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At Craft, we naturally want you to be completely satisfied with your products. That’s why we always offer a 30-day open purchase and right of withdrawal. The only requirement is that the item is returned in its original condition and has not been used. Always include the original packaging and any accompanying accessories.
Below, we have gathered all the information you may need to make your return as smooth as possible.
From November 15, we offer an extended return period until January 15.
The product has not been washed or used in any way and is returned in undamaged original packaging. Shoe boxes are considered original packaging.
All tags and labels are still attached.
For underwear purchases, the seal (the plastic bag around the product) must not be broken for the return to be accepted.
Unless otherwise stated, you may try our products to see if they fit, but you may not use them.
The product is complete (for example, both items of a pair must be returned).
You have kept the shipping receipt, in case the return is lost during transport.
To enable a possible return, you must be able to provide proof of purchase. Craft therefore recommends that you keep your order confirmation and payment reference as proof of purchase.
Go to our return portal and follow the instructions.
Choose whether you want to:
Print the shipping label, or
Use a QR code (if availible) at the service point (the service point will print the label for you)
Place the product in its original packaging and use outer packaging to avoid damage.
Products in plastic bags must be folded and returned in their original condition.
If you attach the shipping label yourself, make sure no old shipping labels are visible.
If you use a QR code, show the code at the service point and they will assist you.
Hand in the parcel and keep the receipt from the service point.
If you selected invoice as your payment method and return part of your order, you will receive an updated invoice once the return has been processed. If you return your entire order, the invoice will be cancelled.
If you have already paid your invoice, you need to contact Klarna, who will handle the refund.
If you paid by card or bank transfer, the refund will be made to the account that was charged at the time of purchase.
If a product you purchased is defective, CRAFT applies applicable consumer protection legislation. The right to claim applies only to original defects and does not cover defects caused by normal wear and tear.
If you are not satisfied with your products due to obvious material or manufacturing defects, including damage that occurred during transport, please notify us as soon as possible.
To make a claim, use our return portal. To start the claims process, you need to provide the email address used at the time of purchase as well as your order number, which can be found in your order confirmation.
Follow all steps where you select CLAIM, choose the product you wish to claim, state the reason, select the shipping carrier, and choose whether you want to return using a QR code or a printed return label.
Craft reserves the right to first remedy the defect, secondly replace the product, and lastly issue a refund. To enable a possible claim, you must be able to provide proof of purchase, and Craft therefore recommends that you keep your order confirmation and payment reference.
Once we have received the product and the claim has been finally approved, a decision will be made regarding the appropriate action. In the event of a refund, the amount will be returned to the card used for the original purchase.
We will, of course, cover the return shipping costs for approved claims, provided that the instructions have been followed.
We do not offer direct exchanges. To change size or color, you will need to make a return and then place a new order for the desired product.
Go to our return portal and follow the instructions. Enter the email address used for the purchase along with your order number from the order confirmation. Then select return and complete the process for the items you wish to send back.
Once the return has been registered, you can place a new order for the correct size or color in the webshop.
Note: If you used a discount code at the time of purchase and need to change size or color, please contact our customer service before placing your new order.