Last updated: May 2026
At Engraving with James, every crystal is custom-prepared and engraved specifically for you. Because of the custom nature of our products, our refund and returns policy differs from standard retail stores. Please read this carefully before placing your order.
1. All Sales Are Final on Custom Items
Because each crystal is engraved to order using your personal photo, we are unable to accept returns or offer refunds simply because you changed your mind or ordered the wrong size.
2. When We Will Offer a Refund or Replacement
We stand behind our craftsmanship. You are eligible for a full refund or free replacement if:
- Your crystal arrives damaged or broken due to shipping
- The engraving contains a clear error made by James (not caused by a low-quality photo)
- Your order is significantly delayed beyond our stated processing and shipping timeframes with no resolution
3. Damaged Items
If your item arrives damaged:
- Contact us within 7 days of delivery at james@engravingwithjames.com
- Include your order number and clear photos of the damage
- We will arrange a replacement or refund at no additional cost to you
4. Photo Quality Issues
If James determines that your submitted photo may not produce a high-quality engraving, we will contact you before proceeding. If you choose to proceed with a photo we’ve flagged as low quality, we cannot guarantee the result and refunds will not be issued for quality concerns in that case.
5. Cancellations
- Orders may be cancelled within 24 hours of placement for a full refund, provided production has not yet begun.
- Once your photo has been approved and engraving has started, cancellations are not possible.
6. How to Request a Refund
Email james@engravingwithjames.com with:
- Your full name and order number
- A description of the issue
- Photos of the product if applicable
We aim to respond to all refund requests within 2 business days.
7. Contact
Questions? We’re happy to help before you order. Reach out at james@engravingwithjames.com or visit our Contact page.