Refunds, Returns and Cancellations Policy Overview
We want you to be delighted with your purchase from Crafted K Studio. This policy explains your rights and our procedures regarding returns, refunds, exchanges and cancellations.
Standard Stock Items
For standard stock items purchased online, customers have the right to cancel their order within 14 days of receiving the goods under the UK Consumer Contracts Regulations.
To be eligible for a return, the item must be unused, in the same condition that you received it, and returned in its original packaging.
If you wish to exercise your right to return a stock item because you have changed your mind, please contact us within 14 days of delivery. A prepaid returns label will be provided. The cost of the return postage will be deducted from your refund amount.
Bespoke, Personalised and Made-to-Order Items
Due to the nature of bespoke and personalised products, the right to cancel or return an item for a change of mind does not apply once production has commenced.
This includes, but is not limited to:
- Personalised items
- Bespoke or custom-made products
- Made-to-order items
- Commissioned artwork
- Resin keepsakes made to customer specifications
- Flower preservation keepsakes
- Products incorporating customer-supplied materials
- Gift cards
Once flowers, photographs, fabrics, ashes, or other customer-supplied materials have been incorporated into a bespoke product, the order becomes non-refundable except in the event of a manufacturing defect or where the item is not as described.
Faulty, Damaged or Incorrect Items
We will gladly provide a replacement, repair, or refund where:
- The item is faulty
- The item arrives damaged
- The item is not as described
- The incorrect item has been supplied
Any damage sustained during transit should be reported within 48 hours of delivery. Please provide photographs of both the item and the packaging to assist with our investigation.
For faulty, damaged or incorrect items, a prepaid return label will be provided at no cost to the customer.
How to Request a Return
To request a return, please email us at studio@craftedkstudio.co.uk with:
- Your order number or proof of purchase
- A description of the issue
- Clear photographs where applicable
Please do not return any item without contacting us first, as we will provide return instructions and the appropriate return address.
Partial Refunds
Partial refunds may be granted in the following circumstances:
- Items returned in a condition different from that in which they were received
- Items that are damaged or missing parts for reasons not due to our error
- Items returned outside the applicable return period
Refunds
Once your returned item has been received and inspected, we will notify you by email that the return has been processed.
If your refund is approved, it will be issued to your original method of payment within 5 working days. Depending on your bank or payment provider, it may take an additional 3–10 working days for the funds to appear in your account.
Late or Missing Refunds
If you have not yet received your refund:
- Check your bank account again.
- Contact your card provider, as processing times can vary.
- Contact your bank, as refunds can take several working days to appear.
If you have completed these steps and still have not received your refund, please contact us at studio@craftedkstudio.co.uk.
Cancellations
Stock Items
Orders for stock items may be cancelled before dispatch. If the order has already been dispatched, the item must be returned in accordance with this policy.
Bespoke and Personalised Items
Orders for bespoke, personalised, or made-to-order products cannot be cancelled once production has commenced.
If you wish to request a cancellation, please contact us at studio@craftedkstudio.co.uk as soon as possible and we will confirm whether cancellation is still possible.
Exchanges
We will replace items that are defective, damaged, or supplied incorrectly.
If you would prefer a replacement rather than a refund, please indicate this when contacting us regarding your return.
Statutory Rights
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or any other applicable consumer protection legislation.
Contact Us
If you have any questions regarding refunds, returns, exchanges or cancellations, please contact us at:
For enquiries about refunds and returns, please contact us at studio@CraftedKStudio.co.uk.