Customer Protection & Buyer Guarantee

Shopping with a small print-on-demand studio should never feel like a gamble. Every CraftedPoppy order is covered by the promises below, from the moment you check out until your parcel is safely in your hands.

1. Your order arrives, or you get your money back

If your parcel is confirmed lost by the carrier, or never arrives within the delivery window on our Shipping Policy page, we will reprint and reship it free of charge — or issue a full refund, whichever you prefer.

2. Damaged, defective or misprinted items are replaced free

Print flaws, cracked designs, holes, stains and wrong sizes or colours are on us. Send us a photo within 30 days of delivery and we will ship a replacement at no cost. You do not need to return the faulty item.

3. You never pay for a mistake we made

Wrong item, wrong size, missing item from a multi-item order — we cover the reprint and the return shipping. No restocking fees, ever.

4. Secure checkout

Our entire store runs over an encrypted HTTPS connection. Card and payment details are handled directly by our payment providers and are never stored on our servers. See Payment Methods & Security.

5. Your data stays yours

We collect only what is needed to produce and deliver your order. We never sell your personal information. See our Privacy Policy.

6. A real person answers

Every message gets a human reply. We aim to respond to all enquiries within 1–2 business days.

How to make a claim

1. Contact us through our Contact page within 30 days of delivery.
2. Include your order number and, for damage or print faults, a clear photo of the item.
3. We review it and confirm your replacement or refund — usually within 1–2 business days.
4. Approved refunds are returned to your original payment method within 5–10 business days.

What is not covered

• Change of mind on a personalised or made-to-order item once production has started.
• Normal wear, or damage caused by incorrect washing (please follow the care instructions on the label).
• Parcels marked delivered to the address you supplied but taken from an unattended location.
• Delivery addresses entered incorrectly at checkout and not corrected before the order ships.

Full terms are in our Refund & Return Policy and Terms of Service.

Contact us

Something wrong with your order? Tell us and we will make it right.

• Email: support@craftedpoppy.com
• Phone: +84 899960292
• Address: 36 Duong Truong My, P. Pham Ngu Lao, TP. Hai Duong, T. Hai Duong, Vietnam
• Support hours: Mon – Sat, 9AM–5PM EST
• Response time: within 24 hours

Prefer a form? Use our Contact page.