Answers to common questions about Mason Design orders. Contact info@masons.design if you need help.
Orders and personalisation
How do I personalise my order?
Enter your chosen engraving in the personalisation field on the product page. Check spelling carefully before placing the order.
Can I request a special design?
Yes. Contact us before ordering to discuss what is possible.
Will I receive a preview?
We do not automatically send previews for most items. Ask us before production begins if you need one.
Shipping and delivery
How long will it take?
Personalised orders are usually dispatched within 5–7 working days. UK standard delivery is estimated at 2–3 working days after dispatch. These are estimates; see Shipping & Returns.
Do you ship internationally?
International delivery is not currently available online.
How is my order packed?
We wrap items securely to protect them during delivery.
Returns and cancellations
Can I return a personalised item?
Goods made to your specifications or clearly personalised are generally excluded from the change-of-mind cancellation right. Your rights for faulty, damaged or misdescribed goods still apply.
What if my item arrives damaged?
Contact info@masons.design with your order number and, if available, photos. There is no 48-hour limit on your statutory rights.
Can I cancel an order?
For non-personalised goods ordered online, you can usually notify us within 14 days after receipt and return them within a further 14 days. For a clearly personalised item, contact us promptly; we may be able to cancel before production starts. Read the full Refunds & Cancellations policy.
Payments
What payment methods are available?
The methods available to you are shown at checkout.
Still have a question? Contact us.
