Personalised and made-to-order items
Because your item is made specifically for you, we can't accept it back for a refund if you change your mind or order the wrong size, colour or spelling. This doesn't affect your statutory rights. If you need to cancel, tell us as soon as possible — if we haven't started making it, we'll cancel and refund in full; once it's cut we can't.
If we get it wrong
If there's a mistake in the making — the wrong wording, size, colour or font compared with your order, or a fault in the materials — we'll make it again and send it free of charge, or refund you if you'd rather. Send us a photo of the item and your order number within 30 days of delivery and we'll sort it, usually the same day.
If it arrives damaged
Send a photo of the damage (and the packaging if it's visibly crushed) as soon as you can, within 48 hours of delivery. We'll make a replacement straight away at no cost — you don't need to send the damaged one back.
If the mistake is in the details you gave us
We make exactly what's entered on the order, so please check spelling and dates before you confirm. If the wording on your order was wrong, we can't replace it free — but we'll make a new one at a reduced price rather than full price. Just ask.
Non-personalised items
Items that aren't personalised (gift cards excepted) can be returned within 14 days of delivery for a refund, unused and in their original packaging. Return postage is paid by you unless the item was faulty or we sent the wrong thing. Refunds go back to the original payment method within 5 working days of the item reaching us.
Gift cards
Gift cards can't be returned or exchanged for cash.
How to report a problem
Email info@thecraftybonobo.com or reply to your order email with your order number and photos, or call 0330 229 7246 (Mon–Fri, 9–5). Amazon and eBay customers can also message us through the marketplace.
Your statutory rights
Nothing in this policy limits your rights under the Consumer Rights Act 2015. Personalised goods made to your specification are exempt from the 14-day cancellation right in the Consumer Contracts Regulations 2013.