Last updated: 9 August 2026
Every piece is made to order by hand, so our cancellation terms are a little different from mass-produced stores — here’s exactly how it works.
Cancelling an order
You may cancel for a full refund within 24 hours of ordering, or any time before we begin crafting your piece (whichever is earlier — message us on WhatsApp and we’ll confirm the status). Once crafting has begun or the order has been dispatched, it can no longer be cancelled.
Returns on personalised items
Because custom and personalised pieces are made specifically for you, they cannot be returned or exchanged — except when something is wrong (see below).
Damaged, defective, or incorrect items
If your order arrives damaged, defective, or isn’t what you ordered, tell us within 48 hours of delivery on WhatsApp or email, with photos of the item and packaging (an unboxing video is even better). We’ll make it right with a replacement or a full refund — your choice.
Refund timelines
Approved refunds are issued to your original payment method within 5–7 business days of approval. Banks may take a few extra days to reflect it.
A note on handmade variation
Minor differences in stitch, shade, or dimensions are inherent to handmade craft and aren’t treated as defects.
Contact & grievances
Questions? Reach us at craftedbyannmary@gmail.com or via the WhatsApp button on any page. We respond fastest on WhatsApp.