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Postage and Returns

Returns & Shipping Policy

Shipping Information

All our products are sent via Royal Mail 2nd Class or 48-hour tracked.

  • Orders over £30 will require a signature upon delivery.
  • Orders over £50 are automatically sent via tracked delivery.

For urgent orders, please email us at kim@craftly.co.uk, and we can arrange an upgrade to 1st Class or next day for faster delivery.

Our turnaround times are regularly updated — please check the provided link for current information.

Returns & Refunds

We take pride in ensuring all our products are checked thoroughly before dispatch. However, if you’re unhappy with your item or it arrives damaged, please follow these steps:

  1. Contact Us: Email us at kim@craftly.co.uk within 14 days of receiving your product.
  2. Provide Details: Including a photo of the issue helps us resolve things quickly.
  3. Resolution Options: We’ll discuss the best solution, whether that’s a full refund (including return postage) or a replacement item.

Please note: Unfortunately, we cannot refund or exchange personalised items if they have already been made and/or shipped unless they arrive damaged or faulty.

                                                                                                                                             

Changed Your Mind?

If your order arrives, and you decide it’s not quite right, we’re happy to offer a refund or exchange on non-personalised items. Simply:

  1. Contact Us: Email us at kim@craftly.co.uk within 14 days of receiving your product.

  2. Return the Item: Items must be returned in their original condition and packaging.

  3. Refund/Exchange: Once we receive the item, we will process your refund (excluding postage costs) or arrange an exchange.

International Orders

We proudly ship worldwide, but international customers should be aware of the following:

  1. Local Customs Regulations: By placing an order from outside the UK, you agree to comply with your local customs rules.
  2. Customs Fees: Customers are responsible for any customs fees, VAT, or import duties that may apply. These charges are not included in your purchase price or shipping costs.
  3. Customs Declarations: All international packages will include a declaration detailing the order's contents and value to comply with shipping laws.
  4. Delivery Delays: Customs processing may occasionally cause delays — unfortunately, this is beyond our control.
  5. Refusal of Delivery: If you refuse delivery due to unpaid customs fees, you will be responsible for any costs incurred for the return of the item.

For any concerns or assistance with international orders, please contact us at kim@craftly.co.uk.

By placing an order with Craftly, you confirm that you have read and agree to our Returns & Shipping Policy.

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