Every piece is made just for you — here's exactly how we handle returns, exchanges and anything that arrives less than perfect.
Personalised & Customised Products
Most of what we make — engraved name pencils, personalised gift sets, and corporate customised gifts — is produced specifically for your order. Because of this, we can't accept returns or exchanges for change of mind, or for personalisation details (names, spellings) submitted incorrectly at checkout.
Damaged, Defective or Wrong Items
We'll happily replace or exchange your order if:
- It arrives damaged in transit
- There's a manufacturing defect
- You received the wrong item
To be eligible, reach out within 48 hours of delivery with photos or a short video of the product and packaging, and keep the item unused and in its original packaging.
Not Eligible for Return
- Personalised or engraved items (unless damaged/defective)
- Items used, altered, or damaged after delivery
- Products missing their original packaging
Cash on Delivery Orders
Please inspect your parcel at the time of delivery wherever possible. Refused or undelivered COD orders may attract reshipping charges for a second attempt.
Refunds
Once a damaged, defective or wrong-item claim is approved, refunds are issued to your original payment method within 5–7 business days — or as store credit / bank transfer for COD orders. Shipping charges are non-refundable unless the error was ours.
How to Request a Return or Exchange
- Message us on WhatsApp, call, or email us within 48 hours of delivery
- Share your order number and photos/video of the issue
- We'll get back to you within 1–2 business days
Order help, bulk enquiries, or a personalisation question?
We're on call and WhatsApp, Mon–Sat, 10am–6pm, or email us anytime.