Returns & Refunds
We make each piece by hand and we want you to be glad you ordered it. Here is exactly where you stand.
Returns are handled in the US
Returns and exchanges for US customers are processed through our New Jersey facility. You will never need to ship anything internationally.
Always covered, no questions asked
We replace or refund in full, and you never pay return postage, if:
- The item arrives damaged
- There is a manufacturing fault
- The engraving does not match the text you approved in the preview
- You receive the wrong item
- The parcel is confirmed lost in transit
For damage, please send a photograph of the item and the packaging within 7 days of delivery. It takes you two minutes and lets us claim against the carrier.
Personalized items and change of mind
Because each compass is engraved specifically for you, personalized items cannot be returned or exchanged simply because you have changed your mind. An engraved name cannot be resold to anyone else.
This is why the live preview exists. Please read your text carefully before ordering — check spelling, dates, and the exact placement of every character. What you approve in the preview is what we cut into the brass. We do not correct spelling, alter wording or change punctuation, because we cannot know whether an unusual spelling is a mistake or the way someone's name is actually spelt.
Engraving errors that originate in the text you submitted are not covered. Engraving errors that originate with us are covered completely.
Non-personalized items
Unengraved items may be returned within 30 days of delivery for a full refund, provided they are unused and in the original packaging. Return postage is at your cost unless the item was faulty.
Cancelling an order
You can cancel free of charge at any point before production begins — usually within a few hours of ordering. Once we have cut the engraving the piece cannot be undone, so cancellation is no longer possible. Contact us as soon as possible and we will do what we can.
How to start a return
Email us with your order number and, where relevant, photographs. We reply within one business day with instructions. Please do not send anything back before contacting us, as we cannot process unannounced returns.
Refunds
Approved refunds are issued to the original payment method within 5–7 business days of approval, or of us receiving the returned item where a return is required. Your bank may take a further few days to show it.
Your statutory rights
Nothing in this policy limits your rights under applicable consumer protection law in your country.