The first thing we recommended doing when you have any issues regarding your order is to contact the vendor. You can contact the vendor by going into your recent orders and clicking “message seller”. Messaging a seller will allow them the opportunity to make things right.
When messaging vendors it’s important to know your legal rights regarding refunds for products sold online.
You can request a refund for any items without needing to provide a reason! These items MUST be returned to the vendor within 14 days where the vendor must then send your refund within 14 days after receiving the items back. This however is not inclusive of personalised or customised items – a vendor is only expected to accept a return & refund on these type of items IF THE ITEM IS FAULTY.
You should also note that by online trading laws, unless communicated otherwise by the vendor, your items should be dispatched to you within 30 days.
You can read more about your legal rights around consumer rights and protection here – https://www.gov.uk/accepting-returns-and-giving-refunds
Please note that as per our terms & conditions, a vendor is solely responsible for their own stores and fulfilment of orders. Crafter’s Market UK simply provides a platform where they can sell and accepts no liability for the items sold on the site. But – if an issue is unresolved after numerous attempts to contact the vendor you can also request support from our CMUK Team. Just go into your recent orders list and click ‘Support’ to send a support ticket.