RETURNS & ORDER ISSUES

Returns & Exchanges

Most GoCraftly cases are produced to order for the phone model, case type, finish, and design selected at checkout. Because of this, we generally do not accept returns or exchanges for a change of mind or a customer selection error.

If an item arrives damaged, defective, misprinted, or different from what you ordered, contact us within 7 days of delivery so we can review the issue.

Made-to-Order Items

We generally do not accept returns or exchanges for:

• Selecting the wrong phone model, case type, or finish
• Uploading the wrong image or approving an unwanted crop
• Changing your mind after production begins
• Entering an incorrect shipping address
• Minor color differences caused by screen settings
• Minor placement differences within normal print tolerances

Please review the phone model, case type, finish, design, crop, and shipping address before checkout.

Damaged, Defective, Misprinted, or Incorrect Items

A confirmed order issue may include:

• Damage
• A product defect
• A misprint
• An incorrect item
• An incorrect phone model or case caused by fulfillment

A customer-selected wrong phone model, case type, or finish is not a fulfillment error. A fulfillment issue means the item received does not match the selection shown in the order.

Email gocraftly@outlook.com within 7 days of delivery and include:

• Order number
• Email used at checkout
• Description of the issue
• Clear photos of the item
• Photo of the packaging when relevant

After the issue is reviewed and confirmed, we may offer a replacement, refund, or store credit depending on the situation.

Returns

Do not send an item back unless GoCraftly first provides return instructions.

Because our products are made to order, a physical return may not be required. If a return is required for an approved issue, we will explain how and where to send the item.

Order Changes or Cancellations

Contact us as soon as possible if an order detail needs to be changed. Production may begin shortly after an order is placed, so changes or cancellations cannot be guaranteed once production has started. Address changes also cannot be guaranteed after shipment.

Lost Packages

If a package appears to be lost during delivery, contact us so we can help review the tracking information. Resolution may depend on carrier confirmation, delivery status, and the shipping address supplied at checkout.

Refunds

If approved, refunds are issued to the original payment method within 10 business days.

Banks or card providers may take additional time.

If more than 15 business days have passed since a refund was approved, email gocraftly@outlook.com.

European Union Customers

For orders shipped to the European Union, certain non-custom items may be eligible for a 14-day cooling-off period under applicable law.

However, custom or personalized products made according to your specifications may be excluded from cancellation or return rights where permitted by applicable law.

Nothing in this policy limits rights that cannot be excluded under applicable law.

Contact Us

For questions about returns, exchanges, refunds, or an order issue, email gocraftly@outlook.com.