FAQs

Yes! We love bringing your unique ideas to life. If you have a specific design in mind, contact us through the Contact Us page or at info@etchnshine.com with your details, and we’ll work with you to create your perfect product.

Yes, please don’t place your order and disappear 😊

We may need to get in touch with you for feedback—especially if there are any questions about your image or customisation. We typically review orders within 4 to 12 hours after checkout, and if something needs your input, we’ll reach out via email.

If we don’t hear back within the time window provided, we’ll proceed with the order as submitted to keep things moving. In these cases, the final result becomes the customer’s responsibility—so we kindly ask that you keep an eye on your inbox just in case!

• Standard orders are processed within 1-3 business days.
• Custom and personalized items may require additional time, typically 2-5 business days, depending on the complexity of the design.
• Orders are not processed, shipped, or delivered on weekends or public holidays.

Yes, you absolutely can! If you have a particular font you’d like us to use for your custom engraving, please include that in your order notes or send us a message right after placing your order. We’ll do our best to use the exact font requested. If that font isn’t available, we’ll choose the closest possible match that suits your design.

If no font is specified, we’ll carefully select a stylish, clear font that complements your personalised engraved gift beautifully.

If no engraving layout or design style is provided, don’t worry—we’ve got it covered. Our creative team will design your engraved item in a way that fits the product’s size and purpose best, using our experience in laser engraving and custom designs. We aim to deliver a final product that looks elegant, balanced, and gift-ready, every time.

If your product arrives damaged or defective, please email us at info@etchnshine.com within 7 days of receiving your order. Include your order number, a description of the issue, and photos of the damaged item. We’ll ensure we resolve your issue promptly.

We accept major credit cards (Visa, MasterCard, American Express), PayPal, and other secure payment options available during checkout. All payments are processed securely.

If you need to cancel or make changes to your order, please contact us at info@etchnshine.com as soon as possible. If the production process hasn’t started yet, we’ll do our best to accommodate your request. However, custom orders that are already in production cannot be canceled or modified.

To maintain the appearance of your engraved items, we recommend gently wiping them with a soft, damp cloth. Avoid using abrasive cleaners or submerging them in water, especially for wooden and slate products.

For the best possible engraving, we strongly recommend uploading a high-resolution, original image file—ideally unedited and uncompressed. Images with bold lines, strong contrast, and clear definition produce the sharpest, most consistent results across all materials, especially on slate, wood, and metal.

Please note: while we lightly enhance images (e.g., removing backgrounds or adjusting contrast), we do not fully redesign, trace, or redraw custom images. If your image requires major editing to be engraving-ready, we recommend making those adjustments before uploading. Please contact us before placing your order at info@etchnshine.com.

Images that are low-resolution, lightly sketched, or lacking contrast may not engrave as expected and can appear faint or less defined—particularly on coloured or textured surfaces.

We do our best to review every image and may contact you if something seems unsuitable, but during busy periods, this may not always be possible. To avoid delays or unexpected results, please ensure the image you provide reflects your intended outcome as closely as possible.

If in doubt, feel free to reach out before placing your order—we’re always happy to guide you.

Yes, we do—and it’s part of our best practice! To ensure your photo engraving comes out crisp, clean, and visually striking, we remove backgrounds from images where possible. This helps the main subject—whether it’s a person, pet, or object—truly stand out and allows us to capture more accurate details during the engraving process.

We apply this step by default because we always strive for the highest quality engraving results. However, if you prefer to keep the original background, please let us know when placing your order—we’re happy to follow your preference.

Yes, we welcome bulk and corporate orders for events, employee gifts, or promotional items. Please reach out to us at info@etchnshine.com with your requirements, and we'll be happy to assist you.

Yes! We offer gift wrapping for an additional charge. If you'd like your order beautifully wrapped, simply select the gift wrapping option at checkout. Our elegant wrapping adds a special touch, making your engraved item perfect for gifting. 🎁

If you have specific wrapping preferences or a personalized gift message, feel free to contact us before placing your order!

Yes, in some cases.

To help showcase our products, we occasionally use AI-assisted imagery, lifestyle scenes, or digital mock-ups alongside real product photography.

Every personalised item is designed, laser cut, engraved, and quality checked by us in our UK workshop. Any AI-generated visuals are intended to illustrate how a finished product may look and never change the quality, materials, or craftsmanship of the item you receive.

Where possible, we also include photographs of the actual finished products.

Because every order is made to your specifications, slight variations in layout, spacing, wood grain, acrylic colour tones, or engraving position may occur.

Some listing images may include digital mock-ups or AI-assisted lifestyle scenes to demonstrate design possibilities, but your item will always be produced using the materials and specifications stated in the product description.

Absolutely. Every product we sell is manufactured by Etch 'N' Shine in our UK workshop using professional laser cutting and engraving equipment.

Some listing images may be AI-assisted or digitally enhanced for presentation purposes, but the physical product you receive is made from the materials and specifications described on the product page.

Launching new personalised products often means creating hundreds of possible names, colours, and design combinations before every variation can be photographed.

AI allows us to present new collections more quickly while ensuring customers can better visualise how a finished personalised product may look.

As products become available, we continually replace or supplement AI-generated imagery with photographs of real customer orders and finished products where practical.

In some cases, yes.

We may use AI-assisted tools to explore design concepts, create mock-ups, refine artwork, or help visualise personalised ideas. Every final design is reviewed and prepared by us to ensure it is suitable for laser cutting or engraving and meets the specifications of your order.

Your product is then made, assembled where applicable, and quality checked by Etch ’N’ Shine before dispatch.