Frequently asked questions

We only work with customers who are ready to commit. Please only proceed to contact us if you are serious about placing an order. Tentative inquiries or time wasters can significantly delay and impact our workflow. When you’re ready to proceed, please email or message us with your requirements. If you have artwork to provide or need us to create new designs, then please attach your files to that email or message. During business hours, a member of our team will contact you directly to manage your order. We will review your requirements, provide guidance, confirm timelines, and carefully check your artwork to ensure accuracy and quality. Once all details are agreed, you will receive an electronic proof (‘e-proof’) showing your design on a digital mockup of your selected items. This is your opportunity to approve the artwork or request adjustments. Approval of the e-proof confirms your satisfaction with the design, pricing, and timelines. Any changes to costs will only occur if you modify quantities or specifications, and only with your explicit approval. Production will not begin until you have approved the e-proof, and your order will only be confirmed and invoiced once you are happy to commit. By approving the e-proof, you accept full responsibility for the design, layout, content, and specifications, ensuring a smooth process and timely delivery.

All of our items are bespoke and made to order. Orders must be placed by email and will be confirmed subject to stock availability of materials. Once we have agreed on artwork and order amount, you will receive a pro-forma invoice stating the terms and total bill due for payment. Once that payment clears, the order will go into production. Please note: Your order is not final until we confirm it by email. If certain materials are unavailable, we will contact you to discuss alternatives before proceeding.

Certainly, we can post out a sample of an item which you are considering. The sample will likely be something we have already produced with another logo or brand on it, but it will give you an idea of quality etc. We do reserve the right to refuse to send samples as we may not have free stock at the time of your request, but we do try our best to send them out if we have it spare.

We aim for full transparency with all customers, so we'll go into the artwork setup costs and the reasons why it's in place. When you send us your artwork, the first step is reviewing the file to make sure it’s in the correct format (e.g. JPEG, PNG, PDF, AI, SVG) and shape for engraving. If it’s not already laser-ready, we will need to convert and edit it so the design will engrave properly. An artwork setup fee is a one-time charge that covers the process of preparing a customer’s logo, design, or text so it’s ready for professional engraving. If the file is not in a laser-ready format or if it's designed in a way that would not fit correctly/cohesively onto the product without additional editing and graphics design work, then it often needs conversion and editing. Sometimes you may not have the correct file, and we may need to extract your artwork from your website or social media pages (which is actually very common so please don't worry if this is the case with your order). In this instance, your artwork would need to be extracted, upscaled, traced, edited and so on, which again is very time consuming. Our artwork setup & graphics design process can be anything from image extraction, tracing, bitmap conversion, upscaling, colour alteration, re-editing the art/image so that the art can fit onto the product in a cohesive way, or many other various processes so that we can get the best possible result for you. You may even require us to design something for you, which again, takes a lot of time. Once the artwork is prepared, we place it on a digital mock-up of your item to confirm the size, placement, and orientation. When needed, we’ll send you a proof so you can see how it will look before engraving. Finally, we set up the engraving machine by importing the artwork into our software, adjusting the settings for the specific material, and running test engravings when necessary to guarantee quality, we actually use some material at our own costs before committing to your final production run. We charge a one-time setup fee because as you can see, this process takes time and care. Depending on the file, setup can take anywhere from 20 minutes to over an hour. It also requires specialised software and tools. Each project is customised to your item, so it isn’t as simple as pressing a print button. This step ensures that your finished product comes out clean, precise, and professional. The good news is, once your artwork is set up, we can usually reuse it for future orders without charging another setup fee. There may be times when the fee isn’t needed, or occasions when a higher fee is required. It just depends on the logo, artwork, and the overall time it will take due to its complexity. We will discuss the setup requirements and costs with you once we review your artwork, we won't just add a fee to your bill without discussing it with you first. The minimum fee is £15, and it is capped at £40.

