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Exchanges & Refund

I. Returns and Refund

1. Returns

We understand that sometimes returns are necessary, so we have a full returns process ready to solve any problems you might have. We offer a 60 days no hassle return policy.

We will do our best to ensure that each order is shipped in the time listed.
However, shipping and handling can take longer in some cases, therefore we will not issue refunds based solely on a longer than expected delivery date. We do everything possible to pack our products safely and properly to help avoid shipping damage. Shipping damage may still be a possibility.

All returned products must be in the original packaging and condition, unused, 100% complete and contain all original packing materials. If necessary, please use protective outer packaging.
Please know that returns must be requested within 14 days of receiving the item.
We are not responsible for any issues that are communicated after this 14 day period.
Please prevent damage to and contamination of the goods. If you are no longer in possession of the original packaging, please use suitable packaging providing adequate protection against potential transport damage.
If, for any reason, an item is returned to us, we will re-list it without refund unless the buyer asks for reshipment at their own expense.

Please Note:

You will be refunded only upon receiving and verification of the product.
Refunds may take up 10 days to process.
Sellers are not responsible for service transit time. Transit times are provided by the carrier, excludes weekends and holidays, and may vary with package origin and destination, particularly during peak periods.

1.1. Items that cannot be returned

Unfortunately, some items are non-cancelable and non-refundable:
- Anything that’s made to your specific requirements (ie: outside of standard customisation options offered), is personalised or otherwise can't be resold due to a bespoke element;
- Perishable products (like food or flowers);
- Pieces that are specially commissioned when you place an order, like art, sculpture and ceramics;
- Personal items sold with a hygiene seal (like cosmetics or underwear) where the seal is broken;

2. Shipping and handling fees

Please note that all return postage charges will be incurred by the customer.
The buyer is responsible for the initial delivery and return postage fees. Shipping and handling fees are non-refundable.

3. Damaged, Missing or Unclaimed items

If an order arrives damaged or missing, please contact us and keep all of the materials and packaging. We may require additional information or photos to pursue a claim, and in some cases the shipping carrier may come to retrieve the package to proceed with a claim.

Every order is packed with care. HANDMADE will not be held responsible for lost, stolen or damaged packages. If such an instance occurs, we will do our best to assist in troubleshooting and will share and supply as much information as possible so you may file a claim with the carrier.

II. Cancellation of orders

HANDMADE reserves the right to cancel an order if the buyer has negative feedbacks and presents a reputation that presents risk.

Any individual acting for purposes which are wholly or mainly outside those individual's trade, business, craft or profession, are entitled to cancel any order on the following conditions.

1. Right to cancel

You have the right to cancel an order within fourteen days without giving any reason.
The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods. To exercise the right to cancel, you must inform us of your decision to cancel an order by a clear statement by email at support.uk@handmade.group.
To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

2. Effects of cancellation

If you cancel an order we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you choose a type of delivery other than the least expensive type of standard delivery offered by us) without undue delay and not later than fourteen days after the day on which we are informed about your decision to cancel an order.

We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise.
We may withhold reimbursement until we have received the goods.
You shall send back the goods or hand them over to us without undue delay and in any event not later than fourteen days from the day on which you communicate your cancellation to us. The deadline is met if you send back the goods before the period of 14 days has expired. You shall bear the direct cost of returning the goods.

You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

IIII. Contact us

If you are not satisfied, please contact us before giving a review. Our customer service will be happy to help.
Also, if you have any questions please send an email to support.uk@handmade.group and we'll be happy to assist you.

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