Refund policy

Made by Charlie — Returns & Refunds

Made by Charlie is a small UK shop. Charlie chooses, checks and packs every order himself. If anything isn't right, email hello@charliecrafts.co.uk and a real person will help.

Your right to cancel (UK)

Under the Consumer Contracts Regulations 2013 you may cancel your order for any reason within 14 days of receiving it. Tell us within that period, then return the item within 14 days. We refund within 14 days of receiving it back (or proof of postage).

Returns

Items must be unused and in original condition and packaging.
You cover return postage unless the item arrived faulty or damaged.
Use a tracked service — until it reaches us the item is your responsibility.

Faulty, damaged or wrong items

If your order arrives faulty, damaged or not as described, contact us within 30 days with a photo and we'll arrange a free replacement or full refund, including postage. This is in addition to your rights under the Consumer Rights Act 2015.

Refunds

Refunds go to your original payment method, usually within 5–10 business days once processed.

Charlie's Care Cover

Care Cover is an optional extra that lets us replace a lost or damaged order quickly with no claims process. It is a convenience and never replaces or limits your statutory rights, which apply whether or not you add it.