Frequently Asked Questions (FAQ)

Welcome to the Art Engraving FAQ page! We are here to answer your questions about our personalised jewellery and custom engraving services. If you need further assistance, please contact our team in the Jewellery Quarter.

 

1. Ordering & Customisation

How long will it take to receive my order? Because every personalised pendant is custom-engraved here in the Jewellery Quarter, it takes our expert team time to perfect. Your order will be engraved, quality-checked, and shipped within 4–6 working days.

Can I cancel my order after it’s placed? Yes, you can. We offer a 24-hour cancellation window after your order is placed. Since we begin prepping custom files immediately, please contact us within this timeframe if you need to cancel your order.

Can I add a message to the back of my pendant? Yes! You can choose to add a name, date, or a sweet personal message to the reverse side of your personalised pendant to make it even more unique and sentimental.

Can I place a bulk or corporate order? Yes, we frequently accept bulk and corporate orders for engraved items like tankards, awards, and custom gifts. Please contact our support team directly to discuss details and pricing.

 

2. Shipping & Delivery

What shipping method do you use? We use Royal Mail Tracked Delivery for all orders. You will receive a tracking number as soon as your order is dispatched from our Birmingham workshop.

Do you offer free shipping? [Please insert your specific free shipping terms here, e.g., "Yes, we offer free shipping on all orders over £50."]

How can I track my order? Once shipped, you can track your order using the tracking number provided in your dispatch confirmation email on the Royal Mail website.

Do you ship internationally? We currently focus on shipping exclusively within the UK to ensure fast, reliable service and the best customer support.

 

3. Quality, Returns & Refunds

Is the photo just printed onto the pendant? Absolutely not! We never use surface printing. We use a deep, diamond-tip precision engraving technique developed over 40 years. This guarantees your photo necklace is permanent and won't fade or rub off—ever.

What if I receive a defective product? If your custom piece arrives with a manufacturing defect, we will happily replace it at no extra cost. Please contact us and refer to our Return Policy for full details.

What is your return policy? We offer a simple return process for non-personalised items. For complete details on returns, exchanges, and our 30-day guarantee against defects, please visit our Return Policy page.

When will I get my refund after returning a product? Once we receive and inspect your returned item, your refund will be processed. Refunds typically appear on your original payment method within 7 business days, depending on your bank.

 

4. Contact Information

If your question wasn't answered here, please reach out to our team in the Jewellery Quarter.

  • Email: support@artengraving.co.uk

  • Phone: 0121 236 9936

  • Customer Service Hours: Monday to Friday: 9:00 AM – 5:00 PM (GMT)

  • Location: Art Engraving, 60 Northampton Street, Birmingham, United Kingdom, B18 6DX