Refund & Returns Policy

Last updated: 18 April 2026

Thank you for shopping with Leila's Crafts. We want you to be completely happy with your purchase. If you are not satisfied, please read our policy below.

1. Returns Window

We accept returns within 15 days of the date of purchase (in-store) or the date your pre-order is marked as completed. After 15 days we are unable to offer a refund or exchange.

2. Condition of Returned Items

To be eligible for a return, items must be:

Unused and in the same condition that you received them
In their original packaging where applicable
Accompanied by your proof of purchase (receipt, order confirmation or transaction code)

Items that are damaged, used or missing packaging will not be accepted for return.

3. Personalised & Custom Orders

Personalised, bespoke or custom-made items are non-refundable and non-exchangeable, unless they are faulty or not as described. This includes any items made to your specific design, colour choice or personalisation request.

Pre-orders that have been accepted and are in production cannot be cancelled once work has begun.

4. How to Request a Return

To start a return, please contact us with:

Your name and contact details
Your transaction code or order reference
The reason for your return

You can reach us in person at our stall or via email. We will confirm whether your return is eligible within 2 business days.

5. Return Postage

Customers are responsible for the cost of return postage. We recommend using a tracked service as we cannot be held responsible for items lost in transit. Original postage and packing costs are non-refundable.

For in-store purchases, items must be returned in person.

6. Refunds

Once we have received and inspected your returned item, we will notify you of the outcome. If approved, your refund will be processed via:

Original payment method (cash or card, matching how you originally paid), or
Exchange for an item of equal value

Cash refunds are made on the spot for in-store returns. Card refunds may take 3–5 business days to appear on your statement, depending on your bank.

7. Exchanges

If you would like to exchange an item for a different product of equal value, we are happy to arrange this subject to stock availability. If the replacement item is of higher value, you will be asked to pay the difference.

8. Faulty or Damaged Items

If you receive an item that is faulty, damaged or not as described, please contact us as soon as possible. We will offer a full refund or replacement at no additional cost, including return postage where applicable.

9. Pre-Orders

Pre-orders are subject to the same 15-day returns window from the date of completion. Personalised pre-order items follow the exclusion in Section 3 above.

10. Contact Us

If you have any questions about our refund and returns policy, please do not hesitate to get in touch. We are always happy to help.