Help Centre
How can we help?
Everything you need to know about ordering with Etchfy — delivery, returns, FAQs, and order tracking, all in one place.
Shipping & Delivery
Everything at Etchfy is made to order, so your delivery window is production time plus postage. Here's how it all breaks down.
Production Time
Your item is engraved after your order is confirmed — nothing sits pre-made on a shelf. Current production time is [X–X working days]. We'll flag any changes to this prominently during busy periods.
Standard Delivery
We dispatch via [Carrier], with delivery estimated at [X–X working days] from dispatch. You'll get a shipping confirmation with a tracking link once your order is on its way.
Need It Sooner?
Express options may be available at checkout. If you're working to a specific date — a birthday, a wedding, a handover — drop us a message before ordering and we'll let you know what's possible.
| Service | Estimated Delivery | Cost | Tracking |
|---|---|---|---|
| Standard (UK) | [X–X working days after dispatch] | [£X.XX / Free over £XX] | Yes |
| Express (UK) | [Next working day after dispatch] | [£X.XX] | Yes |
| International | [X–X working days] | [Calculated at checkout] | Yes |
Bulk & trade orders: Lead times for business orders vary by quantity and product. Visit the Lead Times page or request a quote for a timeline specific to your project.
Busy periods: Production times can extend around peak seasons — Christmas and Valentine's Day in particular. We'll flag this on the site when it applies. We'd always rather be upfront about timelines than leave you guessing.
Returns & Refunds
Because everything we make is personalised, our returns policy works a little differently to a standard shop. We think that's fair — here's exactly how it works.
Personalised Items
Custom-engraved products are made to your specification, so we can't accept returns or offer refunds for a change of mind. Please take a moment to double-check names, dates, and wording before you place your order.
Faulty or Incorrect Items
If something arrives damaged, defective, or not as described — we'll put it right, no question. Contact us within [X days] of receiving your order and we'll arrange a replacement or refund.
Spotted a Mistake?
If you've made an error in your personalisation, get in touch as soon as possible. If your order hasn't entered production yet, we'll do our best to amend it. Once engraving has started, changes may not be possible.
How to report a problem
-
Contact us within [X days] of delivery
Message us via the Contact page with your order number and a brief description of the issue. The more detail, the faster we can help.
-
Send us a photo if you can
A clear image of the item — and the packaging, if it arrived damaged — helps us assess the problem quickly and get things moving.
-
We'll confirm next steps
We aim to respond within [X working days]. Depending on the issue, we'll offer a replacement, a correction, or a refund — whichever is most appropriate.
Non-personalised items: Any non-custom products follow standard consumer returns rights. You have [14 days] from delivery to notify us of a return, and a further [14 days] to send the item back. Items must be unused and in their original condition. Return postage is at the buyer's expense unless the item is faulty.
Frequently Asked Questions
The questions we hear most often. If yours isn't covered here, the Contact page is always open — we genuinely don't mind.
Can I see a proof before my order is engraved?
[Update based on your process — e.g. "For standard text orders, engraving follows exactly what you enter at checkout, so we don't send a separate proof. If you've submitted a logo or custom artwork, we'll share a digital proof for your sign-off before anything is engraved."]
What file formats do you accept for logos or custom artwork?
Vector files work best — .SVG, .AI, or .EPS are ideal. A high-resolution .PNG (300dpi minimum) with a transparent background is also fine for most projects.
Not sure if your file will work? Upload it via the design upload page or send it over and we'll take a look before you commit to an order.
What if I'm not happy with how the engraving looks?
If the finished item doesn't match what was agreed at checkout or on your approved proof, get in touch and we'll sort it out. That said, engraving is a physical process — slight natural variation in depth or tone can occur, and these aren't considered faults.
If you're unsure how a font or layout will look before you order, just ask. We'd rather answer a question upfront than deal with disappointment after.
Do you offer gift wrapping or a gift message option?
[Update with your own offering — e.g. "We offer gift-ready packaging on selected products, and you can add a personalised gift message at checkout. We'll include it as a printed card with your order — no price information is included in the parcel."]
Can I place a bulk or trade order?
Absolutely — bulk and business orders are a big part of what we do. Pricing scales with quantity and we're set up to handle everything from small runs to larger ongoing contracts.
Head to the Business Engraving section for more detail, or submit a trade enquiry and we'll come back to you with a tailored quote.
I've spotted a typo in my personalisation — what do I do?
Contact us as soon as you can via the Contact page with your order number. If your item hasn't gone into production yet, we'll amend it at no extra charge. Once engraving has started we may not be able to make changes — so the sooner you reach out, the better the chance we can fix it.
Do you ship internationally?
[Update based on your offering — e.g. "Yes, we ship to most countries. International postage costs and estimated delivery times are calculated at checkout. Please be aware that import duties or taxes may apply depending on your location — these are the buyer's responsibility and aren't something we're able to predict or cover."]
Can I request a font that's not in your standard selection?
Sometimes, yes. If you have a specific font in mind that isn't listed, get in touch before ordering and we'll let you know if it's workable. It depends on the font file, licensing, and how cleanly it engraves on the material you've chosen — some fonts that look great on screen don't translate well to laser engraving.
Are your products suitable for outdoor use?
[Update per product — e.g. "Slate is naturally weather-resistant and holds up well in sheltered outdoor settings. For fully exposed environments, we'd recommend getting in touch before ordering so we can advise on the most suitable material and finish for your situation."]
Tracking Your Order
Here's what happens to your order from the moment you place it to the moment it arrives.
-
Order confirmed
You'll get a confirmation email straight away. Keep hold of it — it has your order number, which we'll need if you ever get in touch about your order.
-
In production
Your item enters our production queue and is engraved to order. We don't send updates during this stage, but if you'd like a progress check you're welcome to drop us a message — we'll always be honest about where things are at.
-
Dispatched
Once your order ships, you'll receive a dispatch email with your tracking number and a direct link to follow your parcel. Tracking updates can take a few hours to appear after dispatch, so don't panic if it doesn't update immediately.
-
Delivered
Your order arrives. If you're not in when delivery is attempted, your carrier will leave instructions for redelivery or collection — check the tracking link for options.
No dispatch email? Check your spam or junk folder first. Still nothing? Get in touch with your order number and we'll track it down for you.
Bulk and trade orders may be dispatched via a different carrier depending on volume and destination. Tracking details will be included in your dispatch confirmation as standard.
My order is late — what now?
If your expected delivery date has passed, give it one additional working day before getting in touch — carriers occasionally run behind and tracking doesn't always update in real time. After that, contact us with your order number and we'll chase it on your behalf.
Still got a question?
We're a small team and we try to respond to every message personally — no bots, no ticket queues.