Returns & warranty

The short version: because every piece is crocheted to order, we can't take returns — but we will never leave you with a ruined or missing parcel.

All sales are final

Every piece is crocheted to order by hand, so we can't accept returns, exchanges, or cancellations once an order is placed — the same policy we've always run on Etsy, and the standard one for made-to-order handmade shops.

If you're unsure about a size, a colour, or whether something will suit, please ask us before you order. We'd much rather answer a question than have you disappointed.

What we always fix

There are two situations where we'll make it right, no argument:

• It never arrived. Tracking says lost, or it's well past the delivery estimate.
• It arrived damaged, or it clearly isn't what you ordered.

We'll sort out a replacement or a refund, whichever fits better. Which one we offer depends on whether the piece can be remade quickly — we'll talk it through with you rather than deciding over your head.

How to tell us

Contact us within 7 days of delivery — or of the expected delivery date, if the parcel never showed — and include:

• your order number,
• photos of the item and the packaging it arrived in, and
• a line or two about what went wrong.

We'll reply within two business days. Please hang on to the box until we've talked — those photos are what we file the USPS claim with.

TODO: confirm the 7-day window and whether replacement or refund is the default offer.

What this doesn't cover

• Normal handmade variation — small differences in size, stitch and colour are the charm, not a defect.
• Wear from use or washing, or a pet who fell in love with it.
• A change of heart, or the wrong option picked at checkout.
• Delivery to an address that was mistyped at checkout — please double-check it before you pay.

None of this affects rights you may have under applicable consumer law.

Digital patterns

Digital crochet patterns are non-refundable once downloaded. They're delivered instantly, so there's nothing to return. If a file won't open or the download link fails, tell us and we'll get you a working copy straight away — that's a delivery problem, not a refund question.

Custom orders

Custom and personalised pieces are made specifically for you and cannot be cancelled or refunded once we've started, except under the lost-or-damaged terms above. We'll agree the details with you in writing first — see Custom orders.

Safety & age guidance

Damage caused by use outside this guidance — a toddler chewing a keychain, a dog claiming a plushie — isn't covered by the terms above.