Frequently Asked Questions
Orders and returns
What artwork can I add to a decanter?
We welcome all challenges in terms of artwork that can be added. Usually this translates to military badges or company logos, but we have had our fair share of photographs, including group shots and even pets!
How long will it take?
Once your order has been received, our studio team prepare your artwork for the design file needed for the ISR machines. This process can take a couple days.
Once created, your order will go into production, and cancelling your order or making changes is not possible. Please make sure your design is perfect before submitting your order.
Production can then take up to 10 days before your order is dispatched, although we endeavour to get it to you a lot quicker.
Do you offer returns or refunds?
We have a 30-day return policy on non-personalised items. Unfortunately, personalised or engraved products can only be returned if they are delivered faulty or damaged. See more on this page
Where is my order? Can I track my order?
We send tracking numbers once your order is shipped. When we hand over your order to the courier, it is unfortunately out of our hands, and we can't make them go any faster!
