and will not always be a solid or consistent block of colour. Returns and replacements are not granted due to the characteristics of the boards, i.e. darker grains or colourings. We recommend oiling the engraving with a soft sponge using Grapeseed Oil (or Vegetable Oil for mango wood products), as it will often produce a darker engraving.
How long do I have to return my item?
You will have 14 days from when you received your item to return it to us. Please note, returns for non-personalised items will not be accepted without prior authorisation. If you have an item you’d like to return, please contact our team on (02) 6025 6765 or by emailing email@example.com.
Where do I return my item?
Once we have given authorisation to return an item, you will be provided with a shipping address and instructions to send back the item.
When will I receive a refund or replacement item?
Refunds or replacements will be given upon return of the item. Please allow 1-3 business days for the refund to show in your account once processed.