Custom & Personalised Orders


Custom & Personalised Orders

Last updated: 6 December 2025

Many of our products at Elixir Store can be personalised with custom lettering – for example, initials, names or short words. This page explains how custom orders work, what you can and can’t change, and how this affects returns.

Please read this together with our Returns & Refunds Policy, Warranty & Product Care and Terms & Conditions.

1. Custom lettering on our products

Where a product can be personalised, you will see an option on the product page to:

  • Add initials, a name or other short custom text (within the stated character limit)

  • Choose the placement and style offered for that product (e.g. front-centre, lower corner, specific font or colour where shown)

Unless stated otherwise, custom lettering is applied by printing, embossing or foiling, depending on the product.

We currently offer custom lettering on any product on our website that clearly provides the option to add personalisation on the product page.

2. Checking your custom details before checkout

You are responsible for ensuring that all personalisation details are entered correctly before you place your order, including:

  • Spelling (e.g. “Amelia” vs “Amélia”)

  • Choice of initials and order of letters

  • Use of upper/lower case letters where relevant

  • Any punctuation or symbols (if permitted on that product)

Please double-check your custom text on the product page and again in your basket before completing payment.

3. Changing or cancelling custom details (1-hour window)

We start processing personalised orders quickly to keep turnaround time as short as possible.

  • After you place a personalised order, you have a 1-hour window to request a change to the custom name or lettering only.

  • After this 1-hour period, your order is sent to our workshop and added to the queue to be custom made. At that point, the customisation cannot be changed or cancelled.

If you spot an error in your custom text:

  1. Email us immediately at support@elixirstore.co.uk

  2. Use the subject line “URGENT: Personalisation Change – Order #[your order number]”

  3. Include:

    • Your full name

    • Your order number

    • The product(s) affected

    • The correct custom text you want instead

If we receive and process your request within 1 hour of your order being placed, we will do our best to amend the custom text.
We cannot guarantee changes if the request is received after that 1-hour window has passed.

4. Lead times for personalised items

Personalised items may take slightly longer to process than non-personalised items.

  • Any additional lead time will usually be mentioned on the product page or in your order confirmation.

  • If your order contains both personalised and non-personalised items, we may ship them together once the personalised items are ready.

If you need an item by a specific date, please allow extra time and order as early as possible.

5. Returns & refunds for custom items

Because personalised items are made specifically for you, they are generally:

  • Non-returnable and non-refundable if:

    • You change your mind

    • You ordered the wrong product, colour or size

    • You entered the wrong name, initials or spelling at checkout

  • This is clearly set out in our Returns & Refunds Policy.

However, if your personalised item arrives:

  • Faulty,

  • Damaged, or

  • With a personalisation error caused by us (for example, we applied different letters to what you provided),

we will:

  • Offer a replacement free of charge, or

  • Provide a refund if a replacement is not available,

once we have received and reviewed suitable proof of the issue (e.g. clear photos or videos).

6. What counts as a “fault” on personalised items

We normally treat the following as faults/quality issues:

  • Incorrect letters, name or alignment compared with the details on your order confirmation

  • Significant defects in the custom lettering on arrival (e.g. major peeling, missing sections)

  • Damage in transit that affects the lettering or the product itself (e.g. cracked mirror, split seams)

The following are not usually considered faults:

  • Minor variations in spacing, size or placement within normal production tolerances

  • Wear or damage caused by normal use, friction, impact, heat or chemicals (see Warranty & Product Care)

  • Spelling, initials or name entered incorrectly by the customer at checkout

7. How to report an issue with a personalised item

If there is a problem with your personalised item, please contact us as soon as possible after delivery:

Email: support@elixirstore.co.uk

Include:

  • Your full name

  • Your order number

  • A description of the issue

  • Clear photos or videos showing:

    • The full product

    • The custom lettering area

    • Any fault, damage or personalisation error

We’ll review your message and let you know the next steps, in line with our Returns & Refunds Policy and Warranty & Product Care.

8. Questions about custom orders

If you’re not sure whether a product can be personalised, or you need advice on custom lettering (e.g. character limits, initials vs full name), please get in touch before ordering:

Email: support@elixirstore.co.uk

We’re happy to help you choose the best personalisation option and to make sure you’re confident in your custom text before you check out.