Can I change or cancel my order after placing it?
We start preparing orders quickly. If you need to change or cancel your order, please contact us as soon as possible. Once an order has been confirmed and/or is in preparation, we may no longer be able to modify it.

I didn’t receive my order confirmation email, what should I do?
Please check your spam/junk folder first. If you still can’t find it, email us with your name and the email address used at checkout.

Do you package orders carefully?
Yes. Every order is packaged with care to protect your handmade piece during shipping.

Is payment secure?
Yes. Payments are processed securely through Shopify’s payment system. We do not store your payment card details.

Which payment methods do you accept?
Available payment methods are shown at checkout.

How long does it take to prepare my order?
All orders are prepared and packaged by hand from our studio in France. Our standard processing time is 3–5 business days before dispatch (excluding weekends and public holidays).

Why does it take time?
Because our items are handmade: finishing, quality checks, packaging, and preparation are done with care, never mass-produced.

Where do you ship?
We currently ship within France, to selected European countries, and to Switzerland.
If your country is not available at checkout, feel free to contact us and we’ll confirm whether shipping is possible.

Is shipping tracked?
Yes. Orders are shipped using a tracked
delivery service. You will receive a tracking number once your order has been dispatched.

What are the estimated delivery times? (after dispatch)

• France: 2–5 business days
• Other EU countries: 5–10 business days
• Switzerland: 5–10 business days
  

These are estimates. Delays may occur due to customs checks, postal backlogs, weather, strikes, or other events outside our control.

My tracking says “delivered” but I can’t find my parcel.
Please check around your delivery area (mailbox, neighbors, concierge, safe place). If it’s still missing, contact us promptly, we’ll help you review the tracking and open a claim if needed.

 

Will I have to pay customs fees?
For orders shipped outside the European Union (e.g., Switzerland), customs duties or import taxes may apply. These charges are the customer’s responsibility and depend on the destination country.

Do you accept returns?
Yes, for non-custom items. You may request a return within 30 days of delivery, as long as the item:

• is unused, unworn, and unwashed
• is in the same condition as received
• is returned with original packaging when possible
• and you provide your order number / proof of purchase

Who pays for return shipping?
Unless we made a mistake or the item is defective, return shipping is the buyer’s responsibility. We recommend using a tracked service.

How do I start a return?
Email us at thebaselinehandicraft@protonmail.com with:

• your order number
• the item name
• the reason for return
  

If your return is accepted, we’ll send instructions and the return address.
Returns sent without authorization may not be accepted.

Can I return a custom or personalized item?
In general, no. Custom, personalized, or made-to-order items are not returnable, unless the item is defective or incorrect (our error).

How can I request a custom piece?
Please use our Custom Orders page to submit your request. We will reply within 24–48 hours to confirm feasibility, details, and timeline.

Do I have a right of withdrawal?
If your order ships to the EU/EEA, you have a 14-day cooling-off period from delivery to withdraw for non-custom items only.

This does not apply to custom/personalized items.

How do I exercise my right of withdrawal?
Email us within 14 days at thebaselinehandicraft@protonmail.com.

Items must be returned unused and in their original condition. Return shipping is paid by the buyer (unless we agree otherwise or the item is defective).

My item arrived damaged or I received the wrong item, what should I do
Please inspect your order upon delivery and email us within 48 hours with:

• your order number
• photos of the outer packaging+ the item (close-ups)
• a brief description of the issue
  

If confirmed, we’ll offer an appropriate solution: replacement, repair, missing part, or a refund.

Are handmade variations considered defects?
No. Small handmade variations (shape, stitch tension, yarn texture) are part of the artisanal nature of crochet.

Minor color differences may also occur due to screen settings and lighting.

What yarns/materials do you use
Materials and yarn details are listed in each product description.

How do I care for my crochet item?
Care instructions are provided in each product description. In general, we recommend gentle handling and avoiding harsh washing.

Is there an age recommendation?
If relevant, age recommendations are stated on the product page. For babies and young children, use should always be under adult supervision.

What is my customer account for?
Your account allows you to:

• view your order history
• save your information
• check order status (where available)

How fast do you reply?
We usually reply within 24–48 hours.

How can I contact you?
Use the Contact page or email us at thebaselinehandicraft@protonmail.com.