Got a question about any of our products, our customisation services or delivery? On this page you'll find answers to some of our most frequently asked questions, and if your question isn't answered below, you can always get in touch with us and we'll be happy to help.
Does the custom engraved lettering rub off or fade over time?
No, on wood, for example our beech chopping boards, the lasering process burns into the material, so there is no ink or paint to rub off. The engraving is sunken down slightly below the surface. The dark colour of the engraving may fade due to sunlight or repeated washing, but the physical grooves will remain.
On slate it’s a little bit different as the slate doesn’t burn down, instead the laser beam changes the colour of the surface of the slate to pale grey – again though, no paint or ink to rub off. It doesn’t penetrate the slate, so any surface wear would mean the effect degrades, but slate is pretty tough stuff!
On painted metal, such as stainless steel water bottles, the laser actually burns away the paint to expose the metal beneath, which is how the lettering is displayed. So the engraving on these is just as durable as the original finish on the bottle.
Is it OK to include a swear word in a product I want to customise?
Yes! We are not easily shocked… by all means email or call us in advance if you want to check, but everyday cursing and swearing is ok with us. We will draw the line at offensive messages involving race, sexuality and so on.
Can you put a famous logo on?
No, we won’t infringe copyrights such as football club logos or fashion brands, but there are many ways we can create a design using catchphrases or other images to give you what you want.
Can I track my order?
We don’t offer a tracked service as standard. For most deliveries, as they are small and fit through letterboxes, if they have to be signed for, we find things start to be un-delivered as people aren’t home.
Larger items may be sent with a tracked service, please contact us if you are concerned about your delivery.
Can I arrange to have a gift posted direct to the recipient?
Yes of course! If you'd like a gift delivering straight to the recipient, just enter their details in the delivery section when you place your order.
How much does standard postage cost?
The cost of postage varies according to the size and weight of the item, but is clearly shown before you finish the checkout process.
Do you offer free shipping?
Yes we do, for orders over a certain amount. You can currently get free UK mainland delivery on all orders over £25 and if you're following us on social media and have signed up to our newsletter, you may get to hear about other promotions and offers too.
How long does delivery usually take?
We aim to process orders in the 1-3 business days after receiving them, with delivery usually on a next day service.
I need my order fast. Do you provide any quick express delivery options?
You are welcome to contact us and we will do our very best to help, but we don’t offer express delivery options at checkout as all our orders have to be individually made and checked, and it’s not always possible to do this any faster than normal.
What happens if I submit a customisation order with a typo or spelling mistake in it?
Let us know immediately: if you let us know quickly and we haven’t made it, we can usually adjust it with no problems and no charge. If we have made it, we will use our discretion to see if we can help. If you only see your mistake once you receive it, it may be that we can offer to make another for you at a discount, but items cannot be amended once made and there will need to be another delivery charge.
Is your wood sustainably sourced?
We don’t use any rare or endangered woods, and in fact like to use sustainable and common woods such as bamboo, oak and beech.
Do you offer any discount codes?
Yes we do offer discount codes from time to time. You'll need to make sure that you're following us on social media and sign up to our newsletter and we’ll keep you informed of any discount codes or promotions.
Where can I sign up to your newsletter?
There’s a signup to our newsletter located at the bottom of our homepage.
Why should I shop with Custom Gift Studio?
We offer excellent quality, friendly service and lovely designs. Remember you can always visit our store at the new Chester Market and chat to us, which isn’t possible with most online sellers!
Do you have any reviews I can take a look at?
What happens if my order arrives and it’s faulty?
In the very rare event of a faulty order, where we have made a mistake or the item has arrived damaged, we will replace it for you and cover the shipping. If you have made a mistake, contact us and we will see if we can help.
Is the wood used in your Bamboo chopping boards sustainably sourced?
Yes bamboo is a very sustainable material – it grows fast and once cropped, the plant survives and regrows. Did you know that technically, bamboo is a grass and not a wood?
Can I order something and choose to pick it up from your new Chester Market studio to save on P&P?
Yes you can – just let us know that you would like to collect when you checkout. Please give us a day or two to process the order, and you are welcome to contact us to check when your order will be ready, as it depends on how busy we are at the Chester Market Studio
Do you have a physical shop I can visit?
Yes! We have an amazing studio at the New Chester Market, right in front of the Nike outlet store in carpark A. We make orders here in the studio, and have the full range on display, and helpful designers to assist you! Most orders can be made in 20-40 mins or so, perhaps rising to an hour or two in peak times like Christmas.
Do your products come in gift boxes? / Can I purchase a gift box?
We don’t have gift boxes for most products, as they are all such different shapes and sizes. We have a range of gift bags for sale in the studio, otherwise we will be offering you one of our lovely brown paper bags…