Return & Refund
Handmade Product Disclaimer
Due to the handmade nature of our squishy toys, slight imperfections may occur. We are unable to accept returns unless there is a quality issue or damage caused during shipping. Thank you for your understanding!
Quality Issues & Shipping Damage
If you receive an item that is incorrect, damaged, or defective, please record a video before opening the box and contact our customer service team within 7 days of delivery for a refund or exchange.
Pinch Bag Notice
Cold weather or transportation conditions may cause the pinch bag to crack. To ensure a smooth experience, we include extra bags with each order—please replace the pinch bag if needed.
How to Request a Return
To initiate a return, please email our customer service team at support@craftlulu.com and stay in contact until your request is fully resolved.
Order Cancellations After Shipping
If you cancel an order after it has shipped, the shipping costs incurred will be deducted from your refund.
Promotional Discounts
Refunds will account for any promotional discounts or free shipping by deducting the equivalent shipping cost from the refund amount.
Refund Process
- Contact Us – Email support@craftlulu.com to request a return. Include item details, the reason for return, and attach pictures or videos for defective products.
- Approval – If approved, we will provide a Return Authorization Number and instructions. Returns without this authorization will not be accepted.
- Return Shipping – Send the item(s) back with original packaging and accessories within 7 business days of approval.
- Refund Issuance – Once we receive the return, a refund will be processed to your original payment method within 5 business days.
Non-Returnable Items
We are unable to accept returns for:
- Items damaged due to misuse, modifications, or natural disasters.
- Worn, washed, or incomplete items, including those missing labels or stickers.
- Free gifts, customized products, and sale items.
