FAQ

What products do you make?

We design and laser-cut/engrave custom items, including acrylic keys, cake toppers, table numbers, name tags, wedding/event signage, awards, stencils, and custom gifts. If you have an idea, send it through, and we’ll confirm if it’s suitable for laser cutting or engraving.

What materials can you cut or engrave?

Common materials include:

  • Acrylic (clear, frosted, coloured, mirror)
  • Plywood/MDF (depending on finish required)
  • Some leathers and coated metals (engraving only)
  • Material options vary by project—ask if you’re unsure.

Is pickup available?

Unfortunately, no, we only do deliveries

Do you do custom designs?

Yes. You can provide a sketch, an inspiration photo, or a clear description, and we’ll create a design for approval before cutting. If you already have artwork, we can work from that, too.

What file types do you accept?

Preferred: SVG, AI, EPS, PDF (vector).
Also accepted: PNG/JPG (high resolution), but these may need redesign/redrawing for clean cutting.

Can you recreate a logo from a photo?

Often yes, but it depends on the quality and complexity. Recreating/redrawing may incur a design fee. We’ll confirm pricing before starting.

What’s the difference between laser cutting and engraving?

  • Cutting: the laser cuts all the way through the material to create shapes/letters.
  • Engraving: the laser marks the surface for details like names, patterns, or logos.

How do I order a custom key?

  • Message or submit an enquiry with size, wording, material, colour, and deadline
  • We send a quote and design proof (if needed)
  • You approve the proof
  • Payment confirms the order
  • We make it and arrange shipping

How long does it take?

Turnaround depends on order volume and complexity. Most custom orders take 3–10 business days after design approval and payment. Urgent orders may be possible (rush fee may apply).

Do you offer rush orders?

Yes, where capacity allows. Tell us your deadline upfront so we can confirm availability and pricing.

Do you provide proof before making it?

Yes for custom work. We send a digital proof showing layout, spelling, and sizing. Production starts once you approve.

How many digital drafts were sent out?

We only send out two drafts before the product is in production

Can I change my order after approving the proof?

Small changes may be possible before production starts. Once cutting/engraving has begun, changes usually require a new item to be made (at an additional cost).

What if I notice a typo after I approve the proof?

Because production follows the approved proof, the customer is responsible for final spelling and layout approval. If a remake is required due to approved errors, it will be charged.

Are there small marks or variations in acrylic/wood?

Yes—laser cutting can leave slight edge marks, and natural materials like wood vary in grain/colour. Mirror acrylic can show fine surface marks from handling/film removal. We quality-check everything before it leaves.

Do you remove the protective film from acrylic?

By default, we may leave protective film on to prevent scratches during transport (especially on mirror acrylic). If you want it removed before pickup, request it.

Can you add holes, standoffs, or mounting options?

Yes. We can include holes for screws, double-sided tape options, or guidance for standoffs, depending on the key and material.

What sizes can you make?

We can create small items (keyrings/name tags) up to key sizes, depending on material availability and machine capacity. Tell us your required dimensions, and we’ll confirm.

Do you ship?

Yes. Shipping cost depends on size and destination. We package carefully, but once the parcel is with the courier, delivery timeframes are outside our control.

What if my item arrives damaged?

Contact us within 24–48 hours with photos of:

  • the item
  • the packaging
  • the courier label
  • We’ll assess and arrange a replacement or solution where applicable.

What is your returns policy?

Because most items are custom-made, we can’t accept returns for a change of mind. If there’s an error on our side or a confirmed defect, we’ll fix or replace it.

Do you offer discounts?

Unfortunately, not, because most products are custom-made.

Can you match a specific colour?

We can match from available acrylic/paint/vinyl stock, but exact colour matching across different suppliers/materials can vary. If colour accuracy is critical, we recommend a sample or in-person selection where possible.

How do I care for acrylic keys?

Use a soft microfibre cloth. Avoid harsh chemicals (especially on mirror acrylic). Mild soap and water are safest.

How do I care for my wood keyring?

  • Keep it dry. Wood is porous—avoid soaking or leaving it in damp places. If it gets wet, wipe it dry immediately and let it air-dry (don’t use a heater or hairdryer).
  • Avoid harsh chemicals. Hand sanitiser, perfume, cleaners, and bug spray can strip the finish and stain the wood. Keep these off the surface.
  • Minimise scratching. Keys, coins, and metal clips can mark wood over time. If you want it to stay pristine, carry it on its own ring or pocket section.
  • Don’t leave it in the heat/sun. Prolonged exposure to the sun or hot cars can fade the engraving and dry the wood, leading to cracking/warping.
  • Clean gently. Use a soft, dry cloth. If needed, use a slightly damp cloth, then dry right away.
  • Engraving care. Engraving is permanent, but soot/residue can rub off early—wipe lightly with a dry cloth when new.

How to care for LED light items

General handling

  • Handle by the base where possible. Avoid bending or twisting the acrylic panel (edge-lit pieces can crack if forced).
  • Keep away from moisture. LED bases and USB connections aren’t waterproof—don’t use outdoors unless the product is specifically rated for it.
  • Avoid heat and direct sun. Prolonged heat can warp acrylic and fade prints/paint. Don’t leave pets in hot cars or in direct sunlight.

Storage

  • Store in a cool, dry place.
  • Keep the acrylic panel in its protective sleeve/film if provided to prevent scratches.

LED Light FAQ

What is included?

Typically: LED base USB cable and remote. Contents may vary by style—check the listing photos/description.

How is it powered?

Most are 5V USB powered (adapters are always included). 

Can I use a fast charger?

Use a standard 5V USB adapter. Avoid high-watt/fast chargers unless your item specifically says it supports them.

Are they safe to leave on overnight?

Yes, for normal indoor use, but always place on a stable surface, keep vents clear, and don’t cover the base. Unplug if you’re not home.

Do they get hot?

They may feel slightly warm after hours, but should not get hot. If it’s hot, flickering, or smells unusual—turn it off and unplug.

How do I clean it?

Unplug first. Use a microfibre cloth on acrylic. If needed, use mild soapy water, then dry. No alcohol/acetone/window cleaner.

Is it waterproof / can it be used outside?

No—indoor use only unless the listing says it’s outdoor-rated.

Can I change colours/brightness?

If you selected an RGB/remote version, yes. Single-colour versions stay one colour.

My light isn’t turning on—what should I do?

  • Try a different USB port/adapter
  • Try a different cable
  • Check the switch/remote battery (if included)