Refunds & Returns

1. Our Promise

Every BerryLoom piece is made by hand with care. If something arrives damaged, defective, or significantly different from what you ordered, we'll make it right — promise. Read on for how it works.

2. Return Window

You have 7 days from the day your order is delivered to raise a return or refund request. Requests after this window can only be accommodated on a case-by-case basis.

3. Eligible Returns

• Item arrived damaged or defective.
• Wrong item shipped.
• Item significantly differs from the listing photo and description (beyond the natural variation of handmade goods).

4. Not Eligible

• Custom & personalised orders — made specifically for you, so they can't be returned unless damaged or defective.
• Items used, washed, or with signs of wear.
• Slight variations in colour, size, or stitch — these are part of every handmade piece.
• Items on clearance or marked "final sale".

5. How to Start a Return

• Email berryloom2014@gmail.com or WhatsApp us within 7 days of delivery.
• Include your order number, a short description of the issue, and clear photos.
• We'll review within 1–2 business days and share next steps (return address, pickup, or replacement).

6. Return Shipping

For damaged, defective, or wrong-item cases, we cover return shipping. For change-of-mind returns (when accepted at our discretion), you'll be responsible for shipping the item back safely packed.

7. Refunds

Once we receive and inspect the returned item, eligible refunds will be credited to the customer's account within 5–8 business days to the original payment method. Bank processing times may add a few extra days.

8. Exchanges & Replacements

Prefer an exchange or a fresh handmade replacement? Let us know — for damaged or defective items we'll happily remake and reship at no extra cost (subject to yarn availability).

9. Order Cancellations

Ready-made orders can be cancelled for a full refund if they haven't shipped yet. Custom orders can be cancelled for a full refund only before we start production. Once stitching has begun, the 50% advance is non-refundable.

10. Questions

Anything unclear? We'd rather chat than leave you guessing — reach us at berryloom2014@gmail.com or via our contact page.