We’re a small, made‑to‑order shop. Most items are produced just for you within 1–3 days. If something goes wrong, we’ll make it right. This page explains when and how we issue refunds. For sending an item back, see our separate “Returns Policy”.

When a refund is available

  • Our mistake: defective print/materials, wrong item/color/size sent, or damage on arrival.
  • Carrier loss: tracking stalls and the carrier confirms the parcel is lost.
  • Out‑of‑stock after purchase: we’ll notify you and refund promptly.
  • Non‑custom items returned in approved condition (per Returns Policy).

Custom/personalized pieces are refunded only if there’s a defect or we made an error.

What we need to review

Email support@craftgatedesign.com with:

  • Order number and issue summary
  • Clear photos of the item, issue area, outer box, and shipping label (for damage/defect)
  • Your preferred outcome: refund, remake, or store credit

We usually respond within 1–2 business days.

How we issue refunds

  • Method: back to your original payment method (PayPal or Visa/Mastercard)
  • Timing after approval: we submit within 0–2 business days; banks typically post in 3–7 business days
  • Partial/keep option: for minor issues you’re happy to keep, we can offer a partial refund or credit without a return

Costs we cover vs. you cover

  • Our fault (defect, wrong item, damaged, lost): we cover return shipping or waive the return.
  • Change of mind/size change on non‑custom items: return shipping is your responsibility; original shipping isn’t refundable.

International orders

Refunds are issued in the original currency/method. Local customs/taxes are set by your country; we can provide documents for you to request duty/tax relief where applicable.

Late or missing refunds

  • Check your PayPal/bank again, then your card issuer (posting times vary).
  • If 10 business days have passed since our approval email, contact us: support@craftgatedesign.com.

Gifts

  • Marked as a gift and shipped to the recipient: we can issue store credit to the recipient once the return is approved.
  • Not marked as a gift or shipped to the purchaser: refund goes to the original payer.

We aim to be fair and fast—if we fell short, tell us and we’ll fix it.