FAQS
the things that matter should not feel temporary.
Frequently asked questions
Image quality and customer-supplied files
Customers are responsible for supplying suitable images, logos or files for engraving.
High-resolution digital images with clear subjects, good lighting and strong contrast produce the best results.
Low-resolution, blurry, dark, heavily filtered, cropped or screenshot images may not produce a clear engraving.
Where possible, the upload function will identify whether the image resolution is unsuitable for our laser etching process. If we identify a significant issue with image quality, we may contact you before production.
We may make reasonable adjustments to prepare the image for etching, including cropping, contrast adjustment, background removal or tonal correction.
Image preparation and final result
Laser etching on natural basalt is different from printing on paper or screen.
The final result will depend on:
- the supplied image quality
- image contrast
- subject detail
- stone colour
- stone surface
- natural grain
- polish level
- etching size
We take care to prepare each image for the best possible result on stone, but exact reproduction of a digital image cannot be guaranteed.
Proofs and approval
If a proof is provided, the customer is responsible for checking all details carefully before approving production.
This includes names, dates, spelling, layout, image choice and any wording supplied by the customer.
Once a proof is approved and production begins, changes may not be possible.
If changes are requested after approval, additional charges may apply.
Where are your products sourced and made?
Our basalt is sourced from private coastal farmland in Otago and crafted by hand in our local workshop.
We work with pillow basalt associated with the East Otago coastline, along with dense volcanic basalt from the Blackhead coastal area. Each piece is selected for its natural shape, density, grain and suitability for etching.
Our stones are not collected from beaches or public coastal areas.
How is it packaged for delivery?
Our packaging uses laser-cut, untreated timber from local workshops. Where possible, bamboo or beech offcuts are used to reduce waste while keeping the packaging strong, simple and natural.
All materials are renewable, reusable and biodegradable, giving new purpose to resources that might otherwise be discarded. Designed to protect the stone in transit, the packaging reflects the product itself: considered, practical and made from honest materials.
Contact
For questions, image issues, custom orders, shipping issues or returns, please contact: