Frequently Asked Questions
We know personalised and handmade products can raise a few questions, so we’ve answered the most common ones below.
Forth Craft & Designs is a small family-run business based in Bo’ness, Scotland. We design, engrave, print and finish our products in our own workshop, so every order is handled with care.
How long will my order take?
Most of our products are handmade or personalised to order, so they are not usually ready to post immediately.
Production times vary depending on the product and how busy we are, particularly around Christmas, Mother’s Day, Father’s Day and the wedding season.
Please check the estimated dispatch time shown on the product page before ordering.
Once your order has been dispatched, you will receive a confirmation email.
Can I request a faster turnaround?
Possibly.
Please contact us before ordering if you need an item by a particular date. We will always be honest about whether we can complete it in time.
Placing an order without checking first does not guarantee that we can meet a shorter deadline.
How much is delivery?
Delivery charges are calculated at checkout and depend on the size, weight and number of items ordered.
We charge delivery separately rather than hiding the postage cost inside every product price. This means customers ordering several items are not charged the full postage cost repeatedly.
How will my order be sent?
Most orders are sent using Royal Mail or another suitable UK delivery service.
Larger, heavier or higher-value orders may be sent by courier.
Delivery estimates begin from the date of dispatch, not the date the order was placed.
Can I collect my order?
Local collection may be available from our workshop in Bo’ness.
Please contact us before ordering so we can confirm whether collection is possible for your item and arrange a suitable time.
Our workshop is not a walk-in shop, so all collections must be arranged in advance.
Where are your products made?
Our personalised wooden products, engraved gifts and many of our printed items are designed and made in our own workshop in Bo’ness, Scotland.
We use laser cutters, engraving equipment and specialist printing equipment, but every product still involves hands-on preparation, finishing, checking and packaging.
Some products may use components or blanks supplied by specialist manufacturers. Where relevant, this will be explained in the product description.
Are all products exactly the same as the photographs?
Not always.
Wood is a natural material, so the grain, colour, markings and engraving depth can vary from piece to piece.
Printed colours can also appear slightly different depending on screen settings, lighting and the material being printed.
Small differences are part of the character of handmade products and are not normally considered faults.
How do I provide personalisation details?
Personalisation boxes are available on the relevant product pages.
Please enter names, dates, messages and other details exactly as you want them to appear.
Check all spelling, capital letters, punctuation and dates carefully before placing your order. We usually copy the details exactly as supplied.
For more complicated personalised products, we may contact you by email after your order has been placed.
Will I receive a design proof?
A proof is only provided when stated in the product description or when we believe clarification is necessary.
Some personalised products are straightforward and are made using the details entered at checkout without a separate proof.
Where a proof is supplied, production will not begin until you approve it.
Delays in replying may delay your order.
What happens if I make a spelling mistake?
Please contact us as quickly as possible.
We may be able to correct the details if production has not started. Once an item has been engraved, printed or cut, it may be too late to make changes.
Personalised items made using details entered incorrectly by the customer cannot normally be replaced free of charge.
Can you create a custom design?
Yes, depending on the product and our workload.
We are happy to consider custom wording, layouts, team gifts, wedding items, memorial pieces and other personalised ideas.
Please contact us with as much information as possible, including:
- The type of item you would like
- The wording or details required
- Your preferred size
- The quantity needed
- The date you need it by
- Any photographs or examples that may help
Custom work may involve an additional design charge.
Can you make team, club or bulk orders?
Yes.
We regularly create personalised products for football teams, clubs, workplaces, weddings and events.
Please contact us before ordering larger quantities. We can discuss the design, production time and whether a bulk price is available.
What quality should my photograph be?
Please use the clearest, highest-quality original photograph available.
Screenshots, heavily cropped pictures, images downloaded from social media and photographs sent through messaging apps may have reduced quality.
Bright, sharp images usually produce the best results.
Very dark, blurry or low-resolution photographs may not print clearly. We may contact you if we believe the supplied image is unsuitable.
Can you improve or edit my photograph?
Basic cropping and small adjustments may be possible, depending on the product.
We cannot always repair badly blurred, damaged or extremely low-resolution photographs.
If significant restoration or editing is required, an additional charge may apply.
Can personalised items be returned?
Personalised and custom-made products cannot normally be returned simply because you have changed your mind.
This does not affect your rights if an item arrives damaged, faulty or significantly different from what was ordered.
Please contact us as soon as possible if there is a problem.
What should I do if my order arrives damaged?
Please contact us promptly and include:
- Your order number
- A description of the problem
- Clear photographs of the item
- Photographs of the packaging
Please keep the item and packaging until we have reviewed the issue.
We will work with you to arrange an appropriate solution.
What if my order has not arrived?
Please check the dispatch confirmation and allow the estimated delivery time to pass.
Delivery delays can occasionally happen, particularly during busy seasonal periods or due to disruption within the postal network.
If your order is significantly overdue, contact us with your order number and we will investigate.
Can I cancel my order?
Contact us as soon as possible.
If we have not started making or personalising the item, cancellation may be possible.
Once work has begun on a personalised or custom-made product, cancellation may no longer be available.
Are your products suitable for outdoor use?
Only when the product description specifically states that they are suitable for outdoor use.
Many wooden and printed products are designed for indoor display. Exposure to rain, direct sunlight, damp conditions or extreme temperatures may damage them.
Please contact us before ordering if you are unsure.
Are your products toys?
Unless clearly stated otherwise, our products are decorative items and are not toys.
Items containing small parts, cords, magnets or breakable materials should be kept away from babies and young children.
Do you sell gift vouchers?
Please contact us to check current availability.
How can I contact you?
The best way to reach us is through the contact form on our website.
Please include your order number when contacting us about an existing order.
As we are a small business working in the workshop, we may not always be able to reply immediately, but we will respond as soon as we can.