Why we can't take change-of-mind returns

Every piece carries one specific person's name and is made only after you order. A returned mug that says “Michael — 28 Years” can't be sold to anyone else, so we can't resell it and we don't restock it.

That's the trade-off of made-to-order. What it buys you is that nothing is mass-produced and every order gets read by a person before it's made.

Change or cancel: 12 hours

Spotted a typo, wrong date or wrong address? Message us within 12 hours of ordering and we'll fix it or cancel it in full, no questions.

How to report a problem

1. Take a photo One clear photo of the problem is enough. If it's a print error, include the text so we can compare it with your order.
2. Email us within 30 days of delivery Send it to support@sipengrave.com with your order number, or use the contact form.
3. We reply within one business day No return shipping label, no forms to fill in. We don't ask you to send anything back.
4. Replacement or refund — your call A replacement goes into production the same day we confirm. A refund goes back to your original payment method.

Deadlines at a glance

Refund timing after we process it depends on your bank or card issuer, not on us.

Parcel marked delivered but missing

Check with neighbours and around the property first — carriers sometimes scan a parcel an hour or two before it's actually dropped.

Still nothing after 48 hours? Contact us and we'll open a claim with the carrier. If it doesn't turn up, we remake it.

If we cancel your order

Rarely, we may have to cancel — a stock issue, or personalization text we can't print for legal reasons. If that happens you get a full refund, and we email you before anything is charged or made.