Returns & Exchanges Policy

Crafted by Souls

Our goal is to make you happy and proud of what you have purchased.

Because every piece is carefully made to order, we ask that you choose your items thoughtfully before placing your order. If you are not completely happy with your purchase, we are here to help.

Returns

Eligible items may be returned within 14 days of receiving your order.

To be accepted, returned items must be:

• In their original and unused condition
• Unwashed and unaltered
• In their original packaging where applicable
• With all original tags and labels attached
• Free from any signs of wear, damage, perfume or other alterations

Items that do not meet these conditions may not be accepted for return.

Exchanges

If you would prefer another item instead of keeping your original purchase, you may request an exchange for an eligible product.

Exchanges are processed once the returned item has been received and inspected.

Please allow up to 5 business days for us to process your exchange after receiving your returned item.

Store Credit

Where a return is approved, refunds may be provided as Crafted by Souls store credit, unless applicable consumer law requires another form of refund.

Store credit can be used toward a future purchase from our online store.

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.

Made-to-Order Items

Most of our products are made to order and are created especially after your purchase is placed.

For this reason, certain made-to-order, personalized or specially customized products may be final sale and not eligible for return or exchange.

The individual product page will indicate if a particular item is excluded from our standard return policy.

Gift Cards

Gift cards are final sale and are non-refundable and non-returnable.

How to Start a Return

To request a return or exchange, please contact us with your order number and the reason for your request.

We will provide you with the appropriate return instructions.

Please do not send an item back without first receiving return authorization from Crafted by Souls. Unauthorized returns may not be accepted.

Please note: the cost of returning an item is the customer's responsibility.

Damaged or Incorrect Items

We carefully check every order before it leaves us.

If your item arrives damaged, defective or is not the item you ordered, please contact us as soon as possible after delivery.

Please include your order number and photographs of the item and packaging so we can investigate and help resolve the issue.

Important Note About Handmade Products

Many of our products are handcrafted using natural materials and traditional techniques.

Small variations in colour, texture, grain, shape or finish may occur from one piece to another. These natural variations are part of the character and beauty of handmade products and are not necessarily considered defects.

Thank you for supporting independent craftsmanship and the skilled hands behind every piece at Crafted by Souls.