Returns & Refunds

You can return a ready-made item within 7 days of delivery if it is:

• unused, unwashed and in its original condition, with any tags and packaging;
• not a custom, personalised or made-to-order piece.

Custom pieces are made just for you, so they can’t be returned for a change of mind. If one arrives damaged, faulty or noticeably different from what we agreed, contact us within 7 days of delivery and we’ll repair, remake or refund it.

If any item arrives damaged or faulty, email us within 7 days of delivery with your order reference and photos. We’ll arrange a repair, replacement or refund, and cover the return delivery cost.

1. Email pipelinecrochet@gmail.com or use the contact form with your order reference and the reason.
2. We’ll confirm the return and where to send the item.
3. Pack it carefully. Unless the item is faulty or we sent the wrong item, the return delivery cost is yours.
4. Please don’t send items back without contacting us first.

• Once we receive and check the item, we’ll email you to confirm the refund.
• Refunds are made only to the original method of payment, within 7 working days of approval. Your bank may take longer to show it.
• The original delivery charge is refunded only if the item was faulty or we made a mistake.
• For international orders, customs duties and taxes you paid on delivery can’t be refunded by us.

Prefer a different piece? Return the item as above and place a new order, or ask us and we’ll help arrange an exchange if the new item is available.

• Ready-made items: you can cancel free of charge any time before the order is dispatched.
• Custom pieces: you can cancel free of charge until we start making your piece. After that, we may keep a reasonable amount for materials and work already done, which we’ll explain before refunding the rest.