Refund and Returns Policy

In short: you have 30 days from delivery to ask for a return, shipping is free on every order, and there are no restocking fees. Please contact us for approval before you send anything back. If something arrives damaged, faulty or incorrect, tell us within 48 hours of delivery and we will cover the return shipping.

How to start a return

You may request a return within 30 days of the date your order was delivered. To be accepted, the item must be:

• unused and in the same condition in which you received it;
• in its original packaging, with any tags still attached;
• accompanied by proof of purchase, such as your order number.

To begin, get in touch with us by email or phone and tell us your order number and which items you would like to return. We will confirm whether the return is approved and send you the returns details you need. Please wait for approval before posting anything back to us. Items sent back without approval cannot be processed.

Damages and issues

Please check your order as soon as it arrives. If an item is damaged, faulty, or is not what you ordered, contact us within 48 hours of delivery and include photographs of the item and of the packaging. This helps us resolve the matter quickly and, where relevant, raise it with the carrier.

If any item is missing from your package, please report it within 7 days of receiving the package.

For damaged, faulty or incorrect items we will arrange the return at our cost and offer you a replacement or a refund.

Items that cannot be returned

Some items cannot be returned. These are:

• custom or personalised items;
• perishable goods;
• personal care and beauty products;
• hygiene items, unless they are still sealed;
• hazardous materials;
• sale items;
• gift cards.

If you are unsure whether your item falls into one of these categories, please ask us before placing your order or before requesting a return.

Exchanges

The quickest way to exchange an item is to return the original item for a refund once your return has been approved, and place a new order for the item you want instead. Please get in touch if you would like help with this.

Cancelling an order

You can cancel an order within 1 hour of placing it. Because we begin preparing orders quickly, we cannot cancel after that window has passed. If your order has already been dispatched, please follow the return process above once it arrives.

Lost or undelivered orders

All orders are insured while in transit. If your tracking shows no movement, or your parcel is marked as delivered but has not reached you, please contact us and we will investigate with the carrier and put things right.

Return shipping costs

• We pay the return shipping when an item is faulty, damaged or incorrect.
• You pay the return shipping when you change your mind about an item.

We do not charge restocking fees on any return.

Refunds

Once we have received and inspected your return, we will let you know whether the refund has been approved. Approved refunds are issued to your original payment method, usually within 10 business days of approval. Your bank or card provider may take a little longer to show the money in your account.

If more than 15 business days have passed since we confirmed your refund and you have still not received it, please contact us and we will look into it.

Charges and refunds appear on your statement as Craftedbyclara.com.

Returns address and contact

Our store is operated by Novaridge Holdings LLC, registered at:

Novaridge Holdings LLC
Address: Unit A1, 3237 54th Street
Valley, AL 36854
United States

Please do not post items to this address unannounced. Contact us first and wait for your return to be approved; we will then confirm where to send it and how. Parcels sent back without approval cannot be processed or refunded.

• Support email: support@craftedbyclara.com
• Support Phone Number: +1 (347) 651-0409
• Company Phone Number: +1 (201) 361-5604

Our support hours are Monday to Sunday, 8:00 AM to 4:00 PM MT. We reply within 12 hours on average.

Your legal rights

This policy is offered in addition to your statutory rights and does not limit them. If an item is faulty, not as described or unfit for purpose, you keep the rights available to you under the consumer law that applies where you live.

You may also want to read our Shipping Policy, Privacy Policy and Terms of Service. This page is our Refund Policy.