Policies
A quick guide to how ordering, personalisation and delivery work at The Craftly Shop. For anything specific to your order, just message us — we're happy to help.
Custom & made-to-order
Most of our gifts are handmade and personalised to order. Because each piece is crafted individually, we confirm the personalisation details (names, dates, photos, spelling and any custom text) with you before we begin. Please double-check these details when you place your order — once a personalised item is in production it may not be possible to change it.
Placing an order
Orders and enquiries are handled personally over WhatsApp. Share the gift you like, the occasion and any personalisation, and we will confirm availability, price and the time needed to make it. Online checkout and payment are not enabled yet; your order is confirmed through your conversation with us.
Delivery & timelines
As handmade items are made to order, production and delivery timelines vary by product and personalisation. We will always share an estimated timeline for your specific order on WhatsApp before it is confirmed, so you can plan around your occasion.
Cancellations & changes
If you need to change or cancel an order, please message us as early as possible. We will do our best to help. Personalised and made-to-order items that are already in production cannot usually be cancelled or returned, as they are created specifically for you.
Damaged or incorrect items
We take great care with every piece and its packaging. If something arrives damaged or is not what was agreed, please contact us promptly on WhatsApp with photos, and we will work with you to make it right.
Privacy
We only collect the information needed to respond to your enquiry and complete your order — such as your phone number and the details of the gift. We do not sell your information. Any details you share are used solely to help with your order and to contact you about it.
Still have a question?
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