Comfort in Crochet · Customer care
Returns & refunds
Clear, simple guidance if your handmade piece is not quite right.
Last updated: 5 October 2026
Contact us
Email [email protected] with your order reference and the items you wish to return. For a fault or damage, a description and photographs can help us resolve the issue, but photographs are not a condition of your legal rights. We will provide return instructions and the return address. The business postal address must also be added to this policy before publication.
Changing your mind
For eligible online purchases, you can cancel without giving a reason within 14 days after the day you receive your goods. If one order arrives in separate deliveries, the period starts after you receive the last item. Tell us clearly that you want to cancel, then send the goods back within a further 14 days. You can also cancel before delivery.
Returning your item
Handle goods only as much as necessary to check their nature, characteristics and functioning, as you would in a shop. Please package returns securely and use original packaging where possible; original packaging is not required to exercise your cancellation rights. You pay the direct cost of a change-of-mind return. Keep proof of posting. We may deduct a reasonable amount for diminished value caused by handling beyond what is necessary to inspect the item.
Refunds
For a full eligible cancellation, we refund the item price and the cost of our least expensive standard outbound delivery option. Extra charges for an upgraded delivery option are not refundable. We refund using the original payment method, without a refund fee, within 14 days of receiving the returned goods or evidence that you sent them back, whichever is earlier. If goods have not been sent, we refund within 14 days of your cancellation notice. Your payment provider may take additional time to display the credit.
Personalised and bespoke pieces
The change-of-mind cancellation right does not apply to goods made to your specifications or clearly personalised, where that exception applies. Being handmade or made after an order is placed does not by itself make an item exempt. We will explain any applicable exception before you buy. Faulty, damaged or misdescribed personalised goods remain protected by your statutory rights.
Faulty, damaged or incorrect goods
Please contact us if your item arrives damaged, is faulty or does not match its description. You normally have a short-term right to reject faulty goods within 30 days of delivery and receive a refund. After that, repair or replacement rights may apply, followed by a price reduction or final rejection where the legal conditions are met. A fault appearing within six months is generally presumed to have existed at delivery unless shown otherwise. We cover reasonable return costs for faulty or incorrect goods. Refunds following an agreed statutory rejection are made without undue delay and within 14 days of agreeing that you are entitled to one.
Exchanges and your rights
Contact us to discuss an exchange, which depends on availability. An exchange request does not remove your cancellation or fault-related rights. Sale items have the same statutory rights as full-price items. Nothing in this policy limits your rights under UK consumer law.
Need a hand? [email protected]