Frequently Asked Questions

1. How long does it take to make my order?

Each of our wooden companions is assembled and prepared with care.

Please allow 1–2 business days for production before dispatch.

If you’ve ordered a personalised Ornament or Keychain, these may take a little longer to prepare — especially during busy seasons or holidays — as we carefully assemble and personalise each one before sending it to its new home.

2. Can I cancel or change my order?

Once an order has been placed, we cannot cancel or change personalised items, as each is made specifically for you. For non-personalised items, please contact us as soon as possible at customerservice@anornament and we’ll do our best to assist.

3. Can I return a personalised item?

Because personalised Ornaments and Keychains are made especially for you, they cannot be returned or refunded unless they arrive damaged, faulty, or not as described.

If your personalised item does arrive damaged, please contact us within 7 days of delivery and include photos of the courier label and the damaged item so we can assist you quickly.

4. What if my item arrives damaged or faulty?

We carefully inspect every item before it leaves our workshop.
If your order arrives damaged or has a manufacturing fault:

Report it within 14 days of delivery (as confirmed by courier tracking).

Email us at customerservice@anornament with photos of the item and packaging.

Once verified, we’ll send a replacement or issue a full refund.

5. Do you ship internationally?

Currently, we only ship to mainland England, Scotland, and Wales.
We cannot deliver to Northern Ireland, the Channel Islands, Isle of Man, or overseas addresses at this time.

6. What shipping options are available?

Royal Mail Tracked 48: 2–4 business days after dispatch — £3.99

Royal Mail Tracked 24: 1-3 business day after dispatch — £8.99

Free delivery on orders over £50

Please note that delivery times are estimates and may vary depending on courier workload and your location.

7. How can I track my order?

Once your order is dispatched, you’ll receive a tracking number via email.

We make every effort to deliver on time, but courier ETA can fluctuate.

If your Next Day Delivery hasn’t arrived within 48 hours of dispatch, please contact us at anornament@outlook.com.

8. Do you offer gift options?

Yes! We offer:

Gift card (£1 add-on): Includes your handwritten message on a wooden card.

Free handwritten note: A small note included in your package at no extra cost.

All gift orders are packed without price details for convenience.

9. Can I personalize my order?

Yes! Most of our keychains and ornaments can be engraved with a name on a small wooden tag.
Please ensure your spelling is correct — we engrave exactly what you provide.

10. How do I care for my wooden item?

To keep your piece beautiful for years to come:

• Keep out of direct sunlight – UV rays may fade colours over time.
• Avoid extreme temperatures & humidity – Place in a cool, dry space.
  
• Handle with care – Gently dust with a soft cloth or brush. Avoid water and harsh cleaners.
  
• Protect from scratches – Acrylic paint is resilient but can mark with sharp contact.
  
• No chemicals – Keep away from alcohol or solvents to preserve the finish.

11. What if I entered the wrong name for personalisation?

We cannot change or refund personalised orders due to customer errors.
Please double-check all details before placing your order to ensure it’s exactly how you want it.

12. Can I reorder the same item?

Yes! You can place a new order at any time.

If you want the same personalised name, please re-enter the details carefully, as we cannot reuse previous engravings.