Returns & Refunds

Last updated: 16 June 2026

14-Day Right to Return

Under UK consumer law (Consumer Contracts Regulations 2013), you have the right to return most items within 14 days of receipt, for any reason, and receive a full refund.

To start a return, email us at contact@craftymousegifts.com within 14 days of receiving your order. Please include your order number and reason for return.

• Items must be returned in their original condition and packaging
• Return postage is at your own cost (unless the item is faulty or incorrect)
• We recommend using a tracked service as we cannot accept responsibility for items lost in transit
• Refunds are issued within 14 days of receiving the returned item, to your original payment method

Exceptions to the Right of Return

• Personalised or custom-made items (made to your specifications)
• Items that have been used, opened or damaged after delivery
• Perishable items

Faulty or Incorrect Items

If your item arrives damaged, faulty or different from what you ordered, please contact us within 30 days of delivery at contact@craftymousegifts.com with:

• Your order number
• A description of the issue
• A photo of the item and packaging

We will arrange a replacement or full refund, including return postage costs, at no charge to you.

Refund Timeline

• Refunds are processed within 14 days of receiving your return
• Refunds are made to your original payment method via Stripe
• Bank processing times may add 3–5 working days for the refund to appear

Exchanges

We are happy to exchange items where possible. Please contact us to discuss — availability may vary as our products are made in small batches.

How to Return

Please email contact@craftymousegifts.com before sending anything back — we'll discuss the best solution together and provide return instructions if needed. We aim to respond within 1–2 working days.

Contact Us

For any questions about returns or refunds, please email contact@craftymousegifts.com — we aim to respond within 1–2 working days.