Refund policy

Free returns within 30 days

You have 30 days from delivery to return any unused item in its original packaging, free of charge, for a full refund of the item price. We provide a prepaid returns label whatever the reason. This returns promise is in addition to your legal rights and never limits them.

Your 14-day right to cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you can cancel your order within 14 days of receiving it, without giving a reason. You can use our cancellation form or simply email us.

How to return an item

1. Email craftiche.co.uk@gmail.com with your order number, the item and the reason (one line is enough).
2. We send you a prepaid returns label within one working day.
3. Pack the item in its original packaging and drop the parcel off with the courier.

Made-to-measure and opened items

Fabric or ribbon cut to a length you chose is made to your specification and cannot be returned unless it is faulty. Kits and sealed items that have been opened and started can only be returned if they are faulty. Items that have been used beyond what is needed to check them, as you would in a shop, may have their refund reduced to reflect that use.

Refunds

We refund you within 14 days of receiving the return, or proof that you have sent it, to your original payment method. Your bank may take a few more days to show it.

Faulty or not as described

Your rights under the Consumer Rights Act 2015 apply to everything we sell: goods must be of satisfactory quality, fit for purpose and as described. If something is faulty, email us with a photo: within 30 days of delivery you can reject it for a full refund, and after that we will repair or replace it, or refund you if that is not possible. We pay the return postage.

Wrong item

If we have sent the wrong item, email us with a photo and we will send the right one or refund you in full, with the return paid by us.