We hope that you are pleased with your purchase. However, if you change your mind, receive your parcel damaged, get an incorrect product or if your parcel is lost, here is what to do:

If you receive an incorrect product:

If you receive an incorrect product from us, please email support@craftbox.co.uk with details of the product that has been sent incorrectly, your order number and a picture of the incorrect product. We will ship a correct product to you within 48h. We may request that the incorrect product is sent back to us at our cost. 

If your parcel arrived damaged:

Please email support@craftbox.co.uk with the pictures of the damaged parcel and the description of the damage. Please note no replacements will be offered if no pictures are provided. 

If your parcel is lost:

If your parcel does not arrive within 10 business days (UK) or 30 business days (International) please email us with your order number number and we will investigate for you. Our orders are shipped via Royal Mail.

If you no longer want the products or would like to exchange something:

Please email support@craftbox.co.uk with your order number and details of the products you would like to return or exchange. Please include the printed copy of the email you receive from the Customer Service so that the packing team knows what has been agreed with regards to your parcel. We are not responsible for returns lost in transit and will not process a refund until the order is received back.

The return address is on the side of the shipping label. Returns sent to any other addresses will not be refunded. We do not cover the cost of the return postage. 

We reserve the right to refuse a return which we have not been informed about. 

Please note all returns must be in a re-sellable condition which includes original packaging and complete and clean product. We reserve the right of refusing to accept the return if products have been handled more than necessary, is returned damaged or dirty. 

Once return has been received in a good, resealable condition, your refund will be issued within 48h. Please note that your refund can take up to 5 days to reach your bank or PayPal, this is a standard processing time and is outside of our control.