Frequently Asked Questions

 
 

Oh no! I have made a mistake with my order, can i change it?

Mistakes happen and we’ll try our best to amend your order, however, on occasions we aren’t able to make any changes. This is usually because the item you’ve ordered has already gone into production.

Who will be delivering my parcel?

Most of our products are delivered by Royal Mail. If you’re in a rush and need your gift within a short space of time, please contact us as we might be able to send it next day delivery at an extra cost. However, we do need a little longer to make some of our personalised gifts

How do i return my item?

Unfortunately, we can’t accept returns of personalised gifts unless the products are faulty. If you think that you've received a faulty item, please send us an image and short description to admin@lasercarve.co.uk and we'll see how we can help.

I forgot to order one of the products I wanted! Can I add it to my order?

Unfortunately, we can’t add products to your order once it’s been confirmed, so you’ll need to create another order. If you place your next order within a short space of time to your first, we will try and dispatch the items in the same parcel, however this cannot be guaranteed.

My order has arrived broken!

We’re really sorry that your gift hasn’t arrived in one piece. We know how important it is for your gift to be in perfect condition and we’ll do our best to try and solve the problem. As we’re an online shop and don’t have a store you can go to, the quickest and easiest way for us to help with a broken/damaged gift is to see a photograph of it. Please take a photo of the gift and email it to admin@lasercarve.co.uk.

My order has arrived and there is a spelling mistake?

We’re really sorry that your gift has a spelling mistake. We know how important it is for the personalisation to be spelt correctly and we’ll do our best to get a replacement with the correct spelling sent to you. The quickest and easiest way for us to help is to see a photograph of the personalisation and spelling mistake. Please send this photograph to admin@lasercarve.co.uk. Please remember, our personalised gifts are tailor-made for you, so our machines will print exactly the message you enter. We, therefore, advise you to double check any names and messages for potential spelling mistakes. If your gift does arrive with mistakes, we cannot accept responsibility unless the fault was a result of the personalisation process. Please contact us so we can check your order to see what should have been entered originally.

I have decided to cancel my order, what shall I do?

Please phone us immediately and we’ll try to cancel your order before it is sent to our production team. Our telephone number is 07714219401 and our working hours are Monday - Friday, 08.30am - 16.30pm. We need to cancel the order within half an hour of you placing it through our website, so please phone us rather than sending an email. Unfortunately, once an order has been received by our production team we can’t cancel it.

I have emailed you but nobody has replied?

We’re sorry that you haven’t received a reply yet, we know it’s frustrating. We try to reply to emails within 48 hours and we’re sorry if it’s been longer than this. If your query is urgent, please contact us as you will get an immediate response.