Shopping from small makers and independent vendors is a wonderful way to find unique, handcrafted items. However, occasionally things can go wrong—your order might arrive later than expected, damaged in transit, or not quite match the description.
If you find yourself in this situation, don’t worry. Here is a simple step-by-step guide to getting the issue resolved.
Step 1: Always Contact the Vendor First
The first and most important thing to do is to message the seller directly. Most issues are simple misunderstandings or postal delays that the vendor can quickly put right.
How to contact a vendor:
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Go to your Crafts City account HERE.
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Click on “Order”.
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Find Your order, click on it
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Click on Get Support. Explain the problem clearly (e.g., “My item hasn’t arrived,” “The mug arrived cracked,” or “The necklace is blue, not green as described”).
Giving the vendor a chance to resolve the issue is nearly always the fastest route to a refund, replacement, or return.
Step 2: Know Your Legal Rights
When messaging the vendor, it helps to understand your basic legal rights regarding online purchases.
The 14-Day “No Reason” Refund Rule (Distance Selling Regulations)
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You can request a refund for any non-personalised item within 14 days of receiving it—without giving a reason.
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You must return the item to the vendor within those 14 days.
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The vendor must then issue your refund within 14 days of receiving the returned item.
Important exception: This does not apply to personalised or custom-made items (e.g., a necklace engraved with your name or a bespoke painting). For these items, a vendor is only expected to accept a return and refund if the item is faulty.
Delivery Timeframes
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Unless the vendor has communicated a different timeframe (e.g., “made to order in 4–6 weeks”), your items should be dispatched to you within 30 days of purchase. This is a requirement under online trading laws.
For a full breakdown of your consumer rights, you can read more here:
👉 gov.uk/accepting-returns-and-giving-refunds
Step 3: What If the Vendor Doesn’t Respond or Resolve the Issue?
Most vendors on Crafts City are honest, hardworking makers who want you to love your purchase. However, on rare occasions, a vendor may be unresponsive or refuse to help.
Important Note on Liability
Please remember that, as per our Terms & Conditions, each vendor is solely responsible for their own store and the fulfilment of orders. Crafts City provides the platform for them to sell but accepts no liability for the items sold on the site.
That said, we are not here to abandon you. If you have made numerous good-faith attempts to contact the vendor and the issue remains unresolved, the Crafts City Team can step in to offer support.
How to Request Support from Crafts City.
Contact Us HERE. Our team will then review the situation and advise on what can be done next.
Summary: Your Quick Action Plan
| Problem | First Step | Time Limit Reminder |
|---|---|---|
| Item doesn’t arrive | Message vendor to check dispatch date | Vendor should dispatch within 30 days |
| Item arrives damaged | Message vendor with photos of damage | Claim as soon as possible after delivery |
| Item not as described | Message vendor (you can return for any reason within 14 days) | 14 days to return from receipt |
| Personalised item is faulty | Message vendor (returns only for faults, not change of mind) | No standard 14-day right – act quickly |
| Vendor ignores you | After several attempts, click “Support” on your order | No strict time limit, but don’t delay |
Final tip: Always keep your order confirmation emails and any photos of damaged items. They will help resolve your issue much faster.
Happy (and safe) shopping from everyone at Crafts City
