Breakages and Errors

While we take great care in packing, our products are fragile and damage can occasionally occur in transit.

If your order arrives damaged, please contact us as soon as possible. If you are able to, please take photographs of the damage and email them to sales@balwalk.com.
Once received, we will arrange collection where possible and organise a replacement.

Engraving Errors

Statuettes

Please check your engraving carefully before submitting, as text will be engraved exactly as entered.

If an error has been made:

If you are happy to replace the plate yourself, we will send a replacement free of charge
Alternatively, we can arrange collection and replace the plate for you. This will incur a charge of £20 + VAT to cover courier costs

Crystal & Bottles

We want you to be completely satisfied with your order. If there are any defects in the engraving or the crystal itself, please contact us and we will arrange a replacement.

Please note that the bottles we engrave are supplied by distributors and may contain minor imperfections in the glass, such as small bubbles or lines. These are normal and not considered faults.

If an error appears on an approved engraving template, it cannot be corrected once engraved and the item will need to be remade. In these cases, we can offer a discount on a replacement - please contact us to discuss.

Repairs Advice

Please note that we can only offer repairs or advice on statues made by us. If the statue does not have one of our stickers on the base, it will have been produced by another company. As different manufacturers use different techniques, we are unable to repair items not made by us.

Please also be aware that for older statues, repairs may not always be possible depending on their condition.