Last updated: 1 September 2026
The short version
You have 30 days to return a stock item for a refund. Return postage is yours to cover. Custom and personalised pieces cannot be returned, because they were made for you and cannot be resold — but if anything arrives broken, custom included, we will put it right.
30-day returns
If a stock item is not right for you, you can return it within 30 days of delivery for a full refund of the item price.
To qualify, the item needs to be unused and in the same condition you received it, with any holder and packaging included. Slate is stone: it will not survive being posted back loose in an envelope, so please pack it as carefully as it arrived.
Return postage is paid by you, and the original shipping charge is not refunded. We would rather say that plainly than surprise you at the end.
Custom and personalised orders
Anything made to your specification — your own wording, your own artwork, a mixed set of quotes, a non-standard size or finish — cannot be returned or exchanged because you changed your mind. Once your words are engraved into a piece of slate, it is yours and nobody else’s.
Two exceptions, and they matter:
- It arrived broken or damaged. Covered, exactly as any other order is. See below.
- We got it wrong. If the engraving does not match what you approved, that is our mistake and we will remake it or refund you in full, at no cost to you.
Because custom work cannot be returned, we confirm the exact wording and layout with you in writing before anything goes on the laser. Please check it carefully — that confirmation is what we make.
If it arrives broken
Slate travels well, but not perfectly. If anything arrives cracked, chipped or damaged, tell us within 14 days of delivery and send a photo of the damage and of the packaging it came in. We will replace it or refund it, whichever you prefer.
You do not need to post broken slate back to us. Keep it, bin it, use it as a plant marker — the photo is enough.
This applies to custom pieces as well as stock ones.
A note on natural slate
Every coaster is cut from natural stone, so colour, texture, surface pattern and edge shape vary from piece to piece. Rough and chipped edges are how the material is, not a fault, and no two sets are identical to each other or to the photographs. That variation is not grounds for a damage claim — though if a piece looks wrong to you, send a photo and we will tell you honestly whether it is normal.
If we sent the wrong thing
If you received something other than what you ordered, that is on us. Get in touch and we will send the right item and cover the cost of returning the wrong one.
Cancelling before it ships
Everything is made to order, so cancellations depend on timing. Ask as soon as you can. If work has not started, we will cancel and refund in full. If a custom piece has already been engraved, we cannot cancel it — but tell us anyway and we will see what is possible.
How to start a return
Use our contact form and include your order number and what is wrong. Please do not post anything back before contacting us — we will confirm the return and give you the address.
Refunds
Once your return arrives and we have looked at it, we will email you to confirm. Approved refunds go back to your original payment method within five working days. How quickly it then appears is down to your bank or card issuer, and is usually a few days more.
For damage claims where no return is needed, we refund or dispatch the replacement as soon as we have seen your photos.
Bought from us on Etsy?
Orders placed through our Etsy shop are covered by our Etsy policies and Etsy’s own buyer protection, not this page. Please start those returns through Etsy.
Questions
If something is not covered here, ask. We are a small workshop and would much rather sort a problem out directly than have you sit with something you are unhappy with. Get in touch.