Refund policy
Return & Refund Policy - The Baseline Handicraft
Last updated: November 2025
1/ Overview
We’re a small artisanal business. Each crochet piece is handmade and may show slight, natural variations. This policy explains when and how returns, exchanges, and refunds are handled.
- Standard returns window: 30 days from delivery for eligible items (see sections below).
- EU right of withdrawal: 14 days for eligible non-custom items (see §6).
- Custom / personalized items: generally not returnable unless defective or incorrect (see §4 & §5).
For any question, contact thebaselinehandicraft@protonmail.com.
2/ Eligibility for Return (non-custom items)
To be eligible, all of the following must be true:
- Request is made within 30 days of delivery.
- Item is unused, unworn, unwashed, and in the same condition received.
- All tags/labels attached and original packaging included.
- You provide the order number and proof of purchase.
Who pays return shipping?
Unless we made a mistake or the item is defective (see §4–§5), the buyer pays return shipping. We recommend tracked shipping; loss in transit for buyer-arranged returns is the buyer’s responsibility.
3/ How to Start a Return
To start a return, contact us at thebaselinehandicraft@protonmail.com with your order number, item name, and reason for return.
If your return is accepted, we’ll send you detailed instructions and the return address, which is communicated only after approval for privacy and security reasons.
Items returned without authorization will not be accepted.
Please ship returns within 14 days of approval and retain proof of postage.
4/ Damaged/Defective or Wrong Item Received
Please inspect your order upon delivery and email us within 48 hours if the item is defective, damaged, or if you received the wrong product.
Include:
- Order number
- Photos of the outer box/packaging & the item (close-ups of the issue)
- A brief description
If confirmed, we’ll offer one of: a replacement, repair, missing part, or a full refund (including return shipping where applicable).
Normal handmade variations, yarn texture differences, or minor colour shifts due to screen display are not considered defects.
5/ Exceptions / Non-Returnable Items
- Custom / personalized / made-to-order pieces (e.g., specific colours / sizes, names) - no return unless defective or incorrect.
- Sale or final-sale items - no return unless defective.
- Gift cards - non-returnable and non-refundable.
- Hygiene-sensitive items (e.g., hair accessories, earrings if applicable) - no return once opened/used.
If you’re unsure whether your item qualifies, email us before ordering or returning.
6/ European Union: 14-Day Right of Withdrawal (Non-Custom Items)
If your order ships to the EU/EEA, you have a 14-day cooling-off period from delivery to cancel without giving a reason (applies to non-custom items only).
- You must notify us within 14 days at thebaselinehandicraft@protonmail.com.
- Items must be returned unused and in original condition/packaging.
- Return shipping is paid by the buyer (unless we agree otherwise or the item is defective).
- We will refund the item price and the standard outbound shipping cost, if any (supplemental express surcharges are not refundable), after we receive and inspect the return.
Not applicable to custom / personalized items (Directive 2011/83/EU, Article 16(c)).
7/ Exchanges
Want a different colour or size?
The fastest way is to return the item (if eligible) and place a new order for the one you prefer.
We’ll process the refund once the original is received and inspected.
8/ Refunds - Timing & Method
- We’ll email you when your return is received and inspected and let you know if it’s approved.
- If approved, refunds are issued to your original payment method within 10 business days.
- Your bank or card provider may take additional time to post the refund.
- If 15 business days have passed since our approval and no refund appears, contact us at thebaselinehandicraft@protonmail.com.
Shipping fees are non-refundable unless we shipped the wrong item or the item was defective.
If a return arrives used/damaged or missing parts not due to our error, we may issue a partial refund or decline the return.
9/ Parcels Marked Undeliverable / Refused / Unclaimed
If a package returns to us due to wrong address, refusal, or unclaimed status, we can reship it (buyer pays reship postage) or refund the item price minus original shipping once received back in resalable condition.
10/ Best Practices for Safe Returns
- Use original packaging where possible.
- Choose a tracked service and keep the receipt.
- Pack with care to avoid yarn snagging, deformation, or odours (smoke/perfume).
11/ Contact
The Baseline Handicraft
Email: thebaselinehandicraft@protonmail.com
Adress: 21 rue Rotrou, 28100, Dreux, France