Waiting for a reply from our customer service team? While you wait, please check our most commonly asked questions below to see if your answer is already here. We reply to all emails within 24 to 48 hours.
When you select your necklace on the product page, you’ll see text boxes where you can enter each name. Just type the names exactly as you want them engraved and place your order.
Yes, no problem. If your order hasn’t gone into production yet, we can still add your names.
Just reply to your order confirmation email with the names you want engraved and we’ll update it for you.
Yes, as long as the item hasn’t been issued to the engraving team.
Send us the updated list of names as soon as possible and we will adjust your order.
Once the engraving have been sent to the engraving team, changes are no longer possible.
Don’t worry. If the order hasn’t been engraved yet, we can fix it.
Email us immediately with the correct details and we will update the order before it’s made.
If production has already started, we may be able to remake it, but we’ll always do our best to help.
Delivery typically takes 6 to 12 business days depending on your location.
Once your order is shipped, you will receive a tracking link where you can follow its progress in real time.
Yes, as long as your order hasn't been sent to the engraving team.
Email us immediately with the correct address and we will update it for you.
If the order has already gone to the engraving team, we can’t guarantee changes, but we will try our best to assist.
Most orders are dispatched within 2-3 business days.
Custom engraved items typically take 5 days to be shipped while your design is prepared and engraved.
As soon as your order is shipped, you will receive a confirmation email with a link to the tracking page.
Once your order is created, you will receive an order number, you can then use your order number with the below link to check the status or your order.
You can enter it on our tracking page at any time:
www.senvoa.com/apps/tracking
Yes, this is completely normal during the first few days. The tracking only starts to update once the courier picks up the package, so you won't see any tracking updates during our engraving and packaging stage.
Tracking updates only appear after the courier scans your parcel into their system, and this can take some time depending on their processing speed.
Once the parcel reaches your local sorting centre, updates will begin appearing more frequently.
If the tracking shows delivered but the parcel isn’t there, please check the following:
• Your mailbox or porch
• With neighbours or building reception
• Safe places around your property
Couriers sometimes mark items as delivered a little early.
If it still hasn’t arrived after 24 hours, just contact us and we will help.
You don't need to have your tracking number to track your package on our system. Simply go to the tracking page and enter your order number and email address.
If you can’t find the email with your order number, please check your spam or promotions folder.
If it’s still missing, contact us and we will help you track your order.
This is completely normal.
“In transit” means your parcel is moving through the courier’s network and hasn’t reached the next scanning point yet.
International shipments often travel long distances before the next update appears.
If the parcel is being shipped internationally, when your parcel reaches your country, updates become more frequent.
Yes, you can cancel your order if your order hasn't been process to our engraving or packaging team.
For personalised items, engraving often begins shortly after the order is placed, so please contact us as quickly as possible.
Once production has started, the order can no longer be cancelled.
No problem. If your order hasn’t entered production, we can update names, change the variant, or adjust the gift box.
Just email us with the changes you need and we’ll update your order before it is made.
If your order arrives damaged or defective, we will replace it free of charge.
Simply email us with a photo or video of the issue and your order number, and our team will take care of everything.
Your satisfaction is always our priority.
If you’re not happy or need help with a refund request, simply reach out to our customer service team and we will assist you.
We review every situation individually and will do our best to find a solution that works for you.
