Refund policy
Returns and Refunds Policy
Our Promise
We want you to be delighted with your purchase. If there is a problem with your order, please contact us as soon as possible and we will do our best to help.
Email: hellokeepingitcrafty@gmail.com
Personalised and Custom Made Products
Many of our products are personalised or made to order.
Under the Consumer Contracts Regulations 2013, personalised products are exempt from the standard 14 day cancellation and return rights.
As a result, we cannot accept returns or offer refunds for personalised items unless:
• The item arrives damaged
• The item is faulty
• We have made an error in the personalisation
Non Personalised Products
For non personalised items, customers may request a return within 14 days of receiving their order.
Items must be:
• Unused
• In their original condition
• Returned in suitable packaging
Return postage costs are the responsibility of the customer unless the item is faulty or supplied incorrectly.
Damaged or Faulty Items
If your item arrives damaged or faulty, please contact us within 48 hours of delivery.
Please include:
• Your order number
• A description of the issue
• Photographs showing the damage or fault
We will assess the issue and provide a replacement, repair or refund where appropriate.
Lost Deliveries
If your order has not arrived, please contact us.
We will work with the delivery provider to investigate and resolve the issue.
Refunds
Approved refunds will be processed to the original payment method.
Refund processing times may vary depending on your payment provider.