Frequently asked questions
How much does delivery cost and when will I receive my item?
Our delivery information can be found on our delivery page
How do I track my order?
You will receive an email from the courier with tracking information. For UK orders next day delivery is with DPD, express service is with Royal Mail and is usually 1 to 3 working days. Standard delivery is also with Royal Mail and is normally between 5 and 10 working days. For International Orders there is a choice of express or standard delivery options, transit times vary based on location.
Will my order take longer if I would like it engraved?
No, not at all. We do all our personalisation in house, so express and next day orders are dispatched on the same day for all orders placed before 2pm GMT.
What’s the cut off point for next day delivery?
All orders placed before 2pm will be despatched on the same day. Please select Next Day Delivery at checkout.
How do I change the engraving on an order I have placed?
Please contact us as soon as possible and we may have time to change it, if it has not already been processed or dispatched.
My message doesn’t fit on the engraving preview – how do I fit more characters?
We select the most appropriate character limit to give the best possible result but if you need a little more room we may be able to help. Please use the NEED HELP box below to contact us, with details of the item you want and the message you’d like engraved and we’ll be able to let you know if it’s possible.
Can you engrave a logo?
Yes we can, we will need your logo in an eps or ai file format. There is a small set up fee starting at £25 to arrange this. Please email us with the product you’d like and your logo, and the number of products you would like – we will contact you to discuss. For more information please visit our corporate sales page
How do I return a product?
For information on returns please visit our returns and warranties page
I saw something on the website but it’s gone now, do you still sell it?
If an item is out of stock it won’t show on our website. You may be seeing it on a webpage that’s been stored in your browsing history. If you need advice or can’t locate a product please use the contact form below. If you would like to pre order a product then please contact us below.
My order is being delivered as a gift, will they receive a copy of the invoice?
When the billing address and delivery address are different the invoice will not show the price. If you are buying for someone at the same address as the billing address the invoice will be included within the delivery box.
I still need to talk to someone
Absolutely, we are based in the regency town of Cheltenham Spa and our phone lines are open from 9am until 5pm, Monday to Friday. You can contact us below or use the chat function on our store. Or call us on +44 0344 5678 365 and we’ll be happy to help you.
Farrar & Tanner
25 Lansdown Estate