From our laser bench to your door.

Many Engraved Society products are personalised, custom-made or made to order. Production time covers preparing the material, engraving, finishing, checking and packaging.

Any estimate shown on a product page or during checkout is a guide rather than a guaranteed dispatch date unless expressly stated otherwise. Busy periods, order volume, material availability, image quality and technical issues can affect production.

Your expected arrival depends on both production time and the carrier’s delivery time. Delivery estimates begin after dispatch, not when the order is placed.

Unless a guaranteed service is expressly purchased and confirmed, delivery dates are estimates. Carrier delays, weather, public holidays, industrial action, customs processing and peak periods can affect arrival.

Shipping charges may depend on the destination, parcel size, product type and carrier service. The applicable amount is shown during checkout before payment.

Free standard shipping applies to orders with a total value of £30 or more before any discount coupons are applied.

You can still use coupons at checkout. However, if applying a coupon reduces your qualifying order total below £30, free standard shipping will no longer apply.

Gift cards can be used to pay for any items in your order. Free-shipping eligibility is calculated before any gift card balance is deducted, so an original qualifying order total of £30 or more will still receive free standard shipping.

Where tracking is included with the selected service, the tracking reference may be sent to the email address used at checkout after dispatch. Check your spam or junk folder if you cannot see it.

Carrier scans and tracking updates can occasionally be delayed, incomplete or added after the parcel has already started moving.

Contact us immediately with your order number and the correct address. We will try to update it, but this may not be possible after production, packing or dispatch has started.

The customer is responsible for entering a complete and accurate delivery address. Additional postage or replacement costs may apply when a parcel is returned, delayed or lost because the supplied address was incomplete or incorrect.

Check the tracking page first. A delay can occur because of carrier backlogs, severe weather, public holidays, industrial action, customs checks, remote destinations or an incomplete address.

If tracking has not updated for an unusual period, contact us with your order number and tracking reference so the shipment can be reviewed.

Review the carrier tracking and check with household members, neighbours, safe places and local collection points. Also confirm that the delivery address on the order is correct.

If the parcel still cannot be found, contact us with your order number, full name, checkout email, delivery address and tracking information. Carrier investigations can take time and may need to finish before the final outcome is confirmed.

Contact us as soon as possible and keep the item and packaging. Include your order number, a description of the damage, clear photos of the item, photos of the outer and inner packaging, and the shipping label where visible.

The available resolution will depend on the circumstances and may include a replacement, repair, partial refund or full refund.

Orders delivered outside the United Kingdom may be subject to customs duty, import VAT, local taxes, postal fees or courier administration charges. These charges are determined through the destination country’s customs and delivery processes and are not controlled by Engraved Society.

Customers should check the rules that apply in their destination before ordering. A parcel may be delayed or held until required customs information or charges have been dealt with.

From 1 July 2026, the European Union applies a temporary €3 customs duty to each different category of goods, identified by its tariff classification, in qualifying small parcels valued below €150 and entering the EU from outside the EU.

Several units in the same tariff category are generally charged once for that category, while goods in different tariff categories can create multiple €3 charges. Import VAT and carrier or postal handling charges may also apply separately.

A parcel may be returned because it was refused, unclaimed, addressed incorrectly, or because customs charges were not completed. Contact us if tracking shows that your parcel is being returned.

Any refund, replacement or redelivery will depend on the reason for return, the condition of the item, whether it was personalised, and any delivery, return or customs costs incurred.