30 days, refunded to the way you paid, with the exceptions stated plainly.
The short version
You have 30 days from delivery to return an item that is unworn, unwashed and in its original condition. Refunds are issued to the original payment method — that is, back through PayPal to the card or account you paid with.
How to start a return
- Email ngotuan0784@gmail.com with your order number and what you would like to return.
- We reply within 1 business day with the return address for your country.
- Send the item back. Keep your postage receipt until the refund lands.
- We inspect and refund within 3 business days of the parcel arriving.
Please do not send anything back before emailing — parcels arriving at an unannounced address are hard to match to an order.
Who pays return postage
| Situation | Return postage | Refund |
|---|---|---|
| Faulty, damaged, or not what you ordered | We pay | Full price refunded |
| Changed your mind | You pay | Full price refunded |
| Wrong size ordered | You pay | Full price refunded, or exchange |
Because shipping was included in the price rather than charged separately, there is no separate shipping charge to withhold from a refund. You get the full item price back.
What cannot be returned
- Personalised items — monogrammed pieces and anything made to your measurements, unless the item is faulty.
- Cut fabric — once a length is cut for you it cannot be resold, unless it is faulty or the wrong item was sent.
- Opened craft kits where thread or fabric has been used. An unopened kit can be returned normally.
Nothing here affects your statutory rights regarding faulty goods.
Handmade variation is not a fault
Slight differences in dye shade, weave and stitch length are inherent to hand-made and hand-dyed goods, and are not treated as defects. You can of course still return such an item as a change of mind within 30 days.
When the money arrives
We issue the refund through PayPal within 3 business days of receiving the return. PayPal returns it to your original payment method, which usually takes a further 3–5 business days for a card. We cannot speed up the bank’s side.
Cancelling before dispatch
Email us as soon as you can. If the parcel has not shipped, we cancel and refund in full, no questions. Once it has shipped, treat it as a return.
Last updated 2026 · Craft and Loom · craftandloom.com · Questions: ngotuan0784@gmail.com