How long will it take for my order to arrive?
Most orders will be processed and engraved within 2-3 working days of receiving the order, however we need a little longer to make some of our personalised gifts. Once the order has been engraved, this will then be posted with a ‘Signed for 2nd class' postage service (usually Royal Mail) that can take up to 5 working days to arrive with you. If you’re in a rush and need your gift within a short space of time, please contact us as we might be able to prioritise your order and send it with an express delivery service at an extra cost.
I’d like to have a logo engraved which is not on any of the example sheets. Is this possible?
Yes! All we need is a high quality image of the logo you would like to use and our graphic designer will get this drawn up on our software and make this suitable for engraving. We have lots of logos in our system, so we may already have your logo, but we simply cannot provide a logo example for every logo out there! We can also engrave civilian logos, again… we’ll just need a high quality image of this. When ordering, please write the logo you are after in the designated box and we will get in touch and either ask you to send us the high quality image, or to check we are using the correct one.
I have made a mistake with my order, can i change it?
Mistakes happen and we’ll try our best to amend your order, however, on occasions we aren’t able to make any changes. This is usually because the item you’ve ordered has already gone into production.
Who will be delivering my parcel?
Most of our products are delivered by either Yodel Direct or Royal Mail. If you’re in a rush and need your gift within a short space of time, please contact us as we might be able to send it express delivery at an extra cost. However, we do need a little longer to make some of our personalised gifts.
How do i return my item?
Unfortunately, we can’t accept returns of personalised gifts unless the products are faulty. If you think that you've received a faulty item, please send us an image and short description to admin@lasercarve.co.uk and we'll see how we can help.
I forgot to order one of the products I wanted! Can I add it to my order?
Unfortunately, we can’t add products to your order once it’s been confirmed, so you’ll need to create another order. If you place your next order within a short space of time to your first, we will try and dispatch the items in the same parcel, however this cannot be guaranteed.
My order has arrived broken!
We’re really sorry that your gift hasn’t arrived in one piece. We know how important it is for your gift to be in perfect condition and we’ll do our best to try and solve the problem. As we’re an online shop and don’t have a store you can go to, the quickest and easiest way for us to help with a broken/damaged gift is to see a photograph of it. Please take a photo of the item and email it to admin@lasercarve.co.uk.
My order has arrived and there is a spelling mistake?
We’re really sorry that your gift has a spelling mistake. We know how important it is for the personalisation to be spelt correctly and we’ll do our best to get a replacement with the correct spelling sent to you. The quickest and easiest way for us to help is to see a photograph of the personalisation and spelling mistake. Please send this photograph to admin@lasercarve.co.uk. Please remember, our personalised gifts are tailor-made for you, so our machines will print exactly the message you enter. We, therefore, advise you to double check any names and messages for potential spelling mistakes. If your gift does arrive with mistakes, we cannot accept responsibility unless the fault was a result of the personalisation process. Please contact us so we can check your order to see what should have been entered originally.
I have decided to cancel my order, what shall I do?
Please phone us immediately and we’ll try to cancel your order before it is sent to our production team. Our telephone number is 01626 836680 and our working hours are Monday - Friday, 08.30am - 16.30pm. We need to cancel the order within half an hour of you placing it through our website, so please phone us rather than sending an email. Unfortunately, once an order has been received by our production team we can’t cancel it.
I have emailed you but nobody has replied?
Our working hours are Monday - Friday, 08.30am - 16.30pm. There will not be anyone in the office out of these times, so please bear this in mind when you are waiting for an email response.
