returns and refunds

RETURNS

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Our policy lasts 7 days. If 7 days have gone by since the date of your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. All customised and/or personalised items cannot be returned.

To complete your return, we require a proof of purchase email.

Please do not send your purchase back to us before contacting us.

There are certain situations where only partial refunds are granted: (if applicable)
* Products like shoes with obvious signs of use
* Packaging that has been opened.
* Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
* Any item that is returned more than 7 days after delivery

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, within 3 working days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at hello@thecraftstory.sg. 

 

Missing Parcel (if applicable)

All parcel posted via Normal Mail cannot be tracked or trace. Buyer will bear all cost if parcel is lost or misplaced by 3rd party delivery service via Normal Mail. We highly recommend Registered Mail. Please contact us at hello@thecraftstory.sg if you have further enquiries.

 

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged.  If you need to exchange it for the same item, send us an email at hello@thecraftstory.sg and we will get in touch with you as soon as we can.

Shipping
To return your product, you should first e-mail us at hello@thecraftstory.sg for further instructions.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.


 

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18, Boon Lay Way, Tradehub 21 Building, Singapore