Last updated: 8 October 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
We do not accept change-of-mind returns or exchanges. This also applies to custom and personalised orders. If an item is damaged, defective, or incorrect, it is covered by the process below.
Damaged, defective, or incorrect items
If your order arrives damaged, defective, or incorrect, including a personalised order, please contact us as soon as possible—ideally within 48 hours of delivery—on WhatsApp or email. Include your order number and clear photos showing the issue and, where relevant, the packaging. An unboxing video can be helpful but is not mandatory. A report made after 48 hours will not automatically be rejected where the issue could not reasonably have been identified earlier. We will review the issue and offer an appropriate remedy, which may include a replacement or refund.
Eligible issues include items that arrive damaged, have a genuine defect, or are materially different from what was ordered. This protection also applies to personalised orders. If we ask you to return an eligible item as part of the resolution, Crafted by Ann will cover the return postage we approve.
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.