1. Cancellations
Once an order is placed, you have 24 hours to make changes or cancel the order. After 24 hours, no changes, cancellations, or refunds will be accepted as the order is already prepared for shipment. If you have any issues with your order, please contact us directly via chat or email at contact.craftvie@gmail.com.
2. Missing Parts
Our product packaging should contain all required parts, hardware, and tools for you to fully assemble the product. If there are parts or tools missing, please email us at contact.craftvie@gmail.com with your order number. We will coordinate to send you the missing parts at no extra cost.
3. Returns & Refunds
We have a 14-day return policy, meaning you have 14 days after receiving your item to request a return. If 14 days have passed since your purchase, unfortunately, we cannot offer a refund or exchange.
Damages & Issues
If damage occurs during delivery, please take photos of the packaging and the damaged item. Submit these along with your receipt or order number to us via email at contact.craftvie@gmail.com within 1 day of receiving your order. Based on the photos/video provided, we will advise the best solution, which may include a replacement, return, or refund. Without images or a video, it will be difficult for us to recommend the best course of action.
Defective or Incorrect Orders
In the rare event that your order is defective or incorrect, we will replace the item and correct the issue. All built items are crafted from solid hardwood, and finishes are applied by hand. Natural characteristics of handmade furniture are not considered defects. We only exchange items if they are defective or damaged. Please reach out to us if you need to request an exchange.
Return Shipping Costs
If the return is not due to a defect or error on our part, buyers are responsible for return shipping costs. Items must be in their original condition, unworn or unused, with tags, and in the original packaging.
How to Initiate a Return
To initiate a return, please contact us at contact.craftvie@gmail.com with your order number and reason for return. If your return is accepted, we will provide a return shipping label and instructions. Please note that items sent back without prior return approval will not be accepted. If a package is returned to CraftVie because of an incorrect or incomplete address, the customer will be responsible for all shipping charges.
Refunds
Once we receive and inspect your return, we will notify you if the refund is approved. If approved, your refund will be processed to your original payment method within 10 business days. If it has been more than 15 business days since your return was approved, please contact us for an update.
For any return or refund questions, feel free to contact us at contact.craftvie@gmail.com. Our team is happy to assist and ensure a smooth process.