Most of what we make is engraved with your own text or design, so it cannot be sold to anyone else. That is why we engrave exactly the text you give us — please check it before you order. Here is exactly what we do when something is not right.
Free remake or replacement
We remake and re-deliver your piece free of charge if:
- the engraving does not match the text you ordered,
- it arrives damaged or broken, or
- you received the wrong item.
Send us a photo of the piece and the parcel on WhatsApp or by email within 7 days of delivery, with your order number. You do not need to post anything back unless we ask. If possible, check the parcel in front of the delivery person and photograph any damage straight away.
Personalised items
Personalised pieces cannot be returned for a change of mind, a different size or a spelling mistake that was in the text you gave us. If you are unsure, ask us on WhatsApp before your order goes into production — changes are free until then.
Ready-made items
Items that are not engraved for you (their page says “Ready to ship as shown”) can be returned within 7 days of delivery if they are unused and in their original packaging. Contact us first; you pay the return delivery, and we refund the item price once it reaches us.
Refunds
You get a full refund of what you paid if:
- you cancel a made-to-order piece before it goes into production,
- we cannot make your design, or we decline it,
- a ready-made item is out of stock after you paid, or
- a remake is not possible for a problem covered above.
Refunds go back to the same bKash or Nagad number you paid from, within 7 working days of us agreeing the refund. We send you the transaction ID of the refund. Any charge bKash or Nagad deducts for sending is paid by us.
Refused or undelivered orders
If an order is refused at the door, or the courier cannot reach you after several attempts, the parcel comes back to us. The delivery charge paid in advance is not refunded, because the courier has already been paid. For a personalised piece the rest of an advance payment is not refunded either, since the piece cannot be resold — but we will gladly send it again if you pay the delivery charge once more.
Looking after your piece
Wear and tear, scratches from daily use, and the natural darkening of brass are not defects. The engraving itself is cut into the metal and does not fade.
Questions
Call or WhatsApp us on +880 1712 345678, email [email protected], or use the contact form. We are open Sat–Thu, 10am–8pm.