Return Policy
Last updated: November 1, 2025
Please Note: Because of the handcrafted, personalized nature of our products, our return policy differs from that of mass-produced items. We carefully create each piece individually, and your satisfaction is our priority.
1. Standard Products
For non-customized, ready-made items from our standard collection:
- You may return unused, unopened products in their original packaging within 14 days of delivery.
- Items must be in their original condition with all tags and protective materials intact.
- Return shipping costs are the responsibility of the customer unless the return is due to our error or a defective product.
- Once we receive and inspect the returned item, we will process your refund to the original payment method within 5-7 business days.
2. Custom and Personalized Orders
Due to the personalized nature of custom orders:
- Custom-made or personalized items cannot be returned or refunded unless there is a significant defect in craftsmanship.
- If your custom item arrives damaged or with significant flaws, please contact us within 48 hours of delivery with photos of the issue.
- For approved returns of defective custom items, we may offer repair, replacement, or refund at our discretion.
3. Damaged or Defective Items
If any product arrives damaged or defective:
- Contact us within 48 hours of delivery with photos documenting the damage.
- We will arrange for repair, replacement, or refund depending on the nature of the issue and your preference.
- Return shipping for damaged or defective items will be covered by Handmadedesign.
4. Return Process
To initiate a return:
- Contact us at info@handmadedesign.world with your order details and reason for return.
- Wait for our confirmation and return authorization (we'll respond within 2 business days).
- Package the item securely in appropriate protective materials.
- Ship the item to the address provided in the return authorization.
- We recommend using a tracked shipping service for your protection.
5. Exchanges
If you wish to exchange a product:
- Follow the return process outlined above, indicating your preference for an exchange.
- Specify the item you wish to receive instead.
- If there is a price difference, we will either charge the additional amount or refund the difference.
- Custom or personalized items are not eligible for exchange except in cases of significant defects.
6. Refund Timeline and Methods
| Payment Method |
Refund Method |
Estimated Processing Time |
| Credit/Debit Card |
Original payment method |
5-7 business days after inspection |
| PayPal |
PayPal account |
3-5 business days after inspection |
| Bank Transfer |
Bank account |
7-10 business days after inspection |
| Store Credit |
Store credit |
1-2 business days after inspection |
Please note that your bank may require additional time to process the refund and display it in your account.
7. Gift Returns
For items received as gifts:
- We can process returns without the original purchaser's involvement.
- Refunds for gift returns will be issued as store credit unless otherwise arranged.
- The same eligibility criteria apply to gift returns as to standard returns.
8. Sale Items
Items purchased during sales or with special discounts follow the same return policy unless otherwise specified at the time of purchase.
9. Exceptions
We understand that special circumstances may arise. If you have an issue that falls outside the parameters of this policy, please contact us directly to discuss possible solutions. We are committed to reasonable resolution of all customer concerns.
10. Contact Information
For all return-related inquiries, please contact our customer service team:
- Email: info@handmadedesign.world
- Phone: +64 6 447 8476 (Monday-Friday, 10am-6pm NZST)
- Address: 78 Cashel Street, Christchurch 8011, New Zealand
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