Refund policy
Return & Refund Policy
Change of Mind Returns
As our products are shipped directly from our international warehouse, we’re unfortunately unable to accept returns for change of mind, incorrect selection, or no longer needing the item.
We do, however, fully stand behind our products. If your item arrives damaged, faulty, or incorrect, please contact us and we’ll make it right.
To start a return, you can contact us at hello@ohcraftie.com.
Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / Non-Returnable Items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products).
We also do not accept returns for hazardous materials, flammable liquids, or gases.
Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
European Union 14-Day Cooling-Off Period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification.
As above, your item must be in the same condition that you received it—unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
If approved, you’ll be automatically refunded on your original payment method within 10 business days.
Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@ohcraftie.com.
Refund & Replacement Policy – Proof of Delivery
At Oh Craftie, we work closely with our carriers to ensure every order arrives safely and on time.
Proof of Delivery
When our carrier provides delivery confirmation with photographic evidence, the order is considered successfully delivered.
In these cases, we are unable to issue refunds or replacements, as proof shows the item was delivered to the shipping address provided at checkout.
If You Cannot Locate Your Package
If tracking shows your order as delivered but you cannot find it:
• Check all areas around your property (front door, side door, garage, mailbox, bushes, etc.)
• Confirm with family members, neighbours, or building management in case the package was picked up for safekeeping
• Contact the local carrier office directly with your tracking number for further assistance
Exceptions
If there is evidence of delivery to the wrong address (for example, if the delivery photo clearly does not match your home), please contact us immediately so we can open a claim with the carrier.
Our Commitment
We understand how important your order is, and while we cannot refund or replace items with valid proof of delivery, we will always support you in working with the carrier to resolve any delivery issues.
Shipping Timeframes & Refund Policy for In-Transit Orders
We aim to provide accurate and transparent delivery timeframes for all orders.
Our standard shipping timeframe is 7–15 business days, depending on your location.
Please note: orders cannot be cancelled or refunded while they are in transit and still within the expected delivery window.
If your order does not arrive within the stated timeframe, please reach out to our customer support team.
We’ll investigate with the carrier and arrange a suitable resolution, which may include a replacement or refund.
Refunds will only be considered if:
• The item is confirmed lost or undeliverable by the carrier, or
• The item arrives damaged or faulty.
Lost Parcel Policy
On rare occasions, a parcel may be lost in transit by the carrier.
If your order is confirmed lost after an investigation with the shipping carrier, we will send a replacement order at no additional cost to you.
Please note that we do not issue refunds for lost parcels, as the loss occurs outside of our control.
However, exceptions may be made in special circumstances at our discretion.
We appreciate your understanding and patience while we work with our delivery partners to resolve such issues promptly.