Frequently Asked Questions

About Our Products

What materials do you use?

We work with ceramic, slate and wood, depending on the product.

Each product listing includes specific information about the materials used.

How do I care for my items?

We recommend hand washing products with mild soap and warm water. Avoid soaking and do not use abrasive cleaners.

Our inks are designed for long-lasting results when the piece is cared for as recommended.

Please check the individual product listing for any additional care instructions.

Personalised Handwriting

How do I order a handwritten item?

Select your chosen personalised product and upload your handwriting image using the upload box on the product page.

If you are unable to upload your image, you can email it to pachasprints@gmail.com.

Please include:

• Your full name
• Your order number
• Any important personalisation or customisation details

Can I use a photograph instead of a scan?

Yes. A clear photograph taken in natural daylight works perfectly.

For the best results, please make sure the handwriting is:

• Sharp and in focus
• Well lit
• Easy to read
• Photographed with the paper as straight as possible

What you send us is what we work from, so the clearer the original image, the better the final result.

What are the best image tips?

For the best quality result, please provide a clear, well-lit photograph of your handwriting.

Please avoid:

• Blurry or dark photographs
• Shadows across the writing
• Very dark or heavily patterned backgrounds
• Covering any part of the handwriting
• Objects placed over the image
• Heavily lined or patterned paper where possible

Don't worry about cropping the image or removing unwanted areas yourself. We can do this for you.

Can you remove unwanted words or marks?

Yes. We can usually crop or isolate specific handwriting where needed.

Please avoid scribbling over unwanted text, as this can make the editing process more difficult and may slightly delay your order.

Can I use old cards or letters?

Absolutely. Older cards, letters and handwritten notes can make particularly meaningful keepsakes.

Please make sure the handwriting is still clear and easy to photograph.

How many handwriting samples can I use?

Unless otherwise stated on the product listing, each item includes 1–2 handwriting images.

Additional handwriting or text may incur a small fee. If you have several samples you'd like to use, please contact us before ordering.

What if I'm unsure whether my handwriting image will work?

You're very welcome to email your image to us before ordering and we'll happily check whether it is suitable.

Can you create handwriting that isn't already there?

No. We reproduce the handwriting you provide, so the words need to already be written by the person whose handwriting you would like to use.

We don't create new sentences in someone's handwriting.

Is the process the same for ceramic, slate and wood items?

The basic handwriting process is the same: you provide a clear image of the handwriting and we prepare it for your chosen product.

The finished appearance can vary depending on the material and the individual product, so please check the product listing for specific details.

Ordering & Delivery

How long does delivery take?

Orders are typically dispatched within 2–5 working days.

UK orders are sent via Royal Mail Tracked 48 as standard, with the option to upgrade to Royal Mail Tracked 24 at checkout.

International orders may take longer depending on the destination.

Please check the individual product listing for the most up-to-date processing information.

Do you ship internationally?

Yes, we ship to many countries worldwide.

Shipping costs and estimated delivery times vary depending on your destination and will be shown at checkout where available.

Do you offer gift wrapping?

Yes, gift wrapping is available on request.

Please leave a note at checkout if you would like your order gift wrapped.

Returns & Problems With Your Order

Can I return or exchange an item?

Because many of our pieces are personalised or made to your specifications, the usual 14-day cancellation right for online purchases does not apply to those personalised items.

However, your statutory rights are always protected. If your item is faulty, damaged, not as described, or does not meet the requirements of the Consumer Rights Act 2015, please contact us as soon as possible and we will work with you to resolve the problem.

For non-personalised items, your legal cancellation and return rights apply. Please see our returns policy for full details.

Still Have a Question?

If you can't find the answer you're looking for, please get in touch and we'll be happy to help.

Email: pachasprints@gmail.com