Returns & Care
Our Promise to You
Every Hamilton-Wilsher piece is made to order, crafted specifically for you. Please read our policy carefully before placing your order.
Last updated: September 2026
Made-to-order items
All of our products — coasters, placemats and keyrings — are made to order. This means we begin crafting your piece as soon as your order is confirmed. As a result, we are unable to accept returns or offer refunds on made-to-order items simply because you have changed your mind.
We strongly encourage you to review your colour and design selections carefully before completing your purchase. If you have any questions about a product before ordering, please email us at Sales@hamilton-wilsher.co.uk and we will be happy to help.
Damaged or faulty items
If your order arrives damaged or with a manufacturing fault, we will make it right. Please contact us within 14 days of receiving your order at Sales@hamilton-wilsher.co.uk with your order number and clear photographs of the damage or fault.
We will assess your claim and, where the fault is confirmed, offer either a replacement piece at no additional cost or a full refund — whichever you prefer. We aim to respond to all damage and fault claims within 2 working days.
Incorrect orders
If we have made your piece incorrectly — wrong colour, wrong design, or wrong product — please contact us within 14 days of delivery. We will remake and reship your order at no cost to you.
Please note that we craft each piece exactly as specified at checkout. If the error is due to a mistake in your order details, we may not be able to offer a free remake, but we will always do our best to find a fair resolution.
Cancellations
Because production begins promptly after your order is placed, cancellations can only be accepted within 1 hour of purchase. After this window, your piece will already be in production and we are unable to cancel or refund the order.
To request a cancellation within the 1-hour window, please email Sales@hamilton-wilsher.co.uk immediately with your order number and the subject line 'Cancellation Request'.
Your statutory rights
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015. If a product is faulty, not as described, or not fit for purpose, you are entitled to a repair, replacement, or refund.
For more information about your rights, visit the Citizens Advice website or contact your local Trading Standards office.
A note on natural materials
Natural Wood Grain
Each piece of wood has its own unique knots, grain structure, and natural colour shifts. These are characteristics of real wood, not imperfections.
Varnish Absorption
Different cuts of wood absorb finish at different rates, which can result in subtle variation in sheen and tone across pieces.
Screen & Lighting Variations
Colours and tones may appear slightly different in person compared to product photography, due to screen calibration and lighting conditions.
Uniqueness
No two pieces are ever identical. Every item is made to order, meaning yours will be genuinely one of a kind.
Product care guide
Product care guide
Follow these simple guidelines to keep your Hamilton-Wilsher piece looking its best.
Keep it dry
Avoid prolonged exposure to water or moisture. Wipe spills promptly with a dry cloth — do not soak or submerge.
Clean gently
Use a soft, dry or lightly damp cloth to clean. Avoid abrasive cloths, scouring pads, or harsh chemical cleaners.
Avoid direct heat
Do not place very hot items directly onto the product surface.
Store carefully
If storing your pieces, keep them flat and away from direct sunlight, which can cause the product to fade or warp over time.
Not dishwasher safe
Do not put your Hamilton-Wilsher piece in the dishwasher. The heat, steam, and detergents will damage the finish and the inlay. Hand wipe only.
Choking hazard
Some products contain small parts. Not suitable for children under 3 years of age.
What to know
Product-Specific Details
Important information specific to each product type — so you know exactly what you're getting.
Keyrings
- Each keyring is 3D printed and finished with a laser-engraved wood inlay insert.
- The wood inlay is natural and may show variation in grain and tone — no two are identical.
- Keyrings are attached with a swivel clasp and split ring for easy, secure everyday use.
- Dimensions: approximately 10 cm in length including the chain, 5 cm wide, and 0.6 cm height. Weight: approximately 14 g.
- Choking hazard — not suitable for children under 3 years due to small parts.
Placemats
- Each placemat is 3D printed with a laser-engraved wood inlay design on the face.
- Placemats are sold as a set of 4, each featuring a different design from the chosen theme.
- Dimensions: approximately 25 cm × 25 cm, 0.5 cm height. Weight: approximately 111 g per individual placemat.
- The wood inlay is natural and will vary in grain and tone between pieces.
- Wipe clean with a damp cloth; do not submerge in water or place in a dishwasher.
- Not intended for use as a chopping board or direct heat mat.
- Not intended for direct contact with food. Although the varnish used is food safe, the 3D-printed surface contains micro gaps that can harbour bacteria over time if not cleaned and cared for correctly.
Coasters & Holder
- Each coaster is 3D printed with a laser-engraved wood inlay design on the face.
- Coasters are sold as a set of 4, each featuring a different design from the chosen theme.
- The matching holder is 3D printed to the same colour as the coasters and keeps the set neatly together.
- Dimensions: approximately 12 cm × 12 cm with a height of 3 cm including the holder. Weight: approximately 214 g for the full set.
- The wood inlay is natural — grain and tone will vary slightly between pieces, making each set unique.
- Suitable for use with a hot mug/cup and cold drinks; wipe clean with a damp cloth.
- Not intended for use as a direct heat mat.
Still have a question?
We're a small team and we take every order seriously. If something isn't right, get in touch and we'll do our best to sort it.
Email usSales@hamilton-wilsher.co.uk