Returns and faults

Last updated 14 October 2026

If something is wrong, we fix it

If your order arrives faulty, damaged, incomplete, or not what the preview showed you, tell us within a reasonable time and we will replace it or refund you. You do not pay return postage on a fault.

This is not a goodwill gesture — it is the Consumer Guarantees Act 1993, which we cannot contract out of and are not trying to. If a piece is not of acceptable quality, does not match its description, or is not fit for what it was sold for, you have a remedy regardless of anything else written on this site.

A photo of the problem usually settles it in one message. We do not normally need the piece posted back before we remake it.

Change of mind

Everything here is made to order with a name you chose, so it cannot be sold to anyone else. We do not accept change-of-mind returns.

This is why the 3D preview exists and why it shows the actual shape we print rather than a picture of a similar thing. Before you pay, please check the spelling, the macrons, and the colours — and turn the piece around with the rotate controls so you have seen all of it.

Mistakes in what you typed

If you spot a typo before we have started printing, email us straight away and we will change it at no cost. Once a piece is printed we cannot reuse it, so after that we would have to charge for a replacement — but ask anyway, because it depends entirely on when your message reaches us.

Cancelling an order

You can cancel for a full refund any time before printing starts. After that, see above.

How to reach us

Email contactcraftery@gmail.com with your order number and, if something is wrong, a photo.