Ordering terms

Who you are buying from

In Memory Plaques is the memorial plaque range of Engrave Express.

Contact us at paul@engraveexpress.co.uk. We are not VAT registered, so our prices do not include a separately charged VAT amount.

Products and materials

Each plaque is made to order using the size, colour, fixing and wording choices shown during personalisation. Product pages describe the material, dimensions and included items. Colours and scale can appear slightly different on screens, but this does not affect your right to receive an item matching its description.

How a direct order is formed

1. Choose a product and check the live proof, spelling, dates, size, finish and fixing options.
2. Review the complete price, including delivery and any optional priority-production charge.
3. Submit payment securely through Stripe.
4. Your order is accepted when payment is confirmed and the website displays your order confirmation.

The confirmation page gives an order reference and these terms remain available to view, print or save. If payment is not confirmed, no order is formed.

Personalisation and proof approval

The proof shown at checkout is the production layout for the wording and options you provide. Please correct any error before paying. By approving it, you confirm that the spelling, names, dates, layout, size, finish and fixing choices are correct.

Contact us immediately if you notice a mistake after ordering. If production has not begun, we will tell you whether the order can still be changed or cancelled. Once manufacture has started, a change may not be possible and could require a replacement order.

Prices, payment and priority production

The total price, standard postage and the optional £8.99 priority-production upgrade are shown before secure checkout. Priority production moves an approved plaque forward in the workshop queue; it does not provide faster postage. Payments are processed by Stripe.

Production and UK delivery

We currently deliver direct website orders to UK addresses only. Most plaques are dispatched within 2–3 working days after approval. At busy times, production may take 5–7 working days. Delivery time starts after dispatch and depends on the delivery service selected at checkout.

Unless a different time has been agreed with you, we will deliver within 30 days of accepting your order. Please contact us promptly if an order is delayed so we can investigate.

Cancellations and personalised goods

Because the plaque is made to your specifications and is clearly personalised, the usual change-of-mind cancellation right for distance purchases does not normally apply. Contact us immediately if you need help; if production has not begun, we will confirm what change or cancellation is still possible.

This exception does not affect your legal rights if an item is faulty, damaged, not as described or not supplied.

Faults, damage and problems with delivery

If your plaque arrives damaged, is faulty or does not match the approved order, contact us with your order reference and a clear description of the problem. Photographs are helpful where practical. We will investigate and provide the repair, replacement, refund or other remedy required by your statutory rights.

If a parcel has not arrived when expected, contact us so that we can check the tracking and delivery position.

Customer wording and artwork

You confirm that you are entitled to use the wording, image or artwork you supply and that it does not infringe another person’s rights or contain unlawful material. We may decline content that we reasonably believe is unlawful, abusive or unsuitable for production and will explain the next step.

Separate Etsy orders

Etsy purchases, payments and Etsy designer links use a separate marketplace workflow. The order information and policies displayed on Etsy apply to those purchases.

Your statutory rights and our responsibility

Nothing in these terms excludes rights or remedies that cannot legally be excluded, or liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation. We are responsible for foreseeable loss caused by our breach of these terms, but not for business losses arising from a consumer purchase.

Questions and complaints

Email paul@engraveexpress.co.uk with your order reference and the outcome you are seeking. We will review the details and respond as soon as reasonably possible.