Whether you’re selling handmade jewellery, personalised gifts, artwork, knitted creations or digital products, having clear shop policies isn’t just good customer service—it’s a legal requirement in many cases.
Clear policies help customers understand what to expect, reduce misunderstandings, and protect both buyers and sellers. They can also help you comply with UK consumer protection and data protection laws.
At Crafter’s Market UK, we encourage all vendors to create clear, fair and legally compliant policies. The examples below are designed for UK-based independent craft businesses and should be adapted to suit your individual products and business practices.
Please note: This article provides general guidance only and does not constitute legal advice.
Why Shop Policies Matter
When selling online, UK businesses must comply with several pieces of legislation, including:
- The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
- The Consumer Rights Act 2015
- The UK General Data Protection Regulation (UK GDPR)
- The Data Protection Act 2018
These laws require businesses to provide customers with certain information before purchase, explain cancellation rights, and be transparent about how personal information is collected and used.
Having clear policies can:
- Build trust with customers
- Reduce disputes and chargebacks
- Demonstrate professionalism
- Help meet legal obligations
- Provide clarity if issues arise
Shipping Policy Template
Why You Need One
The Consumer Contracts Regulations require online sellers to provide information about delivery arrangements, costs and expected delivery times before a customer places an order.
Example Shipping Policy
Shipping Policy
Processing times vary depending on the nature of the item ordered.
- Ready-made items are typically dispatched within 3-5 working days.
- Made-to-order or personalised items may require additional production time. Estimated processing times are shown on individual listings.
- Delivery estimates are provided as a guide only and cannot be guaranteed.
- Customers will receive confirmation once their order has been dispatched.
- Any applicable tracking information will be provided where available.
- Customers are responsible for ensuring that delivery details are accurate at the time of purchase.
If there are unexpected delays affecting your order, we will contact you as soon as reasonably possible.
Please note that delivery times may be affected by circumstances beyond our control, including postal delays, severe weather, industrial action or courier disruptions.
Returns Policy Template
Why You Need One
The Consumer Contracts Regulations generally give customers 14 days from receipt of goods to notify a seller that they wish to cancel an online order, followed by a further 14 days to return the item.
However, certain goods are exempt, including:
- Personalised or custom-made items
- Perishable goods
- Sealed items unsuitable for return for health or hygiene reasons once opened
Customers also have rights under the Consumer Rights Act 2015 if goods are faulty, damaged, not as described or not fit for purpose.
Example Returns Policy
Returns Policy
We want you to be happy with your purchase.
For non-personalised items, you have the right to cancel your order within 14 days of receiving your goods. You must notify us within this period if you wish to return your order.
Once you have informed us of your decision to cancel, you have a further 14 days to return the item.
Returned items must be:
- Unused
- In their original condition
- Returned with any original packaging where possible
Unless the item is faulty or incorrect, customers are responsible for return postage costs.
Refunds will be processed within 14 days of receiving the returned item or receiving evidence that it has been sent back.
Exceptions
The following items cannot usually be returned unless faulty:
- Personalised or custom-made products
- Perishable items
- Sealed items that have been opened and cannot be resold for hygiene reasons
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015.
Cancellation Policy Template
Why You Need One
Customers have cancellation rights for many online purchases under the Consumer Contracts Regulations. However, these rights may not apply once work has started on bespoke or personalised orders.
A cancellation policy helps manage expectations and reduce misunderstandings.
Example Cancellation Policy
Cancellation Policy
Orders may be cancelled before dispatch by contacting us as soon as possible.
For made-to-order or personalised products, cancellation requests may not be possible once production has begun.
If a cancellation request is received before work starts, a full refund will usually be issued.
Where significant work has already been completed on a bespoke or personalised order, cancellation may not be possible in accordance with applicable consumer legislation.
If your order has already been dispatched, please refer to our Returns Policy.
If an item arrives faulty, damaged or significantly different from its description, please contact us promptly so that we can resolve the issue.
Privacy Policy Template
Why You Need One
If you collect personal information such as names, addresses, email addresses or telephone numbers, UK GDPR requires you to provide customers with information about how their data is used.
Example Privacy Policy
Privacy Policy
This privacy policy explains how we collect, use and protect your personal information.
Information We Collect
We may collect:
- Name
- Postal address
- Email address
- Telephone number
- Order details
- Communication records relating to your purchase
How We Use Your Information
We use your information to:
- Process and fulfil orders
- Communicate about purchases
- Provide customer support
- Meet legal and accounting obligations
- Prevent fraud and protect our business
Sharing Information
We only share information where necessary, including:
- Delivery providers
- Payment processors
- Professional advisers where required
- Regulatory authorities where legally required
We do not sell customer data to third parties.
Data Retention
We retain personal information only for as long as necessary to fulfil orders and meet legal, tax and accounting obligations.
Your Rights
Under UK GDPR, you may have rights including:
- Access to your personal data
- Correction of inaccurate information
- Deletion of information in certain circumstances
- Restriction of processing
- Data portability
- Objection to processing
If you have concerns about how your data is used, you may contact us directly. You also have the right to lodge a complaint with the Information Commissioner’s Office (ICO).
Crafter’s Market UK Marketplace Policy
Crafter’s Market UK operates as a marketplace platform that connects customers with independent craft businesses.
Each vendor is responsible for:
- Shipping orders
- Managing returns
- Handling cancellations
- Complying with consumer protection legislation
- Maintaining their own privacy practices
While contracts for goods are formed between the customer and the individual vendor, Crafter’s Market UK is committed to maintaining a safe and trustworthy marketplace.
Where customer disputes arise, particularly where a vendor becomes unresponsive or fails to fulfil their obligations, Crafter’s Market UK reserves the right to investigate the matter, facilitate communication, and where appropriate provide refunds or other remedies to protect customers and maintain confidence in the marketplace.