Refund policy

Returns

Because many of our products are handmade and may be custom-made to order, we accept returns only under the conditions outlined below.

Eligible Returns

You may request a return within 14 days of delivery if:

  • The item arrived damaged or defective.
  • You received the wrong item.
  • The item is unused, unwashed, and in its original condition.

To start a return, please contact us within 14 days of receiving your order and include:

  • Your order number
  • A description of the issue
  • Photos of the item (if damaged or incorrect)

Non-Returnable Items

The following items cannot be returned:

  • Custom or personalized orders
  • Made-to-order items created to customer specifications
  • Gift cards
  • Items that have been used, washed, altered, or damaged after delivery
  • Clearance or final-sale items

Damaged or Incorrect Orders

If your order arrives damaged or you receive the wrong item, please contact us within 7 days of delivery.

Include:

  • Your order number
  • Photos showing the damage or incorrect item

We will review the claim and, if approved, provide a replacement, store credit, or refund.

Refunds

Once your return is received and inspected, we will notify you of the approval status.

If approved:

  • Refunds will be issued to the original payment method.
  • Processing time is typically 5–10 business days, depending on your payment provider.

Original shipping charges are non-refundable unless the return is due to our error.

Return Shipping

  • Customers are responsible for return shipping costs unless the item was damaged, defective, or shipped incorrectly.
  • We recommend using a trackable shipping service, as we cannot guarantee receipt of returned items.

Cancellations

Orders may be canceled within 24 hours of purchase.

After production has started, custom or handmade orders cannot be canceled.

Exchanges

We currently do not offer direct exchanges. If eligible, please return the item and place a new order.

Contact Us

If you have questions about your order, please contact us through our store's contact page or customer support email.

We appreciate your support of handmade craftsmanship and thank you for choosing Kathryn's Cozy Creations.