Refund policy
Refund & Return Policy
At Elie Crafts, we want every customer to feel confident when placing an order. If there is an issue with your purchase, please contact us and we will review the case carefully.
Returns
We accept return requests within 90 days of the delivery date.
To be eligible for a return, the item must:
- Be unused and in the same condition in which it was received
- Be returned in its original packaging
- Include all original parts, accessories, and components
- Show no signs of damage, misuse, alteration, or wear caused after delivery
To request a return, please contact us at elliecraftscustomerservice@gmail.com with:
- Your order number
- The email address used for the purchase
- The reason for the return
- Photos of the item and packaging, if requested
Returns sent without prior approval may not be accepted.
Return Shipping
Customers are responsible for return shipping costs unless the item arrived damaged, defective, or incorrect.
We strongly recommend using a tracked shipping method for returns. We are not responsible for return packages that are lost, delayed, or damaged while being sent back to us.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery.
To review the case, we may ask for:
- Clear photos or videos of the issue
- Photos of the outer packaging
- Photos of the shipping label
- Any other evidence needed to verify the problem
If the issue is confirmed, we may offer:
- A replacement
- A partial refund
- A full refund
The resolution will depend on the nature of the issue.
Handcrafted Product Variations
Each lamp is handmade, so slight variations in appearance may occur. Differences in wood tone, grain, resin details, texture, or finish are part of the product’s character and are not considered defects.
These natural variations do not qualify for a refund or replacement unless the item is genuinely damaged, defective, or materially different from what was ordered.
Order Cancellations
Orders may be canceled only before they enter production or fulfillment.
Because our lamps are handmade and prepared through a production process, cancellation requests submitted after production has started may not be approved.
If your order has already shipped, it cannot be canceled. You may request a return after delivery in accordance with this policy.
Refund Processing
Approved refunds are issued to the original payment method used at checkout.
If a return is required, the refund will be processed only after the returned item has been received and inspected.
Once approved, refunds are typically submitted within 5–10 business days. Your bank or payment provider may require additional time to make the funds visible in your account.
Non-Refundable Situations
Refunds may be refused in cases including, but not limited to:
- Incorrect shipping details provided by the customer
- Failed delivery caused by an incomplete or incorrect address
- Refusal to accept delivery
- Items returned without prior approval
- Items returned used, damaged, altered, or incomplete
- Delays caused by customs, carriers, or circumstances outside our reasonable control
- Minor handmade variations that do not affect the product’s function or overall appearance
Lost or Delayed Packages
If your package appears delayed, please contact us so we can review the tracking status.
Shipping times are estimates and may vary due to carrier delays, customs processing, local delivery conditions, or seasonal demand.
A package is not considered lost solely because it is delayed. We will review lost-package claims based on tracking information and carrier confirmation where applicable.
Contact
For any return, refund, cancellation, or damaged-item request, please contact:
elliecraftscustomerservice@gmail.com
Please include your order number so we can assist you as quickly as possible.
Legal Rights
This policy is intended to explain our store procedures and does not limit any mandatory consumer rights that may apply under local law.