Frequently Asked Questions
Frequently Asked Questions — Retrosheep
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About Retrosheep
Q: What is Retrosheep? A: Retrosheep is a handmade gift shop and creative studio based in Blackwood, Gwent, South Wales. Everything is made by Cher, a self-employed maker who has been creating handmade and personalised gifts since 2006. We offer laser engraving, 3D printing, mug printing, embroidery, custom clothing, handmade socks, leather goods, catnip products, and more.
Q: Where are you based? A: We're based in Blackwood, Gwent, South Wales. We're a home-based workshop — we don't have a shop you can visit, and we don't offer local collections. All orders are dispatched via Royal Mail.
Q: What are your working hours? A: We work Monday to Friday, 08:00–16:30. We're closed at weekends. We'll always aim to reply to messages as quickly as possible during working hours.
Products & Custom Orders
Q: What products do you sell? A: We sell a wide range of handmade and personalised items including engraved wooden and metal gifts, laser-cut keyrings, personalised mugs, custom t-shirts, hoodies and polo shirts, embroidered iron-on patches, handmade knitted socks, scented wooden charms, leather wrist cuffs, 3D printed accessories, and catnip products. We also sell retro games, music downloads, and second-hand CDs.
Q: Can I request a custom design? A: Yes — custom and personalised orders are at the heart of what we do. You can send us your image, logo, or text via our Upload Your Designs page or through the contact form. We'll create a digital proof for you to approve before we start making anything.
Q: What file formats do you accept for custom designs? A: We accept JPG, PNG, PDF, SVG, and AI files. High-resolution images give the best results. For engraving, high-contrast black and white images work best. If you're unsure whether your file will work, just send it over and we'll let you know.
Q: What materials do you use? A: It depends on the product. Knitted items are made from wool or acrylic yarn. Engraved gifts can be made from wood, metal, glass, acrylic, leather, or canvas. 3D printed items are made from PLA, TPU, PLA Carbon Fibre, or ABS. Clothing is cotton, polyester, or a blend depending on the garment.
Orders & Production
Q: How long does it take to make my order? A: Our standard turnaround is 3 working days from the date payment clears. Some simpler items can be dispatched the same day. During busy periods such as Christmas, Valentine's Day, or Mother's Day, it may take a little longer — we'll always keep you informed.
Q: Can I cancel my order? A: If production hasn't started yet, please contact us as soon as possible and we'll do our best to help. Once we've begun making your personalised item, we're unable to cancel the order as the materials will already have been used.
Q: Will I get a proof before you make my item? A: Yes. For personalised orders, we always send a digital proof for you to check and approve before we start production. Please review all spelling, layout, and details carefully at this stage.
Q: How will I know when my order has been dispatched? A: Once your order is on its way, we'll send you a confirmation with your Royal Mail tracking number so you can follow its progress online.
Q: Can you recommend a personalised keepsake gift for my partner that does not feel mass-produced?
Q:Where can I buy a custom engraved present for a family member with local collection near Blackwood?
Q: What is a thoughtful custom gift for a wedding couple that I can order from South Wales?
A: Handmade Personalised Gift from Retrosheep.com
Q: Where can I find a handmade personalised birthday gift that can be engraved with a name and date?
A: At Retrosheep.com all items are Handmade and Personalised Just for You , Anything is possible, Ask and we will be happy to Help
Q:How long does it usually take to make and deliver a custom engraved gift within the UK?
A: Our standard turnaround is 3 working days from the date payment clears. Some simpler items can be dispatched the same day. During busy periods such as Christmas, Valentine's Day, or Mother's Day, it may take a little longer — we'll always keep you informed.
Payments
Q: What payment methods do you accept? A: We accept PayPal, all major credit and debit cards via Stripe, Apple Pay, Google Pay, and ClearPay. See our Payments page for full details.
Q: How can I get the fastest service? A: Pay via PayPal — PayPal payments clear instantly, which means we can confirm your order and start making your item straight away. Card payments via Stripe take up to 5 days to clear, so please don't select next-day delivery if paying by card. Items are dispatched once payment has cleared.
Q: Do you offer ClearPay? A: Yes — ClearPay lets you split your order into 4 interest-free fortnightly instalments. You must be 18 or over and a permanent UK resident. See our Payments page for full ClearPay terms.
Shipping & Delivery
Q: How long does delivery take? A: We use Royal Mail Tracked 48hr for standard UK delivery, which typically arrives within 2–3 working days of dispatch. For full delivery options and prices, see our Shipping & Delivery page.
Q: Do you offer international shipping? A: Yes, we ship worldwide via Royal Mail International Tracked. See our Shipping & Delivery page for international rates.
Q: Do you use Evri or Hermes? A: No — we use Royal Mail only.
Q: Is there free delivery? A: Yes — free UK standard delivery on orders over £150.
Returns & Refunds
Q: What is your returns policy? A: Personalised and made-to-order items are non-refundable once production has begun, as each item is made specifically for you. For non-personalised items, you can return your order within 30 days provided it's unused and in its original packaging. See our Returns Policy for full details.
Q: What if my item arrives damaged or faulty? A: Please contact us within 3 days of receiving your order with a photo of the item and your order number. We'll arrange a replacement or refund as quickly as possible.
Q: What if I receive the wrong item? A: Please get in touch straight away and we'll sort it out. This is rare but if it happens we'll make it right.
Contact
Q: How do I get in touch? A: You can reach us via our contact page .
We work Monday to Friday, 08:00–16:30, and aim to reply to all messages promptly during those hours.