Returns & Refunds Policy
Our Commitment to You
At CROCHETHANDS, your satisfaction is our priority. Each item is handmade with love and care, and we want you to be absolutely delighted with your purchase. If you're not completely happy, we're here to help.
Standard Returns
30-Day Return Window
You have 30 days from the date of delivery to return items for a refund or exchange.
Conditions for Returns:
- ✅ Item must be unused and in original condition
- ✅ Original packaging (if applicable)
- ✅ All tags and labels still attached
- ✅ No signs of wear, washing, or damage
- ✅ Must include proof of purchase
Non-Returnable Items
Due to the handmade and personalized nature of our products, the following items cannot be returned unless defective:
- ❌ Personalized or custom-made items (with names, initials, etc.)
- ❌ Made-to-order products with specific colour/size requests
- ❌ Items marked as "Final Sale"
- ❌ Items that have been used or washed
Custom and personalized orders are exempt from our standard return policy unless there is a manufacturing defect or error on our part.
How to Return an Item
Contact Us
Email us at hello@crochethand.com or WhatsApp us within 30 days of delivery. Include your order number and reason for return.
Get Authorization
We'll provide you with a return authorization number (RAN) and return address. Do not return items without authorization.
Package Securely
Pack the item carefully in its original packaging (or similar). Include your RAN and proof of purchase.
Ship Back
Send the item to the address provided. We recommend using tracked shipping. You're responsible for return shipping costs.
Refund Processing
Once we receive and inspect your return, we'll process your refund within 5-7 business days.
Refunds
Refund Details:
- Processing Time: 5-7 business days after we receive your return
- Method: Refunded to your original payment method
- Amount: Full product price (shipping costs are non-refundable unless item is defective)
- Bank Processing: May take an additional 3-5 business days to appear in your account
Note: Original shipping costs are non-refundable unless the return is due to our error or a defective product.
Exchanges
We're happy to exchange items for a different colour, size, or product of equal value.
Exchange Process:
- Follow the same return process above
- Indicate in your email that you'd like an exchange
- Specify what you'd like instead
- We'll send the replacement once we receive your original item
- Exchanges must be of equal or lesser value (price difference will be refunded)
Damaged or Defective Items
If your item arrives damaged or with a defect:
- 📧 Contact us within 48 hours of delivery
- 📷 Send photos of the damage/defect
- 🔄 We'll send a replacement or issue a full refund (including shipping)
- 📦 Return shipping will be covered by us
We take great care in creating and packaging our items, but if something goes wrong, we'll make it right!
Return Shipping
Customer Responsibility:
- You are responsible for return shipping costs (unless item is defective or we made an error)
- We recommend using tracked/insured shipping
- We are not responsible for items lost in return transit
- Keep your tracking number until refund is processed
Our Responsibility:
- Defective or damaged items - we cover return shipping
- Wrong item sent - we cover return shipping and replacement shipping
- Our error - we cover all costs
Returns FAQs
Can I return a personalized item?
Personalised items cannot be returned unless there's a defect or error on our part. Please double-check personalisation details before ordering!
What if I received the wrong item?
Contact us immediately! We'll arrange for the correct item to be sent and cover all shipping costs.
How long do I have to return an item?
You have 30 days from the delivery date. Returns initiated after 30 days cannot be accepted.
Can I return a gift?
Yes! The person who received the gift can return it following our standard process. We'll issue a refund to the original purchaser or provide store credit.
What if my item doesn't look like the photo?
Each item is handmade, so slight variations are normal. However, if you feel the item significantly differs from the listing, contact us and we'll work with you to find a solution.
Need to Return Something?
We're here to help make the process easy and stress-free.