Returns and Refunds

If you would like to return a product, a request must be made within 14 working days of receiving your order or once the first delivery attempt has been made. Authorised returns must be received back at the studio within 14 days to remain valid for a refund.

To be eligible for a return, the product/s must be unused and still in their original packaging, for example cards must not have been opened or soap wrappers removed. Any product that does not meet this criteria, the 14 day time limit or are non-returnable will be declined.

Customers are responsible for return postage costs and I highly recommend you return the product via a tracked method; lost products cannot be refunded.

Non-Returnable Items


There are certain products that unfortunately are not eligible to be returned or refunded:

  • Sale or seconded products
  • Custom order items
  • Promotional items are also non returnable.

 

How to return a product


If you would like to return a product you must contact me before attempting to make the return as any products returned without making contact first will be exempt from receiving a refund. Once you have received a confirmation email stating that you can return your product, please return your order to:

Butterfly Crafts Handmade Emporium
103 Ramsey Road
St Ives
Cambridgeshire
PE27 3TG
UK

Christmas Returns


For products purchased as Christmas gifts between 1st November and 22nd December can be returned only for an exchange up until 10th January.

Receiving your refund


Once I have received your return and checked it, and email will be sent to you to inform you if your refund has been approved or rejected. If approved, the refund will be credited to your original payment method within 14 days. Postage charges I am afraid cannot be refunded unless the product is faulty.

Receiving an exchange


If you have requested to exchange an item for something of the same value then your new order will be posted as soon as your return has been received, inspected and additional postage costs paid. If the exchange item is of a higher value, you will be required to pay the difference before the product is posted off to you, I will email instructions as to how to do this.

Receiving faulty items


In the unlikely event that you have received a product you believe to be faulty please contact me immediately to report the fault and follow the returns information above. Any item received that is faulty must be returned within 7 days of reporting the fault.

Lost Orders


It is very rare for an order to become lost in the post. Sometimes orders can take longer to arrive than you would expect but if you suspect your order has gone astray please first check with your local sorting office or your neighbours to check the parcel has not been left there first. If you have checked both of these then please get in touch. For International customers, I am afraid your orders are not insured for loss, as standard, unless you purchase a postage upgrade.