Made For You
Custom creations are shaped around individual requirements. This policy explains how approvals, production changes and cancellations are handled once a personalised or made-to-order product is discussed with THE WOODEN SIGNATURE.
Last updated: 7 August 2026
A custom or made-to-order product is a creation prepared specifically around requirements confirmed for an individual customer or order.
This may include changes or selections relating to dimensions, engraving, names, messages, logos, branding, colours, finishes, compartments, layouts, quantity, packaging or other agreed details.
Before a custom order is confirmed, we may discuss product specifications, quantity, design requirements, expected production time, pricing, shipping and any other details relevant to the order.
A quotation or discussion does not by itself confirm production. Production begins only after the required approvals, payment or advance, and order acceptance have been completed as applicable.
Customers should carefully review all information before providing final approval.
This may include:
The approved information becomes the primary reference for production.
Where a customer supplies a logo, artwork, name, photograph, message or other material for personalisation, the customer is responsible for providing the correct and usable version.
By providing such material for production, the customer represents that they have the necessary permission or rights for the requested use.
If you need to change a customisation detail, please contact us as early as possible.
Where production has not yet started, we may be able to revise the order subject to feasibility, updated pricing and any effect on the estimated production timeline.
Once material cutting, fabrication, engraving, printing, finishing, assembly or another order-specific production process has started, changes may no longer be possible.
Where a requested change can still be accommodated, it may require additional material, production time or cost. Any such revision would need to be agreed separately before proceeding.
If a cancellation request is received sufficiently early and production or customisation has not yet started, the order may be eligible for cancellation.
Where cancellation is accepted at this stage, the applicable payment or advance may be refunded, subject to any non-recoverable costs that were specifically agreed or incurred for that order.
Once production, customisation, engraving, material cutting or another order-specific process has started, personalised, customised and made-to-order products are generally not eligible for cancellation.
This is because materials, labour and production capacity may already have been committed specifically to the customer's approved requirements.
Customised, personalised and made-to-order products are generally not eligible for return or refund solely because of a change of mind after production has begun or the product has been completed according to the confirmed specifications.
This does not affect any right or remedy that cannot lawfully be excluded under applicable law.
Natural wood and handcrafted production can result in subtle variations in grain, tone, knots, texture, finish, engraving appearance and small construction details.
Minor variations that do not materially change the agreed design, specification or function are part of the individual character of a handcrafted creation.
Please also review our Visual & Craftsmanship Note.
If a custom product materially differs from the confirmed specifications because of an error attributable to us, please contact us so the issue can be reviewed.
Depending on the circumstances, an appropriate resolution may include correction, replacement or another reasonable remedy.
A custom product is not excluded from review merely because it was personalised if the product supplied is incorrect, materially inconsistent with the confirmed order, or arrives damaged in transit.
For direct-order damage or wrong-item claims, please report the issue within 48 hours of delivery and provide supporting evidence, including a continuous unboxing video where required to verify the condition in which the parcel was received.
Custom production timelines depend on the product, complexity, quantity, materials, approvals and other order-specific requirements.
An estimated completion date is intended as a reasonable production estimate and should not be treated as an absolute guarantee unless expressly confirmed otherwise.
Shipping charges and estimated delivery timelines for direct custom orders will be communicated before order confirmation.
Please review our Shipping & Delivery Policy for further information.
Nothing in this policy is intended to exclude, restrict or override rights or remedies that cannot lawfully be excluded under applicable law.
For a custom-order change, cancellation request or customisation concern, please contact us as early as possible:
This policy should be read together with our Terms & Conditions, Shipping & Delivery Policy, product information and any order-specific requirements confirmed before production.
