Personalised products
Our products are made to order using the photographs, names, dates and wording you provide. You confirm that you have the right to use any photograph, recording or written detail you send us, and that it does not infringe the rights of any third party. You grant COAZEN permission to use that material only to produce, personalise and deliver your order. We will not use your photographs for advertising or marketing without your separate permission.
We email you to confirm your details before production begins. If we do not hear from you within 48 hours of that email, and we have everything we need to make your piece, we treat the details you submitted as confirmed and begin production. Once production has started, the order cannot be cancelled, returned or refunded for reasons other than a quality issue. See our Returns and refunds policy for the terms that apply.
Because each piece is made and finished by hand, slight variations in colour, tone and detail between pieces are normal and are not defects.
Before production begins
When you place an order we email you to confirm the details we will use: your reference photographs, the spelling of names, dates and wording, and the size or finish you selected.
If you would like to change a detail, or cancel your order, reply to that email within 48 hours. Before production begins we can usually adjust or stop an order.
If we do not hear from you within 48 hours of that email, and we have everything we need to make your piece, we treat the details you submitted as confirmed and begin production on schedule. Orders are not cancelled or refunded for a late reply.
If something essential is missing, for example a usable photograph or the wording you would like, we cannot begin. In that case your order stays in our queue and we will contact you again; it is not cancelled.
Read our Returns and refunds policy, Terms of Service and Privacy Policy for the full terms that apply to your order.