Refund policy

We have a 28-day return policy, which means you have 28 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. Books and patterns may not be returned.

To start a return, please contact us at info@thecraftmerchants.com. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us, without first requesting a return, will not be accepted.

You can always contact us for any return question at info@thecraftmerchants.com.

Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can resolve the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, i.e. Patterns and Pattern Books. Unfortunately, we cannot accept returns on sale items or Gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Refunds will be made on receipt of returned goods and credited by the same method as the original payment, or we will offer an exchange or credit note, depending on the choice of the customer.

We will issue a refund for the cost of the items less actual postage cost incurred by us (we often pay more for shipping than is charged to the customer).

Goods delivered carriage free of charge will be subject to a carriage charge if returned for refund.

We cannot accept liability for returned goods which are lost or damaged in transit.

We advise to return items by registered post. Proof of postage will not be accepted as proof of delivery.

Any damaged or malfunctioning items must be highlighted to us within 7 days.

Costs incurred in posting the returned item are not refundable.