At Crafter’s Market UK, each item is sold by an independent vendor. Because of this, refund policies can vary slightly from shop to shop — so it’s always important to check the individual seller’s refund policy before making a purchase.
Acceptable Reasons for a Refund
While each vendor sets their own policy, refunds are typically considered where:
- Your item has not arrived within the expected delivery timeframe
- Your item arrives damaged
- You receive the wrong item
- The item is significantly different from the description
- The order is cancelled within the vendor’s cancellation window
Please note:
Many personalised or custom-made items are non-refundable, unless they arrive faulty or damaged. This is standard practice for handmade and bespoke products.
What To Do If There Is a Problem With Your Order
If you experience an issue, please follow this process:
Step 1: Contact the Vendor First
Use the “Message Seller” button in your order or from the vendors store front to contact the vendor directly.
We always insist that customers give vendors the opportunity to resolve the issue first. In most cases, problems can be resolved quickly and amicably at this stage.
View the orders you’ve placed orders on your account: https://crafters.market/my-account
If you checked out as a guest you can contact the vendor from their store front (check your confirmation email for this information) – ensure you include your order number when you contact them.
Step 2: Allow 3 Working Days for a Response
Vendors are small businesses and may not operate seven days a week. Please allow 3 working days for a reply.
Step 3: If You Receive No Response
If the vendor does not respond within 3 working days, please contact the Crafter’s Market UK Admin Team.
We will:
- Reach out to the vendor on your behalf
- Provide them with a clear deadline to respond
If the vendor still does not respond after multiple contact attempts, Crafter’s Market UK will process the refund directly and then manage the matter with the vendor separately.
Our goal is always to ensure fair outcomes for both customers and our independent makers while maintaining a supportive handmade marketplace community.
If you need assistance, our Admin Team is always happy to help.
Email: [email protected]