We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging. You’ll also need the receipt or proof of purchase. We highly recommend sending all returns via a tracked service as we will not be able to process refunds if we do not receive your return.
If you have been sent an incorrect product or fragrance oil, please contact our customer service team to report this before raising a return. Please be aware that if you have raised a return without reporting this to our team then your return is likely to be declined. Thanks in advance for your understanding.
To start a return, please log into your Craftovator account > click 'Request Return' on the order that you would like to create a return for.
Please select the reason for the return from the dropdown box and include a note if there is any additional information that you'd like to make us aware of and then click 'Request return' to complete your return request.
If we approve your return request, you'll receive an email advising you of the next steps on where to send your return to.
If you have a question regarding a return or an exchange, please email info@craftovator.co.uk and our customer support team will be happy to assist.
Damages and Issues
Please inspect your order upon receipt and contact us immediately if a product is defective, damaged or if you receive the incorrect product, so that we can investigate the issue and make things right.
Exchanges
The fastest way to ensure that you get what you want is to return the item you have and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve approved your return and again once we've received and inspected your return and we will let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please allow 5-10 working days for refunds to show back in your account.
If you have a question regarding a return, please email info@craftovator.co.uk and our customer support team will be happy to assist.
Please note: We are unable to cover return postage costs except in the case of damaged/wrong products being received.
Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make things right.
Exchanges
The fastest way to ensure that you get what you want is to return the item you have and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please allow 5-10 working days for refunds to show on your account.