FAQ

How do I personalise my order?

After placing your order, simply send us an email at sales@torchandgrain.com with your personalisation details — names, dates, text, or any logo files you’d like us to use. We’ll confirm everything with you before we start making, so you can be confident it’s exactly right.

What file formats do you accept for logos or custom designs?

We work best with vector files (SVG, AI, PDF) for laser engraving, and STL files for 3D printing. Not sure what you have? Just send it over and we’ll let you know if it’ll work — we’re happy to help.

How long will my order take?

Most orders are made and dispatched within 1–3 working days. If you need something urgently, drop us a message before ordering and we’ll do our best to help.

Do you ship internationally?

Yes — we ship worldwide. Delivery times and costs will vary depending on your location and will be calculated at checkout.

What materials do you use?

We work with oak, other timbers, acrylic, leather, and metal for our laser-engraved pieces. We also offer 3D printed products in a range of materials. Oak is our favourite — it engraves beautifully and has a warmth no other material quite matches.

Can I order something completely bespoke?

Absolutely. If you have an idea that isn’t listed in our shop, get in touch at sales@torchandgrain.com and we’ll see what we can do. Bespoke commissions are very welcome.

What if there’s a problem with my order?

We take real pride in what we make, but if something arrives damaged or isn’t right, please email us at sales@torchandgrain.com with a photo and we’ll sort it out promptly.

Are you a big company?

Not at all — we’re Josh and Becky, a small family business running out of our garage workshop in Suffolk. Every order is made by us, personally.