STONLIF Custom & Engraved Items Policy

Last updated: May 9, 2026

Many of our customers choose to engrave or personalise an urn — adding a name, dates, a short message, or a custom design. This policy explains how custom and engraved orders work, how long they take, and what you can expect.

What Counts as Customised

For the purposes of this policy, a customised or personalised piece includes any urn with:

• An engraved name, date, or inscription.
• A custom finish, colour, or design not offered as standard.
• Any modification made to your specification.

If you have not explicitly requested customisation, your order is treated as a standard piece and follows our normal Refund & Returns Policy.

Approval Before Production

Before any engraving or customisation work begins, we will send you a confirmation of:

• The exact text or design you have requested.
• The placement on the urn.
• The font or style (where applicable).
• The expected lead time.

We do not begin work until you confirm the details by email. Once you confirm, the piece is yours.

This protects you from production errors and protects us from disputes over what was agreed.

Lead Times

Customised and engraved pieces add 7 to 10 business days to the standard processing time:

• In-stock piece + engraving: dispatched in approximately 9 to 12 business days from confirmation.
• Out-of-stock piece + engraving: dispatched in approximately 21 to 30 business days from order.

If you have an urgent timing need — for example, a service in less than two weeks — please mention this clearly when you reach out. We will tell you honestly whether engraving is possible in your timeframe.

Final Sale

Customised and engraved pieces are final sale and cannot be returned for refund or exchange, except in the following situations:

• Our error — we engraved the wrong text, used the wrong font, or made a clear finishing error. We will remake the piece free of charge.
• Damage in transit — handled under the standard damage policy in our Refund & Returns Policy.

If we make a mistake on a personalised piece, email us within 7 days of delivery with photos of the issue. We will remake the urn at no cost to you.

Cancellation Window

You may cancel a custom or engraved order without charge before we begin the personalisation work. Once engraving has started, cancellation is no longer possible because the piece can no longer be sold to another customer.

To cancel an order before personalisation begins, email us at contact@stonlif.com as soon as possible.

What We Cannot Engrave

We are happy to engrave most personal inscriptions. We cannot engrave content that is:

• Offensive, hateful, or illegal.
• Protected by copyright or trademark belonging to others.
• Anything that, in our judgement, would not honour the dignity of a memorial piece.

We will let you know before production if any part of your requested inscription falls into one of these categories, and we will work with you on alternatives.

Contact

For any custom or engraving question:

• Email: contact@stonlif.com

We respond within 2 business days.

One quiet thought to close on.

Most policies read like a wall the customer must climb over. Ours are written so the customer never feels the wall is there — just the steady, fair, dignified hand of a brand that has thought carefully about how to behave when something goes wrong.

— STONLIF —

Starting of New Life.