We want your experience with Masons Design to be as smooth and enjoyable as possible. Below you’ll find answers to some of the most common questions our customers ask. If you can’t find what you’re looking for, please don’t hesitate to contact us.
Orders & Personalisation
Q: How do I personalise my order?
A: On each product page, you’ll find a personalisation box where you can enter the names, dates, or messages you’d like engraved. Some products also offer font or layout options.
Q: Can I request something not shown on the website?
A: Yes! If you have a special request, simply reach out through our contact form or email us at info@masons.design and we’ll be happy to discuss your idea.
Q: Will I see a preview of my personalisation?
A: For most items, we don’t provide previews automatically, but we can send one on request before production begins.
Shipping & Delivery
Q: How long will my order take to arrive?
A: Most personalised orders are handcrafted and dispatched within 5–7 working days. Standard delivery usually takes 2–3 days after dispatch.
Q: Do you offer international shipping?
A: At the moment, we ship within the UK. International delivery options will be available soon — sign up for our newsletter to be notified.
Q: How is my order packaged?
A: All items are carefully wrapped and securely packaged to arrive in perfect condition. Many products are gift-ready, so you can send them directly to a loved one.
Returns & Cancellations
Q: Can I return a personalised item?
A: Because personalised items are made especially for you, we can only accept returns if the item is faulty or incorrect.
Q: What if my item arrives damaged?
A: Please contact us within 48 hours of delivery with photos, and we’ll arrange a replacement or refund as quickly as possible.
Q: Can I cancel my order?
A: Orders can be cancelled within 24 hours of purchase. After this time, work may have already begun, and cancellations may not be possible for personalised items.
Payments & Security
Q: What payment methods do you accept?
A: We accept all major debit/credit cards, PayPal, and secure online payments through our checkout.
Q: Is shopping on your website safe?
A: Yes. Our website uses secure, encrypted payment systems to keep your information protected at all times.
Still Have a Question?
If you didn’t find the answer you were looking for, please don’t hesitate to contact us here. We’ll be happy to help.
