Return Policy
Thank you for supporting Bookwyrm Does Needle Felting. Every item is handmade with care, time, and attention to detail. Because fibre art is delicate and often one-of-a-kind, please read this Return Policy carefully before placing an order.
1. Handmade Product Policy
Each needle felted piece is handmade, which means no two items are exactly the same.
Small differences in shape, size, colour, texture, expression, or finishing are normal and are not considered defects. These unique details are part of the handmade nature of the artwork.
2. Returns
- The item is unused
- The item is in its original condition
- The item is returned in safe packaging
- The return request is approved before sending it back
- The item is not a custom or personalized order
3. Non-Returnable Items
- Custom orders
- Deposit
- Personalized items
- Made-to-order pieces
- Digital products, if any
- Sale or clearance items
- Items damaged by customer handling
- Items damaged by pets or children
- Items returned without approval
- Items that have been used, altered, or displayed in unsafe conditions
4. Custom Orders
Custom orders are created specifically for you and require planning, materials, time, and artistic work.
For this reason, custom orders are usually non-refundable once the work has started.
If you need to cancel a custom order, please contact us as soon as possible. If work has not yet started, a partial or full refund may be possible depending on the situation.
If work has already started, any refund will depend on the amount of time, labour, and materials already used.
5. Damaged Items
If your item arrives damaged, please contact us within 15 days of delivery.
Please include:
- Your order number
- Photos of the damaged item
- Photos of the packaging
- A description of the issue
We will review the photos and details before offering a possible solution, which may include repair advice, replacement, partial refund, or another suitable option.
Damage caused after delivery due to rough handling, pulling, dropping, pets, children, moisture, or improper storage is not eligible for refund.
6. Lost Packages
Once an order has been shipped, delivery is handled by the shipping carrier.
If your package is delayed or appears lost, please contact the carrier using your tracking information.
If the package is officially confirmed as lost, contact us and we will review the situation.
We are not responsible for packages marked as delivered by the carrier, but we will do our best to help where possible.
7. Incorrect Shipping Address
Customers are responsible for entering the correct shipping address at checkout.
We are not responsible for orders lost, delayed, or returned due to incorrect or incomplete address details.
If an order is returned to us because of an incorrect address, the customer may be responsible for additional shipping costs to resend the package.
8. Refunds
If your return is approved and received in acceptable condition, your refund will be processed to the original payment method.
Shipping fees are usually non-refundable unless the issue was caused by an error on our side.
Please allow time for the refund to appear in your account, depending on your bank or payment provider.
9. Exchanges
Exchanges may be offered depending on product availability.
Because many fibre art pieces are one-of-a-kind, an exact replacement may not always be possible.
If an exchange is approved, the customer may be responsible for return shipping and new shipping costs unless the issue was caused by an error on our side.
10. Cancellations
If you need to cancel an order, please contact us as soon as possible.
If the order has not yet been processed or shipped, cancellation may be possible.
If the order has already shipped, it cannot be cancelled, but you may contact us to discuss return options.
Custom orders may not be eligible for cancellation once work has started.
11. Return Shipping
Unless the return is due to an error on our side, customers are responsible for return shipping costs.
We recommend using a tracked shipping service, as we cannot be responsible for returned items lost in transit.
Returned items must be packaged carefully. If an item is damaged during return shipping due to poor packaging, a refund may not be approved.
12. Care Responsibility
Needle felted items are delicate art pieces. To keep them in good condition:
- Handle gently
- Keep away from pets and small children
- Avoid pulling fibres
- Keep away from water and moisture
- Do not wash
- Keep away from direct heat or flames
- Display in a safe, dry place
Damage caused by improper care is not eligible for return or refund.
13. Contact Us
For returns, damages, cancellations, or refund questions, please contact:
Bookwyrm Does Needle Felting
Email: Sarahbrous@gmail.com
Website: bookwyrmneedlefelting.com
