Refund policy
The short version
- Ready-to-ship pieces: you have 7 days from delivery to ask for a return, as long as the piece is unused and unwashed.
- Made-to-order and personalised pieces: these cannot be returned or refunded, because they were crocheted specifically for you.
- Damaged, faulty, or not what you ordered: we fix it. Always. Tell us within 7 days and we will replace it or refund you in full, including delivery.
What we make, and why that matters
Every piece on Crochet Cafe is made by hand by an individual maker. Most are one of a kind. That is the point of the shop, and it shapes this policy in two ways: a returned piece often cannot simply go back on a shelf, and small differences between pieces are a feature of handmade work rather than a defect.
Ready-to-ship pieces
If a piece was in stock and shipped as-is, you can return it within 7 days of delivery.
To be accepted, the piece must be:
- unused, unwashed and unworn
- free of smoke, perfume, pet hair and stains
- returned with any tags or packaging it arrived with
Once we receive it and check its condition, we refund the price of the piece. The original delivery charge is not refunded unless the return is our fault.
Made-to-order and personalised pieces
These cannot be returned or refunded:
- anything listed as made to order, or with a lead time shown on the product page
- anything customised — your choice of yarn colour, size, or a name or message crocheted in
A maker spends days on a commission that was built to your specification, and nobody else can buy it afterwards. If we accepted returns on these, makers would carry the loss.
Before you order a custom piece, please message us on WhatsApp. We would far rather spend ten minutes getting the colour and measurements right than have you receive something that is not what you pictured. Once a custom order is confirmed and the maker has started, it cannot be cancelled.
What is not a fault
Handmade pieces vary, and the following are normal:
- slight differences in size — allow roughly 1–2 cm from the listed measurements
- small variations in stitch tension or shape
- yarn colour looking different from your screen, since screens differ
- light pilling or small bobbles after use, which can be trimmed
Our care and sizing guide explains all of this in more detail. If something looks wrong to you, send us a photo — we would rather look than have you guess.
Damaged, faulty, or the wrong item
If your piece arrives damaged, has a genuine fault, or simply is not what you ordered, tell us within 7 days of delivery and send a photo. We will either send a replacement or refund you in full, including the delivery charge, and we arrange the return pickup at our cost. You will not be asked to pay to correct our mistake.
How to start a return
- Message us on WhatsApp or email within 7 days of delivery.
- Include your order number and a photo of the piece.
- We will confirm whether the return is accepted and arrange collection or give you a return address.
Please do not send anything back before we have confirmed it, as unannounced returns can go missing and we cannot refund what we do not receive.
How refunds are paid
Most of our orders are Cash on Delivery, so there is no card to refund. Refunds on COD orders are paid by bank transfer, Easypaisa or JazzCash, to an account in the name of the person who placed the order.
We process refunds within 7 working days of receiving the returned piece and confirming its condition. If you paid by card, the refund goes back to that card and your bank may take several more days to show it.
Who pays for return delivery
- Our mistake — damaged, faulty, or wrong item: we pay.
- Changed your mind on a ready-to-ship piece: you pay the return delivery.
Refused and undelivered COD orders
If you place a Cash on Delivery order and then refuse it at the door, or cannot be reached after three delivery attempts, the piece comes back to us and we absorb the courier's charge both ways. Please only place a COD order you intend to accept. Repeatedly refusing COD orders may mean we ask for advance payment on future orders.
Sale and discounted pieces
Pieces bought at a discount follow exactly the same rules as those bought at full price. There are no final-sale exclusions beyond the made-to-order rule above.
Cancelling an order
You can cancel a ready-to-ship order free of charge any time before it has been handed to the courier. Once it has shipped, the return process above applies. Made-to-order pieces cannot be cancelled once the maker has started.
Talk to us
If something has gone wrong, message us before leaving a review or opening a dispute. We are a small team working with individual makers, and we would rather fix a problem than argue about one.