policies & Faqs

Please ensure you check your selections on your order to make sure everything you have chosen is correct. Personalised items can't be returned unless they are damaged, faulty or an error has been made on our part (i.e. a spelling mistake). Please ensure you check spellings too as we use this information to personalise your order. Any mistakes left during the order process will not be rectified. However, any errors made by us when producing your order will be replaced.

For photo products you need to upload the highest resolution image you have (a JPEG file for photo images), please ask if you are unsure. Your item will only be as good as the quality of the image you supply.
For logos please upload an SVG, PDF, VECTOR, AI (adobe illustrator)

Processing times vary on each item, if you require your item by a specific date please advise us. Although We will make every effort to deliver goods within the estimated time scales, delays are occasionally inevitable due to unforeseen factors. We are under no liability for delay or failure to deliver the products within estimated time scales. Please order in plenty of time. For the latest dispatch times please see the banner at the top of our site or email info@thecraftshackonline.co.uk

Majority of our items are suitable for return with the exception of personalised products, unless your item is faulty or an error is made on our part for example a spelling mistake. If you wish to discuss this in more detail please email info@thecraftshackonline.co.uk with your order reference as the subject.
If your personalised item is damaged or with the wrong personalisation, we will arrange a replacement. We will require the item to be returned before a replacement is sent out to you.
Returns are only accepted on approval, please do not send your item back until we have accepted your claim. Personalised items will not be accepted back, unless an error has been made on our part (i.e. spelling mistake) or unless faulty. We do not accept returns for items that do not fit. Please check sizes on each of the product pages or email us at info@thecraftshackonline.co.uk for further information on sizes.
Please note we can only accept the return of non-personalised items in an unused and saleable condition, in the condition they were received. This does not apply to items that are being returned due to them being damaged or faulty.
We require receipt of the returned items before a refund is processed.
Please ensure you obtain proof of postage when you return your item. We are not responsible for items not reaching us or being lost in the post.
We will not cover return postage costs unless the item is faulty or damaged.
Any items must be returned within 30 days of receipt of the item.

A refund or exchange will only be actioned when one of these conditions is met:

1. a) a missing item has not arrived with you, the customer, and 21 working days has passed.
2. b) a damaged or faulty item has been returned to us and received.
3. c) The item has been returned to us and received in a saleable condition

Please note – we do not offer refund or exchanges on orders that have not arrived by a specific date. Please ensure you order in plenty of time.

In the event of your item being received in a faulty condition or with incorrect personalisation due to our error and you would like an exchange, please contact us via email at info@thecraftshackonline.co.uk to arrange.

In the event your item is received damaged, faulty or with incorrect personalisation due to our error (i.e. spelling mistake) we will always require any goods back before we can process a refund. Please take pictures of any damage, faulty or error and email these to us at info@thecraftshackonline.co.uk , we can then notify you of next steps. Please note, you need to inform us on receipt of delivery that your item is damaged, faulty or incorrect due to our error. Any delay in notifying us may hinder the right to a refund or exchange. Items damaged once worn will invalidate our refund policy, you will not be entitled to a refund or replacement. 

This returns policy does not affect your statutory rights.

Any refunds will be made within 21 days from notification to us and in accordance to our terms and conditions.