Refund policy
Returns & Refunds Policy
At R & L Crafts, customer satisfaction is important to us. If you are not completely happy with your purchase, please review our returns policy below.
Returns
We offer a 30-day return period on non-personalised and non-custom products. This means you have 30 days from receiving your order to request a return.
To be eligible for a return, your item must:
- Be unused and in the same condition you received it
- Be returned in its original packaging
- Include proof of purchase or your order number
Please note that return postage costs are the responsibility of the customer unless the item is faulty, damaged, or incorrect.
To arrange a return, please contact us at:
Returns should be sent to:
R & L Crafts
14 School Lane
Standish
WN6 0TD
United Kingdom
Personalised & Custom-Made Products
As all personalised and custom-made products are created specifically for you, they cannot be returned or refunded unless they arrive damaged, faulty, or an error has been made on our part.
Please double-check all spelling, names, dates and personalisation details before placing your order.
Damaged, Faulty or Incorrect Items
Please inspect your order upon arrival.
If your item arrives damaged, faulty, or you have received the wrong item, please contact us within 48 hours of delivery. Include photographs of the item and packaging where possible so we can investigate and resolve the issue quickly.
Exchanges
We do not offer direct exchanges.
If you would like a different item, please return the eligible product and place a new order once your return has been approved.
Sale Items & Gift Cards
Unfortunately, we cannot accept returns on:
- Sale or clearance items
- Gift cards
- Personalised or custom-made products (unless faulty or incorrect)
European Union Customers
If your order is delivered to a country within the European Union, you may have the right to cancel or return your order within 14 days of receiving it under applicable consumer protection laws.
This right does not apply to personalised or custom-made items.
Refunds
Once we receive and inspect your return, we will notify you whether your refund has been approved.
If approved, your refund will be issued to your original payment method within 10 business days. Please note that your bank or card provider may require additional time to process the refund.
If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at: