Refund policy

Returns & Refund Policy

Thank you for shopping with Crane & Cloud. Each item is made or finished by hand with care, and I want you to be happy with your order.

Returns

You may request a return within 7 days of receiving your order.

To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging. You will also need your order confirmation or proof of purchase.

To start a return, please contact me at craneandcloud@gmail.com with your order number and reason for the return.

If your return is accepted, I will send you instructions on how and where to return your item. Please do not send items back without contacting me first, as returns sent without approval may not be accepted.

Return courier costs are the responsibility of the customer, unless the item is defective, damaged, or the wrong item was sent.

Handmade items and small variations

Crane & Cloud products are handmade or hand-finished, which means small variations may occur from piece to piece.

For trinket trays, tiny air bubbles, slight colour differences, small surface marks, or minor imperfections may sometimes be present. These are part of the handmade nature of the product and are not considered faults, provided they do not affect the use or overall quality of the item.

Please also note that product colours may appear slightly different depending on your screen settings, lighting, and photography.

Damages and issues

Please inspect your order when it arrives and contact me as soon as possible if your item is damaged, defective, or if you received the wrong item.

If your item arrives damaged, please email me within 48 hours of delivery at craneandcloud@gmail.com and include:

Your order number

Clear photos of the damaged item

Clear photos of the packaging

Once I have reviewed the issue, I will do my best to make it right.

Non-returnable items

Unfortunately, returns cannot be accepted for:

Items that have been used, damaged after delivery, or not returned in their original condition

Custom or personalised items, if offered

Sale or clearance items

Gift cards, if offered

Items returned without first contacting Crane & Cloud

Exchanges

I do not currently offer direct exchanges.

If you would like a different item, the fastest option is to request a return for the original item, and once the return has been accepted, place a new order for the item you would prefer.

Refunds

Once your return has been received and inspected, I will let you know whether the refund has been approved.

If approved, the refund will be processed to your original payment method. Please note that it may take a few business days for your bank or payment provider to process the refund.

Original courier/shipping fees are non-refundable, unless the item was defective, damaged, or the wrong item was sent.

Questions

If you have any questions about returns or refunds, please contact me at craneandcloud@gmail.com.