Go to the order tracking page and enter your order ID plus the billing email used at checkout. Your order ID is normally shown on your receipt and confirmation email.

Check spelling, grammar, names, dates, punctuation, capital letters, font choice, design choice, uploaded images and delivery address before checkout. We engrave the details supplied by you.

If you spot an error after ordering, contact support immediately. Changes may not be possible once production has started.

Many products are personalised, custom-made or made to order. Production time covers preparing, engraving, finishing, checking and packaging your item before dispatch.

Busy periods, material availability, order volume, uploaded image quality and technical issues can affect timing, so dispatch estimates are guidance unless clearly stated otherwise.

Where tracking is available, tracking details may be sent to the email address used at checkout. Please check your spam or junk folder first.

Tracking updates are supplied by the courier or postal provider, so updates can sometimes be delayed or incomplete.

Check your tracking first, then check with neighbours, household members, local collection points and the courier. If it still has not arrived, contact support with your order number, full name, checkout email, delivery address and tracking details.

Contact support as soon as possible. Include your order number, a description of the issue, clear photos of the item, photos of the packaging if damaged, and the shipping label if visible.

Depending on the issue, the solution may include a replacement, repair, partial refund or full refund.

Personalised, custom-made and made-to-order items cannot usually be cancelled, returned or refunded simply because you changed your mind, chose the wrong product, selected the wrong option, entered incorrect details or no longer want the item.

This does not affect your legal rights if the item is faulty, damaged, not as described or made incorrectly due to our error.

For non-personalised items, you may be able to return the item if you contact support within 14 days of receiving it, the item is unused, in original condition, and returned with supplied packaging, accessories or parts.

Please contact support before returning anything. For change-of-mind returns on non-personalised items, return postage is usually your responsibility unless agreed otherwise.

Prices may be displayed and charged in pounds sterling (GBP £) and/or euros (EUR €), depending on checkout currency options, your location and payment method.

Your bank, card provider or payment provider may apply its own exchange rate or extra charges if payment is made in a different currency from your account.

Orders delivered outside the United Kingdom may be subject to customs duties, import taxes, VAT, handling charges, postal charges or courier administration fees. These are set by the destination country and are not controlled by Engraved Society.

For Ireland and EU deliveries, from 1 July 2026 a €3 Customs Duty applies to each distinct item category, based on tariff heading, for goods valued at €150 or less bought from outside the EU. This duty is generally non-refundable, so check possible charges before ordering.

Personal information may be used to operate the website, process orders, manage accounts, handle guest purchases, deal with uploaded personalisation details, respond to enquiries and manage newsletter sign-ups.

For privacy questions or data protection rights, contact support@engravedsociety.com.

Use a clear, bright image with the subject visible and not cropped too tightly. Avoid blurry screenshots, dark photos and tiny low-quality files. Better image quality usually gives a cleaner engraving result.

If the design contains text, double-check that it is readable before submitting it.

Unless a product page says otherwise, keep engraved items away from excessive moisture, strong heat, harsh chemicals and rough handling. This helps protect the engraved finish and material.

Use a soft dry or lightly damp cloth where suitable. Avoid abrasive cleaners.