Returns, Refunds & Exchanges

• Please inspect your order upon reception and contact us immediately (within a maximum of 14 days of receipt) if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

• Please note that we do not offer refunds, returns or exchanges on personalised items and custom orders. Should your personalised/custom order arrive damaged or faulty we will arrange a suitable replacement product. To begin the process, please contact us as as soon as possible and within a maximum of 14 days from the moment you received your order by emailing info@craftyvibes.co.uk. Please include a clear description of the issue as well as images (when possible).

We have a 30-day return policy, which means that you have 30 days after receiving your item to request a return. This policy excludes personalised items and custom orders unless faulty or damaged. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return (no matter whether the item is faulty or unwanted) your item must be in the same condition that you received it, unworn or unused, with tags, in its original packaging. Should there be any signs of damage to the original packaging (for example if the materials were clearly taken out, unwrapped) only a partial refund may be granted. We will also require a proof of purchase. This can be in the form of your confirmation e-mail or the invoice inside your parcel. Please remember that your items must not be personalised or custom made to qualify for a return.

To request a return or to discuss any order related issue, you can contact us at info@craftyvibes.co.uk. If your return is accepted, we will send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Please keep in mind that the return package is your responsibility until it reaches our office and therefore we always recommend that you use a tracked service.

Unfortunately, we cannot accept returns on sale items, downloadable products or gift cards.

Exchanges – The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds – We will notify you once we have received and inspected your return, and let you know if the refund was approved or not. If approved, you will be automatically refunded on your original payment method. Refunds will not be approved on personalised items, we will issue replacements for returned items unless otherwise agreed. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Please note that we will only refund the original cost of the item and the original delivery charge. You will not be entitled to a refund of the cost you incur in returning the item to us.