Refunds & disputes

Before you pay

• Agree the item, colours, size, personalisation, price, delivery date and cost in the chat, so there's a written record.
• Items are handmade and often made to order or personalised, so returns aren't accepted. Check photos, size and details with the maker before you pay.
• If an item arrives damaged or isn't what you agreed, see below: the maker should repair, replace or refund it.

If something goes wrong

• Message the maker first with photos. Most problems are solved quickly this way.
• If it isn't resolved within 7 days, write to our Grievance Officer with your order details and screenshots of the chat. You can also tap "Report a problem" on the order.
• We will contact the maker, try to reach a fair solution, and may pause or remove a maker who doesn't respond or acts unfairly.

Workshops

If a maker cancels a workshop, they should return any amount you paid. If you cancel, please tell the maker as early as possible; refunds for late cancellations depend on the maker's policy.

Studio plans (for makers)

• Studio plans are prepaid and start as soon as the payment is confirmed, so they are not refundable once started. Paid Seller Academy courses are not refundable once unlocked.
• If you paid twice, or paid but your plan or course did not start within 2 working days, write to us with the UPI reference: we will fix it or refund the amount within 7 working days.

Coming later

We plan to offer optional online payment with buyer protection. Until then, we cannot hold or return money on a maker's behalf.