Refund policy
Our Commitment
Our commitment to you doesn’t end at the time of delivery. We aim to provide a comfortable and satisfying shopping experience.
Returns and Exchanges
Items may be returned or exchanged within 30 days from the delivery date.
Change or Cancel an Order
If you need to change or cancel your order, please contact sam@craftywootie.com and provide your order number along with the modifications you’d like to make. We’ll confirm the changes or cancellation.
Please note that orders can only be changed or canceled within 24 hours of placement. After this period, orders are locked for processing and cannot be canceled. A management and processing fee of 20% of your total order value will apply for cancellations. By purchasing, you accept these terms.
Conditions for Returns and Exchanges
To be eligible for a return, your item must be in the same condition as when you received it: unworn, unused, unopened, and in its original packaging. You’ll also need your order number or proof of purchase.
We do NOT offer refunds or exchanges for the following reasons:
- Products purchased during a sale or promotion
- Change of mind or personal taste
- Incorrect size, product, address, or custom information provided by the buyer
- Items that have been opened, used, or damaged due to customer handling
- Products damaged by misuse, mishandling, or poor maintenance
- Gift cards
Shipping fees are non-refundable once the item has shipped. You will be responsible for paying your own shipping costs to return an item. Our policy lasts 30 days for replacement/refund requests. If 30 days have passed since your purchase, unfortunately, we cannot offer a replacement or refund.
Exceptions / Non-Returnable Items
Certain types of items cannot be returned, such as custom products (e.g., special orders or personalized items). We do not offer refunds or exchanges for personalized items unless the mistake was made on our part. If the buyer provided incorrect information for the text on the sign, we regret that we cannot offer a refund or exchange.
Knots and wood grain may vary from piece to piece. These are natural characteristics within the wood and are not considered defects. We cannot refund for this reason.
Please contact us if you have any questions or concerns about your specific item.
Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you received the wrong item. Include photos of the item and the packaging material. We need this information to evaluate the issue and make it right.
To Start a Return
Please contact us at sam@craftywootie.com. Be sure to include the following:
- Your order ID
- A description of the issue
- Clear photos showing the damage from all sides
- Photos of the outer packaging, including the shipping label
Please note that there may be slight differences between the advertised images and the actual item due to lighting or variations in monitor displays. If your return is accepted, we’ll send you instructions on how and where to send the package back. Items returned to us without first requesting a return will not be accepted.
Refunds
We will notify you once we’ve received and inspected your return and let you know if the refund was approved. If approved, you’ll be automatically refunded to your original payment method within 10 business days. Please note that it may take some time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since we approved your return, please contact us at sam@craftywootie.com.
You can always contact us for any return-related questions at sam@craftywootie.com.