Please read the following conditions carefully before placing an order for a personalised item.
By placing an order for a personalised item, you confirm that you have read, understood and agreed to these conditions.
1. Customer-Supplied Information
It is the customer's responsibility to ensure that all information supplied for personalisation is correct before submitting an order.
This includes, but is not limited to:
- Names and surnames
- Spelling
- Dates
- Numbers
- Quotes or wording
- Initials
- Colours
- Sizes
- Personalisation choices
- Any photographs or other images supplied by the customer.
Please check your information carefully before submitting your order.
Once an order has been submitted, we will use the information provided by the customer to create the item.
If an item has been correctly made according to the information supplied by the customer, but that information was incorrect, misspelled or incomplete, the item will not be considered faulty or incorrectly made by us and a refund or replacement cannot be requested on this basis.
We cannot accept responsibility for errors resulting from incorrect information supplied by the customer.
2. Proofs & Design Approval
Proofs are not generally provided, however, where a design proof is provided for approval, the customer is responsible for carefully checking the proof before giving approval to proceed.
Approval confirms that the customer is happy with the:
- Spelling
- Names
- Dates
- Wording
- Layout
- Personalisation
- General appearance of the design
Once a proof has been approved and production has commenced, changes may no longer be possible.
If the customer approves a proof containing an error, and the item is subsequently produced exactly as approved, the item will not be considered incorrectly made by us.
3. Changes After Ordering
Personalised items may enter production shortly after an order is received.
If you need to make a change to your order, please contact us as soon as possible. We will do our best to accommodate changes, but we cannot guarantee that changes will be possible once production has started.
If production has already commenced, additional costs may apply where materials, production time or other costs have already been incurred.
4. Our Responsibility for Errors
We take great care when producing personalised items. However, mistakes can occasionally happen.
If we make an error when producing your item — for example, the item does not match the personalisation details that you supplied or the approved proof — please contact us as soon as possible after receiving your order.
Where the error is confirmed to be on our side, we will, at our discretion and where reasonably possible:
Remake the item correctly and arrange for the replacement item to be shipped to you at our expense.
We will work with you to resolve the issue as quickly as reasonably possible.
Please provide photographs of the item and packaging where requested, as this may assist us in determining what went wrong.
5. Personalised Items & Returns
Because personalised items are made specifically for an individual customer, they cannot be resold to another customer.
For this reason, personalised items cannot be returned simply because the customer has changed their mind, no longer requires the item, or is unhappy with information that they themselves supplied.
This does not affect any rights you may have under applicable consumer law where an item is defective, incorrectly supplied, or otherwise does not meet the required standards.
6. Refunds
A refund will not be provided where an item has been correctly produced according to the information supplied or approved by the customer, but the customer subsequently discovers that the information they supplied was incorrect.
Examples include:
A misspelled name supplied by the customer
An incorrect date supplied by the customer
Incorrect wording supplied by the customer
The wrong size, colour or option being selected by the customer
A spelling error that was included in a proof and approved by the customer
Where an item has been incorrectly produced due to an error on our side, we will first seek to resolve the matter by remaking the item correctly.
Where a refund is appropriate, it will be handled in accordance with applicable consumer law and our refund policy.
7. Photographs & Customer-Supplied Images
Where customers supply photographs or other images for personalisation, the customer is responsible for ensuring that they have the necessary permission or rights to use the image.
We cannot guarantee that every photograph will produce an identical result to the original image.
The final appearance may vary depending on:
- Image quality
- Resolution
- Lighting
- Background
- Contrast
- The type of product
- The material being used
- The personalisation/engraving method
Where applicable, we will make reasonable adjustments to an image so that it produces the best possible result.
8. Handmade & Material Variations
Many of our products are handmade, laser-cut, engraved, printed or otherwise individually produced.
Small variations between items are therefore possible and should be expected.
These may include minor variations in:
- Colour
- Grain
- Texture
- Finish
- Positioning
- Engraving depth or appearance
Where natural materials such as wood are used, each piece may have its own unique grain, knots, markings and colour variations.
These characteristics are not considered defects and are part of the natural and/or handmade nature of the product.
9. Colour Variations
Colours shown on a screen may differ slightly from the actual colour of the finished product due to differences in monitors, mobile phones, tablets and other devices.
Where colour selection is available, we will make every reasonable effort to produce the item in the selected colour, but an exact match to an on-screen image cannot be guaranteed.
10. Personalisation & Product Size
Please carefully check the dimensions and product information provided before ordering.
Personalised designs may need to be adjusted slightly to fit the selected product.
Where necessary, we may make minor adjustments to font size, spacing or positioning to ensure that the personalisation fits appropriately and remains legible.
The overall product dimensions will remain as advertised unless otherwise agreed with the customer.
11. Production Times
Personalised items are made to order and therefore require production time.
Estimated production times are provided as a guide and may vary depending on:
The complexity of the order
The quantity ordered
Material availability
Current order volumes
Design approval times
Circumstances outside of our control
Production time and shipping/delivery time are separate.
A shipping or courier timeframe begins once the item has been completed and dispatched.
12. Delivery
Once an order has been handed over to the selected courier or postal service, delivery is outside of our direct control.
We will provide tracking information where applicable.
If an order is delayed, lost or damaged during delivery, please contact us as soon as possible so that we can assist with the relevant courier or delivery service.
Customers are responsible for ensuring that the delivery address and contact details supplied with the order are correct.
Additional delivery charges may apply where an order has to be resent due to an incorrect address or information supplied by the customer.
13. Damaged Items
Please inspect your parcel and item upon receipt.
If your item arrives damaged, please contact us as soon as possible and provide photographs of:
The item
The packaging
Any visible damage to the parcel
This will allow us to investigate the matter and determine the appropriate solution.
If it is agreed that another item should be produced and shipped due to damage from shipping. That item will be remade with the exact same information that was provided upon placing your order. No changes in personalisation will be accepted.
14. Cancellation of Personalised Orders
Because personalised items are made specifically for each customer, cancellation may not be possible once work on the order has commenced.
If you wish to cancel an order, please contact us immediately.
Where production has not yet started, we will make reasonable efforts to accommodate the cancellation.
Where production has already commenced, cancellation may not be possible.
15. Agreement
By placing an order for a personalised item, and ticking the confirmation of personalised details checbox you confirm that:
✓ I have read and understood these Personalised Items Conditions.
✓ I confirm that all information I have supplied for my personalised item is correct.
✓ I understand that I am responsible for checking spelling, names, dates, wording and other personalisation details before submitting my order.
✓ I understand that an item correctly produced according to the information I supplied cannot be considered incorrectly made because the information supplied by me was incorrect.
✓ Where a proof is provided, I understand that I am responsible for checking and approving the proof before production.
✓ I understand that personalised items cannot be returned simply because I have changed my mind or supplied incorrect information.
✓ I understand that if an error has been made by Oddsensods, we will work with together to resolve the issue and, where appropriate, Oddsensods will remake the item correctly and arrange delivery of the replacement.
By ticking the confirmation of personalised details checkbox and placing your order, you confirm your acceptance of these conditions.
Thank you for taking the time to check your details carefully — it helps us make your personalised item exactly the way you intended it to be! ❤️