Exchange & Refund Policy

We do not offer returns or refunds, and we do not accept exchanges for change of mind, fit or colour preference. An exchange is offered only when a piece arrives damaged or broken, or when something is missing from your shipment.

Handmade variation

Every piece is made entirely by hand and is not machine-produced in bulk, so no two pieces are identical. Colour and shade can vary slightly from the photographs depending on the yarn available at the time, and small differences in size, stitch and finish are natural characteristics of handmade work. These variations are not considered damage or a fault and are not grounds for an exchange.

Damaged, broken or missing items (USA and Australia)

If you are in the USA or Australia and your piece arrives damaged or broken, or an item is missing from your parcel, tell us within 7 days of delivery. Once we confirm the issue we will exchange it for the same piece, or another piece of the same value or higher with the difference payable by you. No money is refunded.

India: all sales are final

Orders delivered in India are not eligible for return, exchange or refund. All sales in India are final.

How to report a damaged or missing item

Email connect@thecraftedloop.com within 7 days of delivery with your order number and clear photographs of the piece, the packaging and the shipping label. We will confirm next steps within one working day. The piece must be sent back, unused and in its original packaging, within that 7-day window.

Exchange shipping

When we confirm a piece arrived damaged or broken, or an item was missing, we cover the cost of sending the replacement.

Custom and made-to-order pieces

Custom and personalised pieces are made specifically for you and can only be exchanged if they arrive damaged or broken.

Refunds

We do not issue refunds. Once an order is confirmed and paid, the amount is not refundable. Where a piece arrives damaged or broken, or an item is missing, we send a replacement or an alternative piece of the same value or higher — no money is returned.

Payment before shipment

Payment for every order is made in full before the piece is shipped. Nothing leaves the studio until payment is received.

Cancellations

An order can be cancelled only before payment is made. Once payment is received the order is confirmed and the amount is not refundable.

Contact

For anything exchange or payment related, email connect@thecraftedloop.com with your order number.