Returns and Complaints
Thank you for shopping at our online store. We want you to be completely satisfied with your purchase. If you need to return or exchange a product, we have outlined our returns policy below to ensure a smooth process.
Returns period:
You have 14 days from the date you receive your order to request a return or exchange.
Returns or exchanges are accepted for all products except the items listed in section 3 (Non-Returnable Products).
Non-returnable products:
- Personalised or made to order products.
- Perishable goods.
- Digitally downloaded products.
Product condition:
The product must be in the same condition you received it. Used products will not be eligible for return. Specific conditions for different types of products include:
- Stickers: Stickers must fit snugly onto the protective layer, with no visible signs of use of the product.
- Tapes: Tapes must be in sealed packaging from the manufacturer.
- Paper Products: Paper products must be dry and free of cuts or damage.
Return process:
Customer is responsible for return shipping costs. We recommend using a trackable shipping method and keeping proof of postage.
To request a return or exchange, please follow the steps below.
Step 1. Send an email to our customer service department at support@craftandlove with the following information:
Place your order number in the Subject field of the email.
- Email content: "I, [Your Name], would like to return/exchange the product [Name of the product that I would like to return] in the quantity of [number of items to be returned/exchanged]."
- Describe the reason for the return.
- Attach a photo of the packaging/product (in case of damage).
- Attach e-receipt to email.
Step 2. Our customer service team will provide further instructions and, if necessary, issue a return authorization. Carefully package the item and send it to the return address provided by our customer service team.
Approval and return:
The store reserves the right to approve or deny the return after assessing the condition of the returned product. The return will be initiated after receiving the returned items. The customer will receive the refund to their bank account, which they will transfer to customer service after receiving the return confirmation.
Unclaimed shipments:
If a customer has not received their parcel for any reason, they must contact our store to provide details of how to proceed before the delivery service returns it to us.
Damaged shipments:
If the package is damaged upon receipt, please send an email to our customer service at support@craftandlove with a photo of the damaged package attached. Once the special case is confirmed, we will replace the product with a new one, and the damaged item should be sent back to us. In this case, we will cover the shipping costs.
Orders for multiple items:
If you purchased multiple items in one order, you can return each item separately within the returns period.
If you have any questions or need further assistance regarding our returns policy, please contact our customer service team at support@craftandlove. We are here to help!
Please note that the returns policy is subject to change without notice.