Frequently Asked Questions - Get Your Queries Answered
Frequently Asked Questions
Are your products handmade?
Yes. Every item is designed, engraved, and finished by hand in the UK. No mass production, no factories churning out clones. Each piece has small variations that come from real materials and real craftsmanship — that’s the charm, not a flaw.
Where are you based?
We’re based in the United Kingdom, and all products are made here. When you buy from Original Timber Creations, you’re supporting a UK small business, not a dropship warehouse on the other side of the planet.
Can I personalise an item?
Yes — personalisation is kind of our superpower. Names, dates, messages, designs, layouts… if it can be engraved, we’ll do our best to make it happen.
Just make sure all spelling and details are correct when placing your order, as personalised items can’t be altered once engraved.
Can you create custom designs?
Absolutely. If you have an idea, reference image, or rough sketch, we can work with you to create a custom design. Custom orders may take slightly longer, but the result is something genuinely unique rather than “close enough.”
What materials do you use?
We work with natural wood, slate, acrylic, glass, and other engraving-friendly materials. Because many of these are natural, no two pieces will ever be exactly the same — grain patterns, textures, and tones vary and give each item its own character.
Are slate products suitable for outdoor use?
Yes. Our slate products are suitable for both indoor and outdoor use. Slate is naturally durable and weather-resistant, making it ideal for garden signs, memorial pieces, and outdoor décor.
How long does my order take to make?
Most orders are made and dispatched within the stated processing time on the product listing. Personalised and custom items may take a little longer, especially during busy periods. We never rush engraving — precision beats speed every time.
Do you accept returns?
Non-personalised items can be returned in line with standard return policies.
Personalised and custom-made items cannot be returned or refunded unless they arrive damaged or there is an error on our part. If something isn’t right, contact us — we’re human and we fix things.
What if my item arrives damaged?
If your order arrives damaged, message us with photos as soon as possible. We’ll sort it quickly and fairly. Things break; good customer service is how you tell who actually cares.
Will the engraving fade over time?
Laser engraving is permanent. It doesn’t peel, wash off, or fade like printing. On outdoor items, natural weathering may occur over many years, but the engraving itself is designed to last.
Do you offer bulk or business orders?
Yes. We offer bulk pricing and custom branding for businesses, events, weddings, and corporate gifts. If you need multiple items with consistent engraving, get in touch and we’ll work out the details.
How do I contact you?
Use the contact form or messaging option on the store. We respond as quickly as possible and actually read messages — no bots pretending to be people.