FAQ Help Center
Have a question? We’re here to help! Browse our frequently asked questions below, or get in touch if you need more information.
Warranty Program
Yes! We stand behind the quality of our handmade items. If your product has a manufacturing defect, please contact us within 30 days of receipt and we’ll be happy to repair, replace, or refund your item.
Our warranty covers manufacturing defects and faults in materials or workmanship. This includes issues like broken components on 3D printed items, faulty engraving, or material defects that weren’t caused by normal wear and tear.
The warranty doesn’t cover damage from accidents, misuse, normal wear and tear, or personalisation errors caused by incorrect information provided during ordering.
Simply email us at help@taviandmoor.co.uk with your order number, photos of the issue, and a brief description. We’ll respond within 2 working days and arrange a solution.
Yes! However, please double-check your personalisation details before ordering, as we can’t replace items if you’ve provided incorrect information. We will, however, replace any item with printing or engraving errors caused by us.
Can’t find an answer?
No problem! Get in touch and we’ll be happy to help.
Email: hello@tavicrafts.co.uk
Response time: We aim to reply within 24 hours (weekdays)
Returns & Exchanges
We want you to love your purchase! Non-personalised items can be returned within 14 days of receipt for a full refund, provided they’re unused and in original condition.
Unfortunately, personalised items cannot be returned unless they’re faulty or we’ve made an error. Please review your personalisation carefully before ordering.
Contact us at returns@taviandmoor.co.uk with your order number and reason for return. We’ll provide return instructions and our address. Please package items securely and consider using tracked postage.
For change-of-mind returns, customers cover return postage costs. If the item is faulty or we’ve made an error, we’ll cover all return costs and send a prepaid label.
Yes! If you’d like a different colour or size (for non-personalised items), contact us to arrange an exchange. Subject to availability.
Refunds are processed within 5 working days of receiving your returned item. Please allow 5-10 working days for the refund to appear in your account.
Please contact us immediately with photos of the damage and packaging. We’ll arrange a replacement or full refund at no cost to you.
Shipping & Recent Orders
We currently ship throughout the UK. International shipping may be available for certain items—please contact us to enquire.
UK shipping costs £1 per item, however we offer free UK shipping on orders over £50.
Standard UK delivery takes 3-5 working days. During busy periods (Christmas, Valentine’s Day), please allow up to 7 working days. Personalised items may require additional processing time.
Yes! If you have selected tracked post, once your order ships, you’ll receive an email with tracking details so you can follow your parcel’s journey.
Most couriers will leave a card with redelivery instructions. Alternatively, you can often redirect parcels to a neighbour or local collection point via the courier’s website.