Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at emma@thecraftingduo.co.uk. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at emma@thecraftingduo.co.uk.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items 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.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at emma@thecraftingduo.co.uk.

Last Updated: December 22, 2025

At The Crafting Duo, we want you to love your handmade purchase. Because our items are crafted by hand, each piece is unique. If you are not entirely satisfied with your order, we are here to help.

1. Return Window

You have 14 days from the date you received your item to request a return. To be eligible, your item must be unused, in the same condition that you received it, and in its original packaging.

2. Custom & Personalised Items

Please note that custom-made or personalised items cannot be returned or refunded unless they arrive damaged or defective. Because these pieces are made specifically for you, they cannot be resold.

3. Damaged or Defective Items

If your item arrives damaged, please contact us at Emma thecraftyone@gmail.com within 48 hours of delivery. Please include:

  • Your order number.

  • A photo of the damaged item and the packaging.

  • We will provide a pre-paid return label and offer you a full refund or a replacement at no extra cost.

4. How to Start a Return

To initiate a return for a non-custom item:

  1. Email us at Emmathecraftyone@gmail.com with your order number and reason for return.

  2. Once approved, we will send you instructions on where to send your package.

  3. Return Shipping: Customers are responsible for paying their own shipping costs for returning items (unless the item is faulty). Shipping costs are non-refundable.

5. Refunds

Once we receive and inspect your return, we will notify you of the approval or rejection of your refund.

  • Approved: Your refund will be processed, and a credit will automatically be applied to your original method of payment within [5–10] business days.

  • Exchanges: We only replace items if they are defective or damaged. If you need to exchange an item for the same thing, send us an email.