Effective date: September 8, 2026
We want every custom crochet portrait to arrive as ordered. Because each item is personalized for one customer, the rules below differ from those for ordinary, non-custom merchandise.
Personalized items are generally final sale
Custom and personalized products cannot normally be returned or exchanged because of a change of mind, an unwanted gift, or a preference that was not included in the order details. This does not limit any non-waivable rights available under applicable law.
Cancellations and order changes
Contact us immediately if you need to cancel or change an order. Requests are governed by our Cancellations & Order Changes Policy. Once production has started, cancellation or major changes may no longer be possible because materials and labor have already been committed to your personalized item.
Handmade character and previews
Crochet portraits are artistic interpretations rather than exact replicas. Small differences in yarn color, proportions, facial details, stitching, or measurements are part of the handmade process and are not defects. Screen settings and lighting can also affect how colors appear.
If a design preview is provided, please review names, colors, clothing, accessories, and other requested details carefully. Approval confirms that the preview may proceed to completion or shipment. Approval does not waive a claim for an item that arrives damaged, materially defective, or materially different from the approved design.
Damaged, defective, incorrect, or incomplete orders
Contact hello@wemadeecrochet.shop within 7 calendar days of delivery. Include:
- Your order number and checkout email address.
- A clear description of the problem.
- Clear photos or video showing the full item and the affected area.
- For shipping damage or missing items, photos of the packaging and shipping label.
Please keep the item and all packaging until we finish reviewing the claim.
Available remedies
If the issue resulted from our workmanship, fulfillment error, or shipping damage covered by us or the carrier, we will offer an appropriate remedy at no additional cost. Depending on the circumstances, this may be a repair, replacement, remake, replacement component, or refund. If a remake is not practical, we may issue a refund for the eligible item and applicable original shipping charge.
Do not mail a custom item back unless we provide written return instructions. In many approved defect cases, a return will not be necessary.
Issues not normally eligible
We generally cannot provide a free remake or refund for:
- Incorrect names, photos, colors, sizes, personalization details, or addresses supplied by the customer.
- Minor handmade variations that do not materially differ from the product description or approved preview.
- Normal wear, accidental damage after delivery, improper cleaning, misuse, unauthorized repair, or failure to follow care instructions.
- Delivery failure caused by an inaccurate or incomplete address supplied at checkout.
- A claim submitted without the information reasonably needed to evaluate it.
Lost or delayed shipments
Carrier delays, missing packages, and packages marked delivered are handled under our Shipping Policy. We may need to complete a carrier inquiry before approving a replacement or refund.
Refund processing
Approved refunds are issued to the original payment method. After we process a refund, banks and payment providers commonly require an additional 5–10 business days to post it. We cannot redirect a refund to a different card or account.
How to request help
Email hello@wemadeecrochet.shop with the subject “Order issue – [your order number]”. We normally respond during Monday–Friday business hours.
WeMadee Crochet
212 N. 2nd St. STE 100
Richmond, KY 40475, USA