Returns & refunds
Return & Refund Policy
We lovingly pack every Craftohfa with care. Because our products are handmade and specially curated, we accept returns only for items that arrive damaged, defective or incorrect.
Film the unboxing
Please record a short video as you open your package. It is the single quickest way for us to see what happened, and it is what lets us raise a claim with the courier on your behalf.
Message us within 48 hours
Send us your order details along with the photos or video, on WhatsApp, within 48 hours of delivery. No forms, no ticket numbers, the same chat you ordered in.
We replace or refund
Once approved, we'll arrange a replacement or a refund, whichever applies. Refunds go back to the original payment method and usually appear within 5–7 working days.
What isn't covered
- Change of mind. Everything is handmade to order, so we don't accept general change-of-mind returns.
- Handmade variation. Small differences in thread, colour and finish between your piece and the photograph are inherent to handmade work, not a defect. If a batch differs noticeably, we send you a photo before dispatch.
- Claims after 48 hours. Couriers won't accept a damage claim beyond that window, so please open your parcel as soon as it arrives.
Cancellations
We can cancel and refund in full any time before we start making your order, usually a few hours after confirmation. Once work has begun we can't cancel it, because the piece was made specifically for you.
Shipping timelines, payment and product care live on the full policies page.
Shipping, payment & careMade with care, packed with love.
Something arrived that isn't right? Tell us, a real person reads it, and we'd rather fix it than argue about it.
Report an issueWe usually reply within a few hours.