Refund policy

Returns & Refunds Policy

At Crafty Cows, each order is made and packed with care. We want you to be happy with your purchase, so please contact us if there is a problem with your order.

Personalised and custom-made items

Many Crafty Cows products are made or personalised especially for you.

Because personalised and custom-made products are created to your individual specifications, we are unable to accept returns or offer refunds simply because you have changed your mind once production has begun.

Please check all names, dates, spellings, colours and other personalisation details carefully before placing your order. We will produce your item using the information supplied with your order.

This does not affect your statutory rights. If your item arrives faulty, damaged, incorrect or not as described, please contact us and we will work with you to put things right. UK rules specifically recognise an exception from change-of-mind cancellation rights for clearly personalised goods, but this does not remove consumers’ rights concerning faulty or misdescribed goods. 

Non-personalised items

For eligible non-personalised products purchased online, you may tell us that you wish to cancel your order within 14 days of receiving it.

After notifying us, you normally have a further 14 days to return the item.

Items should be returned unused, in their original condition and, where possible, in their original packaging.

Unless the product is faulty, damaged or incorrect, the customer is responsible for the cost of returning the item.

Faulty, damaged or incorrect orders

If your order arrives damaged, faulty, incorrect or significantly different from what you ordered, please contact us as soon as possible at:

hello@craftycows.shop

Please include your order number and, where helpful, photographs showing the problem.

We will review the issue and arrange an appropriate replacement, refund or other remedy in accordance with your legal rights.

Refunds

Once an eligible return has been received and approved, your refund will be issued to your original payment method.

Depending on your bank or payment provider, it may take several working days for the refund to appear.

For questions about returns, please contact: hello@craftycows.shop