Month: October 2018

When do you take payment?

Credit/Debit Card payments are taken at the point of despatch of your order.

Do you pass my details on to any third parties?

We do not pass on your details to anyone else for marketing purposes. We respect your privacy and will only contact you in the course of our business e.g. during the course of an order’s progress through our systems.

For more information, please see our Privacy Policy.

How secure will my payment details be when I have given them to you?

We use Stripe for credit and debit card payments. Stripe has been audited by an independent PCI Qualified Security Assessor (QSA) and is certified as a PCI Level 1 Service Provider. This is the most stringent level of certification available in the payments industry.

I want to do regular business with you. Why can’t I have an account?

We are no longer opening credit accounts for customers. We believe that the age of extended credit is disappearing. We pay for goods up to 4 months in advance of receiving them. We then store those goods on our shelves before they are sold. To then offer extended credit is an expense which we feel is unwarranted.

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I have sent you an order – can I add to it?

Yes, you can add, amend or remove plain (blank) glass items from an order until we have sent you an e-mail indicating that the order is ‘being packed’.

For Engraved or Printed orders, you can do the same until we start engraving or printing. We will then send you an e-mail indicating that this is proceeding.

If you are paying by via a BACS you may find that amendments or additions are not possible because the order has already entered our accounting system. Under these circumstances please contact us and we will usually be able to change your order.

Can I place an order for plain (blank) glass and have it held waiting for me to add to it?

No, but you can create a new order and not send it to us. It will appear in your list of open orders. You can add, amend or remove items. We don’t act on any order until it is sent to us.

You can add to an order until it is ‘scheduled’.

If you are paying by via a BACS you may find that amendments or additions are not possible because the order has already entered our accounting system. Under these circumstances please contact us and we will usually be able to change your order.

Will I get updates on my order?

Our website automatically updates you at every stage your order reaches in our system. Ask for our Website Information Sheet and you will gain valuable knowledge about this powerful business tool.

Is there a Maximum order limit – how much can you handle?

No, there is no maximum, although current stock levels, lead times on supplier’s deliveries and your own lead time are all factors in determining the viability of an order. Let’s talk about your requirements – we will not take an order on and then let you down (short of war or pestilence!).

The item is a gift for my spouse. What steps will you take to ensure he/she does not know about the gift?

Make a note on your order and we will exercise absolute discretion if we need to ‘phone.

What if I want to cancel or change my order?

You can log in to your account and change any order up to the time you receive an email saying ‘Order Scheduled’. After that time, you need to ‘phone to change your order. After engraving or printing has been completed, we regret that we cannot refund, as per Regulation 13C of the Distance Selling Regulations 2000.

How can I see which sales are paid and which are not, or if they are part paid?

Please telephone or email Carl and ask for a Statement of your account. Please note that currently, we are not opening new credit accounts for customers.

How do I know which Invoice No. correlates to which sale?

The Sale Number appears on each Invoice.

How do I know when I will receive my order?

At time of ordering you will be able to enter your ‘Required By’ date. That date is the date by which you should receive your order. If your order is on a 24 hour service it will be sent the previous working day to your ‘Required By’ date. If your order is on a 48 hour service we will send it out 2 days prior to your ‘Required By’ date. Please note that we use ParcelForce who do not Guarantee their service.

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I only want words engraved. Why do you ‘strongly suggest’ that a design is required as well?

Words alone engraved on glass look very ‘bland’. A Design ‘lifts’ the words and makes for a better impression. Even a Scroll underneath the words will enhance the engraving.

Can you engrave in more than one place on an item?

Yes, more often than not, we can. Tablets look best when engraved on both back and front surfaces – text on the front and design on the back. Solid blocks of glass/crystal reflect images and text when engraved on more than one side – on the base too!

Your website says Logo + 12 words. Can I have extra words?

Yes, we will engrave additional words for a small extra charge and our ordering service will calculate this for you. This is providing the piece/s you select are large enough to take the additional engraving.

I would like to have some colour in the engraving (for a Ruby or Silver Anniversary for instance)

Yes, we can infill the engraving with colour. We offer Gold (Bright or Dark), Silver, Red, Light Blue, Dark Blue, Green, Yellow, White and Black. We can also mix colours to achieve your needs. Note that we cannot work to Pantone colours, due to the translucency of glass.

Will you add to an Existing Engraving?

Yes, if the existing engraving comes up to our standards and there is sufficient space.

Will you engrave my own glass?

Yes, but we do make a surcharge to our engraving costs. You will find it less expensive to select from our extensive range.

How long does it take to produce an order?

We quote 10 working days by default, but can usually supply within 3 working days. If an even faster service is required, our engravers will work overtime and we charge an additional £ 10 or 10% whichever is the greater. Just tell us the Required By Date on your order and we will do the rest.

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What format do you require for our own Engraving or Printing artwork?

An EPS file is ideal. A high quality TIFF or JPG file is okay. We also support GIF, AI, CDR and PSD. 100% Black against a 100% White background (no colours or greys).

I have not got a Black and White drawing of my artwork – will colour do?

Sorry, no. We do offer to redraw artwork to a high standard and will quote upon sight. Please note that we do retain copyright of any artwork we prepare and will not forward it to you, even if you have paid us to prepare it.

What format do you require my Photo-engraving or Graphic in?

We need a high quality colour or B&W PDF, JPG, GIF, TIFF, or PSD file. Note that photo-engraving works best with ‘strong’ photographs with plenty of contrast. The engraved item shows best against a black background, lighted from above. We will not engrave photographs copyrighted by a third party.

Do you provide Proofs?

If you would like a Proof prior to engraving, please indicate this on the order form. You will receive your proof shortly before we start the engraving process and your order will be held up while we wait for your approval.

What are Pantone Colours?

These are colour/shade specific to a standard industry numbering system. Each shade/colour has its own number – and there are different numbers for printing the colour onto matte or glossy papers too! Due to the translucency of glass, we cannot work to Pantone Colours.

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In the event that I receive something from you, which is broken, or I consider defective, what do I do?

We require photographic evidence to either claim from our carriers or for training purposes. We will refund or replace upon receiving photographs. In the event you receive a damaged item, please also comment on the quantity and state of the packaging. We do not replace Printed products (but we do Refund) due to the logistics of setting up equipment to produce one or two items. Note that we receive very few problems of this nature. We do pack very carefully and our engravers are highly skilled.

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