You can send your artwork by email or upload it through our online chat. If you're using text instead of a logo, simply specify the text requirements in your email/order. Please note that different products require different processes, and the type of artwork you supply must align with the specific process being used. Refer to the guide below to ensure your artwork is submitted in the appropriate format. We accept: ​ Vector Files (.eps, .pdf, .ai etc) Raster (Pixel-Based) Files (.png, .jpg, .tiff) ​ It’s essential that your vector files are: • Properly constructed. If the file is poorly constructed (e.g., text not outlined, open paths), then the software will not read the file properly. • Does not include effects (gradients, transparencies) as they aren’t always readable by the engraving software. ​ If you cannot provide an acceptable Vector file, then please send a Raster file. In many cases, we will need to upscale your Raster file to ensure a better resolution & smoother image quality however only so much can be done to improve the quality of your image. We will discuss this with you before committing to the order. ​ If you do not have a vector, raster or logo at all, then please discuss this with us as we may be able to help.

Except in the case of an exact reorder, the customer shall receive an electronic proof (‘e-proof’) of the item for review prior to production. We will not proceed until you have approved the design and item. By providing approval of the e-proof, the customer represents and warrants that they have reviewed and accepted all aspects of the design, layout, and content, and acknowledges that Dids Designs shall bear no liability for any errors, omissions, or defects in the items once production has commenced. Approval of the e-proof constitutes the customer’s full and final authorisation to proceed with production.

By providing us with artwork for engraving, you represent and warrant that you own, or have obtained all necessary rights, licenses, and permissions to use, reproduce, and distribute the artwork. You agree to fully indemnify, defend, and hold Dids Designs and its affiliates harmless from any and all claims, damages, losses, or expenses, including legal fees, arising from the use of the submitted artwork, including any alleged infringement of third-party intellectual property rights. Dids Designs shall have no liability for any claims resulting from artwork provided by you.

The delivery cost for your item will be added to the order total once we have finalised your order and you are ready to purchase. We use Royal Mail Tracked 48 for shipping. Important: If multiple delivery attempts are missed and your order is returned to us, an additional postage fee will be required before we can resend it. For the best delivery updates, please provide a mobile number (not a landline) in your order details. This allows the courier to send you SMS notifications with instructions and options. At present, we only take orders and deliver within mainland UK. We will always use either signed for or tracked postage and delivery, and prices can vary.

You can cancel your order anytime before it goes into production. However, once your items have gone into production and been engraved with your logo, cancellations are no longer possible. If you need to make any changes, please let us know asap. You will receive an order confirmation and date for your production run once the funds clear, so if you need to amend or cancel your order then you'll need to do so before the date of your production run. Personalised Items: As our personalised products are bespoke and made to order, we aim to offer a fair returns policy: If your item has been engraved incorrectly compared to the details you provided, we will replace it at no extra cost. If your item has been engraved exactly as specified in your order, we regret that we cannot offer a refund or exchange. How to Return an Item To arrange a return, please contact us first via contact@didsdesigns.co.uk or call 07902 974362 to discuss your options. We also advise sending us images or the item and the reasons for return. This can be sent over WhatsApp. When you return your item, please include your name and order number inside the parcel. We strongly recommend obtaining proof of postage, as we cannot be held responsible for lost or damaged items. Please note, postage costs are non-refundable. Refunds will only be issued to the original payment method. If you have paid using online banking transfer, then please provide us with your account details so we can process your refund. Faulty Items If you believe your item is faulty, then we will need to review your items to asses the fault. Please email or WhatsApp a photo and a brief description of what you believe to be faulty to contact@didsdesigns.co.uk or WhatsApp 07902 974362 for us to review. This must be done within 30 days of receiving it for a full refund as per consumer law. Once reviewed and we agree to look into things further, we will arrange a collection of the item using Royal Mail. It's essential that you are at the collection location and do not miss the courier. We will discuss all options with you. As our items are personalised, bespoke and custom-made for you, we therefore do not have a cooling off period or accept order cancellations after the items have gone into production, so please be sure that you are happy to commit to your order before you pay for the product and shipping, as the item will go into production relatively quickly. This policy does not affect your statutory rights.

Subject to stock and scheduling, we aim to add your order to our production schedule within one working day of receiving payment. Depending on material availability, it may take 3–7 working days to create your item, as we may need to order materials to complete your order. Before you confirm your purchase, we will discuss stock levels, turnaround times, and delivery estimates with you. Please note that all dates provided are estimates only and cannot be guaranteed, as external factors may impact production and delivery schedules. Once dispatched, you will receive a text or email from Royal Mail Tracked 48 with your delivery details.