Hello! Thank you for supporting our small creative business. Every order is prepared with care, and we want you to be happy with your purchase.
This policy applies to all products sold under our three brands: Cuddle Lace, Enormous Happiness, and Hearty Melty.
1. Returns & Exchanges
Due to the handmade nature of our products, we generally do not accept returns or exchanges for reasons such as a change of mind, incorrect product selection, or personal preference.
However, if you receive an incorrect, defective, or damaged item, please contact us so we can help resolve the issue.
2. Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or different from what you ordered, please contact us within 7 days of delivery.
Please provide:
- Your order number.
- Clear photos or a video showing the issue.
- Photos of the packaging, if the parcel was damaged during shipping.
After reviewing your claim, we may offer a replacement, repair, or refund, depending on the circumstances and product availability.
Please keep the item and its original packaging until we have reviewed your claim. Do not return an item before receiving return instructions.
3. Handmade & Made-to-Order Products
Our products are handmade, so slight variations in colour, texture, shape, stitching, and finish may occur. These natural differences are part of the handmade process and are not necessarily considered defects.
For customised or personalised products, please check your order details carefully before confirming your purchase. Customised items are generally non-returnable unless they arrive defective, damaged, or incorrectly made.
4. Refunds
If your refund request is approved, we will notify you and explain the next steps.
Approved refunds will be issued to the original payment method whenever possible. Processing times may vary depending on your payment provider.
Original shipping fees and return shipping costs are generally non-refundable unless the return is due to our error, a defective product, or another circumstance where a refund is required by applicable law.
5. Silicone Molds & Resin Art Products
For silicone molds sold under Hearty Melty, please inspect your item upon arrival. Minor variations caused by handmade production may occur.
For resin art and other handmade items sold under Enormous Happiness, slight differences in colour, patterns, and finishes may occur between pieces.
If an item has a genuine defect or arrives damaged, please contact us within the stated reporting period with supporting photos or videos.
6. Sewing & Fabric Products
For products sold under Cuddle Lace, minor differences in stitching, fabric patterns, and measurements may occur due to the handmade process.
Please review the product description, dimensions, materials, and photos carefully before placing your order.
If you receive an item with a significant defect or an error in your order, please contact us for assistance.
7. Return Shipping
If a return is approved, we will provide instructions on how to return the item.
Customers are generally responsible for return shipping costs for approved returns due to reasons other than our error, subject to applicable law.
For items that arrive damaged, defective, or incorrect, we will discuss an appropriate solution with you.
8. Order Cancellations
Please contact us as soon as possible if you wish to cancel an order.
Orders that have already been customised, prepared, or shipped may not be eligible for cancellation. Any cancellation or refund will be handled in accordance with applicable law.
9. International Orders
For international orders, customs duties, import taxes, and other charges imposed by the destination country may be the responsibility of the customer unless otherwise stated at checkout.
If an international order arrives damaged, defective, or incorrect, please contact us with supporting evidence so we can assist.
10. Contact Us
If you have any questions about returns or refunds, please contact us through the contact details provided on our website.
Please include your order number and a description of the issue so we can assist you more efficiently.
Thank you so much for supporting my handmade crafts! Every order means a lot me ♡
Love , Lala