Refund and Returns Policy - Arlene Rose Crafts

Thank you for shopping with Arlene Rose Crafts. We want you to be completely satisfied with your purchase. As a UK based e-commerce store, our policies fully comply with the UK Consumer Contracts Regulations.

Overview

For standard, non-customised items purchased through our website, you have the right to cancel your order and request a return within 14 days from the day you receive your physical goods. You then have an additional 14 days from the date you notified us to safely mail the items back.

Please note that this legal right to cancel and return does not apply to:

BESPOKE or PERSONALISED GOODS: Any handmade craft items created specifically to your specifications, colours, or personal names cannot be returned or refunded unless they arrive damaged or faulty.

IN-PERSON FAIR SALES: Items purchased directly in person at physical book fairs or craft markets are subject to exchange or store credit only, unless the item is found to be inherently faulty.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your item. We will also notify you of the approval or rejection of your refund based on the condition of the item.

If approved, your refund will be processed automatically back to your original credit card, debit card, or mobile wallet via SumUp within 14 days. Your refund will include the original purchase total and our standard basic delivery fee (£3.50).

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at hello@arlenerosecrafts.co.uk.

Sale items

Only regular priced items and standard non-custom sale items may be refunded. Custom, bespoke or personalised sale items cannot be refunded unless they arrive damaged or faulty.

Exchanges

Because our items are carefully handmade, we only replace items if they arrive defective or damaged. If you need to exchange an item for the same product please send us an email at hello@arlenerosecrafts.co.uk so we can arrange the replacement details for you.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a digital gift credit for the value of your return. Once the returned item is safely received by us, a digital gift voucher code will be emailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

To return your product, please email hello@arlenerosecrafts.co.uk to receive secure packaging instructions.

Unless an item is faulty or was sent in error, you are responsible for paying your own shipping costs to return the item. Return shipping costs are non-refundable. We highly recommend using a trackable shipping service or obtaining proof of postage, as we cannot issue a refund until the physical items are safely received back in our possession.