Frequently Asked Questions
This page answers our most asked questions. If you can't find the answer, contact us and we'll get back to you as soon as possible.
When will I get my item?
We try and get items to you as quickly as possible. We will keep you updated via email about the status of your order. You will get an email when your order is processed and when the item is posted to you.
How long it takes to get your product is made up of two things:
- Dispatch time – this is the time between you ordering the item and it being handed over to the parcel company. All items are hand made and at busy times, our dispatch times may be longer. You can find our latest dispatch times on the yellow bar at the top of the home page
- Delivery time – this is how long it takes for your item to be delivered. We usually use Evri or Royal Mail for parcels and you will receive tracking information. Delivery time is usually 2 to 4 working days from dispatch. These times are not guaranteed and may be longer if you live in Northern Ireland or more remote parts of the UK.
Who will deliver my item?
We currently use Evri or Royal Mail. We may use other carriers if necessary. You will receive tracking information with carrier details when your parcel is dispatched.
My item hasn’t arrived – what should I do?
If your parcel has not arrived and there are no tracking updates available – please contact us via email moodgeandco@yahoo.com and we will investigate.
Can I make changes to my order?
All of our products are personalised. You will not be able to cancel an order after you have placed the order via the website because we may have already started to make it.
If you need to make a change to your order after you have placed it, please contact us as soon as possible. If we have not started to make your order, we will try our best to make the change, however if we have started making your order it will not be possible to make any changes. Please check your order details carefully.
Can I get a refund?
Due to the personalised nature of the products, we do not provide refunds or replacement products unless the products are damaged or defective. See our terms and conditions for information about the quality of products.
You should contact us via email at moodgeandco@yahoo.com within 7 days of receipt of the product if it is damaged or defective. We will ask you to send us pictures of the damage or defect before processing any refund or arranging a replacement. We may ask you to return the item to us.
Can I return an item?
Due to the personalised nature of the products, we do not provide refunds or replacement products unless the products are damaged or defective. See terms and conditions for information about the quality of products.
You should contact us via email at moodgeandco@yahoo.com within 7 days of receipt of the product if it is damaged or defective. We will ask you to send us pictures of the damage or defect before processing any refund or arranging a replacement. We may ask you to return the item to us.
What payment methods can I use?
Shopify payments - most major credit and debit cards are accepted. We also accept payments via Paypal.
What is the difference between dispatch times and delivery times?
Dispatch time - this is the time between you ordering the item and it being handed over to the parcel company. All items are handmade and at busy times, our dispatch times may be longer. You can find our latest dispatch times on the yellow bar at the top of the website home page
Delivery time– this is how long it takes for your item to be delivered. We usually use Hermes or Royal Mail for parcels and you will receive tracking information. Delivery time is usually 2 to 4 working days from dispatch. These times are not guaranteed and may be longer depending on the time of year, if you live in Northern Ireland or more remote parts of the UK.
How do I upload a photo for my slate?
The photo slate product pages have instructions for uploading photo slates
Will my photo slate look exactly like my image?
We do our best to make your slates as close to the image as possible but there are lots of reasons why they might not look exactly the same.
Most products that we offer are handmade/personalised which means that there may be slight differences between the images on the website and the final product. Also, colours/designs may appear different to photographs/website images due to filters, lighting and photo editing. Different screens can also display colours differently. Please read the descriptions carefully to confirm the details of each product.
Photo-slates are made from slate. The natural surface of the slate may have natural imperfections/small lumps/surface marks that show through photos. These are not faults or defects, but part of the natural slate material. These natural imperfections do not class as damage or defects and we will not provide any refunds.
Photo quality and colours may vary slightly compared to the image due to the transfer process used.
My slate has a blemish – can I get a refund?
That depends on whether it is an actual fault or just a natural part of the slate.
Photo-slates are made from slate. The natural surface of the slate may have natural imperfections/small lumps/surface marks that show through photos. These are not faults or defects, but part of the natural slate material. These natural imperfections do not class as damage or defects and we will not provide any refunds.
Can I upload any image and text?
Yes, but you must make sure you are not breaking any copyright laws and that you own the picture or have permission to send it to us.
We reserve the right to cancel orders where we decide the image or text is inappropriate. This includes, but is not limited to, images or text that is offensive or where it breaks any copyright or trademark laws.
Can you make my order on Tiktok?
Absolutely – if you would like us to make your order on Tiktok put a note in the special instructions box on your cart page or comment on one of our Tiktok videos with your order number.
Can I put my photo slate outside?
Yes – but we can’t guarantee what will happen to it. We know that some people buy our slates as memorials for graves. It is possible that over time, the weather may affect the image.
How do I look after my photo slate?
You should wipe slates gently with a damp cloth. Don’t use any chemicals. Keep them indoors and out of direct sunlight.