Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, 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.
To start a return, you can contact us at info@crafthoop.com. For customers in the United States, Australia, the United Kingdom, and Canada, we provide a free, pre-paid return shipping label. Once your return request is approved, you will receive a printable shipping label via email to return your item at no cost to you.
We appreciate your understanding and cooperation in this process.
You can always contact us for any return question at info@crafthoop.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.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
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 a 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
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. 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 info@crafthoop.com.
If Order Not Received
If your order is marked as delivered by the shipping carrier but you have not received it, we recommend:
- Checking with neighbors or household members to see if it was received on your behalf.
- Contacting your local post office for assistance in locating the package.
- Filing a claim with the shipping carrier for a lost or stolen package.
Please note, we cannot be held responsible for packages that are stolen or lost due to errors by the shipping company once the package is marked as delivered. However, we are happy to assist you with any information required to help resolve the issue.
