My refund and returns policy lasts 30 days. If 30 days have passed since your purchase, I cannot offer you a refund or exchange.
Most of my physical products are personalised, so I can only accept returns for goods that are damaged upon arrival. Photos showing this damage must be provided before any return is considered. If an item has arrived damaged, and proof has been provided, then I will either replace this item, or offer a full refund (including the postage).
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Due to the nature of downloaded digital items, these cannot be returned for a refund. All patterns have been tested (with the exception of custom ones), so you should not find any errors on them. If you DO find a problem with a pattern, please email me at [email protected] to inform me of the problem. I will look into this for you, and correct the error where appropriate. I cannot be held responsible for the experience or competence of the folder.
To complete your return, we require a receipt or proof of purchase.
There are certain situations where only partial refunds are granted:
Items with obvious signs of use
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 30 days after delivery
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment, within a couple of days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact me at [email protected].
Only regular priced items may be refunded. Sale items cannot be refunded.
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at zoe[email protected] and I can give you the return address.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
To return your product, in the first instance you should email me at zoesnovelcre[email protected] I will then provide the return address to you.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.