Refund policy
Refund Policy
14-Day Right to Cancel (EU Customers) If you are based in the European Union, you have the right to cancel or return your order within 14 days of receiving it, for any reason and without justification. To be eligible, your item must be unused and in the same condition that you received it, in its original packaging.
General Returns We accept returns within 30 days of delivery. Items must be unused, in their original condition and packaging. To start a return, please contact us at crafttopiahq@gmail.com with your order number.
Return Postage Return shipping costs are the responsibility of the customer unless the item is faulty or incorrect.
Refunds Once we receive and inspect your return, we'll notify you by email. If approved, your refund will be processed to your original payment method within 10 business days. Please note that your bank or card provider may take additional time to process the refund.
Faulty or Incorrect Items If you've received a damaged or incorrect item, please contact us within 7 days of delivery at crafttopiahq@gmail.com and we'll make it right.
Non-Returnable Items The following items cannot be returned or refunded:
- Personalised or custom-made items
- Items where a custom spelling, name, or text has been specified at the time of order
Please double-check all personalisation details — including spelling, names, and dates — before placing your order, as we are unable to accept returns or offer refunds where incorrect information was provided by the customer.