FAQ's
I made a mistake on my personalisation, what should I do?
We always ask before placing an order: double-check the spelling or initials on your personalisation, because what you send is what we make! We can't change things once it's sent to the workshop, but if you spot a typo, just shoot us a message ASAP and we'll do our best to fix it before it's too late. If your masterpiece is already underway, there might be a remake fee (Boo!), but we'll help you figure out the best options.
I need to send you a message
You can use our handy contact us page or message us on Instagram
I have received a damaged item, what should I do?
Oh no! We're so sorry to hear that your gift arrived a little worse for wear. We take great care to check everything before it leaves the workshop, but sometimes things happen in transit. No worries though, just send us an email with your order number and a photo of the damage, and we'll get it sorted ASAP!
How long does it take for Ingrained Inc to create my order?
We usually craft your goodies in a speedy 1-3 days, but if you need them by a specific date, just give us a heads-up and we'll do our best to make it happen! During busy times like Christmas, it can take a bit longer, but don't worry, we'll keep you posted on social media and with alerts if we ever get a little behind.
Need it faster? Upgrade your shipping at checkout for a quicker delivery!
Why does the wood or leather I’ve received look different from the pictures shown?
Did your wood or leather arrive with a different personality than you expected? Don't worry, that's just nature's way of saying, "Surprise!" Each item is like a tiny masterpiece with its own story, thanks to the unique grain and markings. We think that's pretty awesome, and we wouldn't send anything we wouldn't love ourselves.
Do you use vegan leather?
Did you know some "vegan leathers" aren't as eco-friendly as they seem? We're all about conscious choices here, so we're taking our time to find the perfect sustainable alternative for those seeking cruelty-free options. We're exploring innovative materials like plant-based leathers that are both stylish and planet-friendly. Can't wait to introduce you to them in the near future!
Shipping & Returns
Can I change my address?
Of course! But please let us know as soon as possible. As once the item is on it's way to you then we cannot re-direct it.
How long does postage take?
It really depends on where you are in the world and time if year! However, UK posting usually 1-3 days after the item is sent. EU - 2-3 weeks, USA and rest of the world 2-4 weeks.
Christmas posting times really vary. Obviously place your order as early as you can to avoid disappointment.
Need it faster? Upgrade your shipping at checkout for a quicker delivery!
Where is my order?
We understand that waiting for your order can be exciting, and sometimes it might take a little longer than expected. If your estimated delivery date has passed and you haven't received your package, please don't hesitate to contact us. We will investigate the whereabouts of your order and assure you it's on its way. Please note that not all items are shipped with tracking, unless you opted for our express service with its built-in tracking feature.
Can I return my order?
Heads up! Once we add your personal touch to a product, it becomes one-of-a-kind, like a mini masterpiece just for you.
So, unless there's a mistake on our end, personalised items can't be returned or refunded.
However, if you have something else in mind, non-personalised goodies have a 14-day return window. Just give us a shout within that time and we'll guide you on sending it back (shipping on you, unless we agree otherwise)