FAQs
Got a question we haven't answered here? Just drop us an email — we're happy to help.
Shipping & Delivery
How much does shipping cost?
We offer free shipping on all UK orders. International shipping is a flat rate of £15.
How long will it take for my order to arrive?
For UK orders, delivery usually takes 1–2 business days after dispatch. International orders can take 3–7 business days, depending on your location and customs clearance.
What shipping methods are available?
We ship all orders using Royal Mail Tracked services, and you'll receive a tracking number as soon as your order is dispatched. If you'd prefer a different courier, feel free to get in touch and we'll do our best to accommodate.
Do you ship internationally? Will there be customs delays or import taxes?
Yes, we ship worldwide to most international destinations. International shipping is a flat rate of £15. Please note that customs processing times and import regulations vary by country. While many parcels arrive without any delays, some may be held for inspection or subject to import duties or local taxes, which are the responsibility of the recipient.
All orders are shipped via Royal Mail with tracking number.
If you're ordering for a special occasion or gifting deadline, please leave a note at checkout, we'll do our best to prioritise your order and dispatch it as quickly as possible.
Can I track my order?
Yes! Please check Royal Mail tracking page.
Do you offer local pickup at Portobello Market?
Yes, we do! Just leave a note at checkout, and we'll have your order ready for collection at our Portobello Road stall, open every Saturday from 9am to 5pm. For more information please check here.
Can I choose a specific delivery date?
Yes, absolutely. If you have a preferred delivery date, please let us know after placing your order. We'll do our best to prepare and dispatch your item in time to meet your request.
How long does processing take before my order is shipped?
We aim to prepare your order within 1 business day. Once it's ready, we'll send you a photo of the engraved product for your approval. As soon as we receive your confirmation, we'll dispatch your item.
Returns & Exchanges
How can I return a product?
If you're not fully satisfied, you can return personalised or non-personalised items within 14 days of receiving them. Please contact us to arrange a return or exchange.
Can I return or exchange a personalised item?
Yes, we accept returns or exchanges on personalised items, as long as you contact us within 14 days of delivery. The item must be returned in its original condition. Please note that return shipping may apply unless the item arrived damaged or incorrect.
My item arrived damaged or incorrect. What should I do?
Please contact us within 14 days of receiving your order with a photo of the issue. We'll arrange a replacement or refund right away.
Do I have to pay for return shipping?
UK Orders: Customers are responsible for paying the return postage cost. Returns must be sent via Royal Mail with tracking.
International Orders: Customers are responsible for paying the return postage cost.
- If your order arrived via DHL, please return the item via DHL Express with tracking.
- If your order was delivered via your local postal service (e.g. USPS, Canada Post, La Poste), please return the item using the same government postal service with tracking, as they work directly with Royal Mail in the UK.
Once the item is dispatched, please email the tracking number to info@dollondco.com. Please note: any customs clearance charges when returning the item to the UK will be deducted from your refund.
Once we receive the returned item, your refund will be processed within 1 working day.
Returns Address:
Dollond London LTD
Magenta Self Storage
16 Stirling Road
W3 8DJ
London
UK
How do I request a return or exchange?
Please email us at info@dollondco.com with your order number and let us know tracking number of the parcel.
When will I receive my refund?
Refunds are processed within 1 business days of receiving the returned item. It may take a few extra days to appear on your statement, depending on your bank or payment method.
Can I return an item bought at your Portobello Road stall?
Yes, just bring your item back to the stall on any Saturday, or contact us by email and we'll guide you through the process.
Payment
What payment methods do you accept?
We accept all major debit and credit cards, including Visa, Mastercard, American Express, and Maestro. You can also pay using Apple Pay, Google Pay, and Shop Pay for a faster checkout experience.
Is it safe to enter my payment details on your website?
Our website is powered by Shopify and uses industry standard SSL encryption to keep your information safe. All payments are securely processed through Shopify's encrypted checkout system, ensuring your details remain private and protected.
Can I pay by bank transfer or cash on collection?
We only accept online payments placed directly through our website.
Will I receive an order confirmation?
Yes, once your payment is successful, you'll receive a confirmation email with your order details.
Ordering
How do I place an order?
You can easily place an order by selecting your item, choosing your engraving preferences, and adding it to your cart. At checkout, fill in your details and complete your purchase using our secure payment system.
Can I cancel or change my order?
We work quickly to get orders ready, especially personalised ones. If you need to make a change or cancel, please contact us as soon as possible.
Do I need an account to place an order?
No, you don't need an account to order. You can check out as a guest, but creating an account makes it easier to track orders, save your preferences, and reorder in the future.
Personalisation
Can I choose the font for engraving?
Yes! We offer 10 different font styles. You can select your preferred font from the dropdown menu on the product page before checkout. If you have any other font you would like to use please let us know.
Can I engrave on both sides of the item?
Absolutely. Most of our products can be engraved on the front, inside and back. You'll see engraving side options listed on the product page.
How do I send my engraving details?
You can enter your engraving text directly in the text box provided on the product page. If you have any special instructions, feel free to leave a note at checkout or email us after placing your order.
Can I include symbols or special characters in my engraving?
In most cases, yes. Hearts, stars, and ampersands (&) are all fine. If you have something specific in mind, just drop us a message and we'll confirm if it's possible.
Is there a character limit for engraving?
Yes, due to space limitations, most items can hold around 50-70 characters per side. If you're unsure, just message us and we'll check if your text will fit nicely.
What if I make a mistake in my engraving details?
If you spot an error after ordering, please get in touch immediately. If the engraving hasn't started, we'll be able to correct it for you.
Can I request a custom design or logo to be engraved?
Yes, custom engravings (such as logos, handwriting or signatures) are possible on most items. Please upload the file on the product page and we will confirm once we get the design.
Do you offer different engraving positions?
Yes, depending on the product. Common positions include the front, back and inside of the product. Each product page lists the available engraving areas.