Refund policy
Returns & Refunds Policy
We hope you love your order from The Little Craft Room. If there is a problem with your order, please contact us and we will do our best to help.
Personalised and Custom-Made Items
Many of our products are made or personalised specifically for you.
Because personalised, customised or made-to-order products are created to your individual requirements, we cannot accept returns, exchanges or cancellations for change of mind once production has started.
This includes items personalised with names, wording, photographs, colours, designs or other customer-selected details.
This does not affect your statutory rights. If your item is faulty, damaged, incorrectly made or significantly different from the description, please contact us.
Non-Personalised Items
For eligible non-personalised products, you have the right to notify us that you wish to return your order within 14 days of receiving it.
After notifying us, you then have a further 14 days to return the item.
Items must be returned:
- Unused and in their original condition
- With any original packaging where reasonably possible
- Securely packaged to prevent damage during return
Unless the item is faulty or we have made an error, the customer is responsible for the cost of return postage.
Damaged, Faulty or Incorrect Orders
If your order arrives damaged, faulty or incorrect, please contact us as soon as possible.
Please include:
- Your order number
- A description of the problem
- Clear photographs showing the item and any damage or error
Where appropriate, we will offer a replacement, repair or refund in accordance with your statutory rights.
Please do not dispose of a damaged or incorrect item until we have confirmed that you can do so.
Personalisation Errors
Please check all names, spellings, dates and other personalisation details carefully before submitting your order.
We cannot normally refund or replace an item where the information supplied by the customer was incorrect.
If we make an error when producing your personalisation, we will arrange an appropriate replacement or refund.
Returns Without Contacting Us
Please contact us before returning an item. Items returned without prior contact may take longer to process.
Refunds
Once an eligible return has been received and checked, we will process your refund to your original payment method.
Where required by law, the original standard delivery charge will also be refunded. Additional charges for upgraded or express delivery are not normally refundable.
Banks and payment providers may take several working days to show the refund in your account.
Contact Us
If you have any questions regarding a return, refund or problem with your order, please contact The Little Craft Room using the contact details provided on our website.
Your statutory rights under UK consumer law are not affected by this policy