Terms of service

Last updated: 23 August 2026

About these terms

These terms apply to purchases from Etched Essence Ltd through the Shopify store. Separate or additional terms may apply to live engraving, corporate work, the Digital Wedding Portal, ETCHŌ and the Voice & Photo Guestbook. Where a quotation, booking agreement or service-specific term conflicts with these store terms, the more specific agreed term applies.

Orders and contract formation

Submitting an order is an offer to purchase. An automated acknowledgement does not necessarily mean that we have accepted the order. A contract is formed when we confirm acceptance, begin the agreed work or dispatch the product. We may decline or cancel an order where a product is unavailable, information is incomplete, pricing is clearly incorrect, the request is unlawful or unsuitable, or we cannot safely produce the design. Any payment taken for a declined order will be refunded.

Personalisation and proofs

Provide complete and accurate names, dates, wording, dimensions and instructions.

Check spelling, punctuation and dates before submitting the order.

Supply clear, usable photographs, handwriting, artwork or logos and respond promptly if a replacement file is requested.

Review any proof carefully. Approval authorises us to proceed with the displayed layout and information.

Minor positioning or scale adjustments may be needed to suit the product and engraving area without changing the approved substance of the design.

Rights to supplied material

You confirm that you own, or have permission to use, all recordings, photographs, handwriting, signatures, logos, artwork, text and other material you provide. You give us a limited permission to copy, adapt and process that material only as needed to quote for, design, produce, deliver and support your order. Do not submit unlawful, infringing, abusive or harmful content. We may refuse unsuitable material.

Prices and payment

Prices are shown in pounds sterling and include or exclude taxes as indicated at checkout. Delivery charges are shown before payment. Payment must be authorised before production or fulfilment unless we agree written credit or staged-payment terms. Bespoke quotations are valid for the period stated in the quotation.

Products and materials

We aim to describe products accurately. Screen colours, natural materials and supplier batches may vary. Wood grain, slate edges and texture differences are part of the material and are not defects. Dimensions are approximate unless expressly guaranteed.

Production, delivery and collection

Production and delivery estimates are not guarantees unless we expressly agree a fixed deadline in writing. You must provide a complete delivery address and arrange safe receipt. Risk passes on delivery or collection, while ownership passes after full payment. See the Shipping Policy for more information.

Cancellations, returns and problems

The Return and Refund Policy forms part of these terms. Personalised goods cannot normally be cancelled or returned for change of mind once production begins, but statutory rights for faulty, damaged, incorrect or misdescribed goods remain unaffected.

ETCHŌ and digital services

Access links and codes are for the intended recipient or authorised users. You must not interfere with the service, attempt unauthorised access or upload content without permission. Availability commitments, event access windows, download periods and storage terms shown for the specific service form part of your order. Internet, device and third-party platform availability can affect access. We will use reasonable care to provide the agreed service and address faults within our control.

Liability

Nothing in these terms excludes liability that cannot lawfully be excluded, including liability for death or personal injury caused by negligence, fraud, or statutory consumer rights. Subject to that, we are not responsible for losses that were not reasonably foreseeable when the contract was made, business losses suffered by a consumer, or delays outside our reasonable control. If you purchase wholly for business purposes, any additional quotation or business terms may limit liability differently.

Events outside our control

We are not responsible for delay or failure caused by events beyond our reasonable control, including carrier disruption, severe weather, power or internet failure, equipment breakdown despite reasonable maintenance, supplier failure, illness, venue restrictions or emergency events. We will contact you and take reasonable steps to reduce the effect.

Governing law

These terms are governed by the law of England and Wales. Consumers retain any mandatory rights to bring proceedings in the part of the United Kingdom where they live.

Contact

Etched Essence Ltd, 72 Glenridding Drive, Barrow-in-Furness, Cumbria, LA14 4PB. Company number 17108026. Email info@etched-essence.co.uk.