If something isn't right

Personalised pieces: no cooling-off period

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, goods made to your own specification or clearly personalised are exempt from the usual 14-day right to cancel. That covers anything made from your photograph or your words — which is nearly everything we sell. Once your picture has been cut into a piece of slate, that piece of slate is no use to anybody else.

We tell you this on the product page, again when you add it to your basket, and once more at checkout, where you confirm it before paying. We would rather say it three times than have it come as a surprise.

Before it is made, you can still cancel. Orders sit in a queue, and until yours reaches the bench nothing has been cut. Email us with your order number and if we have not started, we will cancel and refund in full. It is worth asking — the answer is often yes.

Ready-made designs: the full 14 days

Our occasion stencil sets — snow, Halloween and Christmas — carry designs we drew, not yours. They are not personalised in law, so they keep the ordinary right to cancel: you have 14 days from the day they arrive to tell us you have changed your mind, and another 14 days to send them back.

You do not need a reason. Email us, or write to the address on our contact page, and say you are cancelling. We refund within 14 days of getting the goods back, including the standard postage we charged you to send them. Return postage is yours to pay unless the goods were faulty. Please keep them in a saleable condition — you may handle them as you would in a shop, but not use them.

Faulty, damaged or not as described

This applies to everything, personalised or not, and nothing above affects it. Under the Consumer Rights Act 2015 goods must be of satisfactory quality, fit for purpose and as described. If yours are not, you have 30 days from delivery to reject them for a full refund, and after that you are entitled to a repair or replacement.

• Damaged in the post. Send us a photograph of the piece and the packaging it arrived in, and we remake and reship it free. The packaging photo matters for the courier claim.
• A fault in the making. Anything crooked, cracked or not lined up — our mistake, our cost.
• Not what the preview showed. The preview is what you agreed to buy. If what arrives is meaningfully different from it, tell us and we will sort it out.

What we cannot undo

A typo in the words you typed, or a photograph you decide you do not like once it is made. The preview exists precisely so you can check both before paying, so please do read the wording back to yourself.

We will also tell you honestly, before you buy, when a photograph is going to come out bold and graphic rather than as a likeness. We never refuse the order — it is your picture and your decision — but a piece that came out the way we warned it would is not a fault.

Getting in touch

Have your order number to hand: it looks like SG-1042. For anything damaged, a photograph of the piece and its packaging saves a round of emails.

None of this affects your statutory rights. If we ever get something wrong, tell us before you go anywhere else — we would much rather remake a piece than argue about it.