Returns, Refunds & Exchanges Policy

Crafty Rock Chick 72 & Pattern by Paula

At Crafty Rock Chick 72 & Pattern by Paula, every item is handmade with care and attention to detail in North Wales, UK. Many of my creations combine new, recycled and upcycled materials, making each piece unique.

I want every customer, whether shopping from the UK or overseas, to feel confident when ordering from my small handmade business.

This policy explains how returns, refunds and exchanges work for customers in Great Britain, the USA, Canada and Australia. Your statutory consumer rights under applicable law are not affected by this policy.

♻️ Returns for Non-Personalised Items

If you change your mind about an eligible non-personalised item, you may be able to return it, subject to the cancellation and return rights that apply in your country.

UK customers: For most online purchases, you generally have 14 days from receiving your order to notify me that you wish to cancel, followed by a further 14 days to return the goods. Certain exceptions apply.

International customers: Customers in the USA, Canada and Australia should contact me to discuss a return. Any applicable cancellation, refund and consumer protection rights under local law will be respected.

To arrange a return:

• Please contact me before sending an item back.
• The item should be unused and returned in its original condition, with its original packaging where reasonably possible.
• Please package the item securely to prevent damage during transit.
• Unless the item is faulty or the law requires otherwise, customers are responsible for return postage costs.
• For international returns, please contact me before posting so that I can provide the appropriate return instructions.

Once the returned item has been received and checked, I will arrange any refund or other remedy due under this policy and applicable law.

Where a refund is due, it will normally be made to the original payment method. Processing times depend on the payment provider or bank.

🎁 Personalised & Made-to-Order Items

My personalised gifts, custom-made products and made-to-order keepsakes are created especially for you.

Examples include:

• Personalised crochet Christmas baubles
• Customised cushions and keepsake gifts
• Made-to-order crochet gifts
• Memory keepsakes made using customer-supplied materials

Where permitted by applicable law, personalised and custom-made products may be excluded from change-of-mind cancellation rights.

However, this does not remove your rights if an item is faulty, damaged, incorrectly personalised or not as described.

Please check all names, dates, spellings and personalisation details carefully before submitting your order.

If there is a problem with your personalised purchase, please contact me so that we can work towards a suitable solution.

🔄 Exchanges

Exchanges may be available for eligible non-personalised items, subject to stock availability and the applicable return conditions.

Please contact me before returning your item to discuss the exchange.

For international customers, additional postage charges may apply when sending the original item back or shipping a replacement overseas. Any applicable charges will be explained before the exchange is arranged.

Personalised and custom-made items cannot normally be exchanged simply because you have changed your mind, where the law permits this restriction.

Your statutory rights remain unaffected.

📦 Damaged, Faulty or Incorrect Orders

I carefully prepare and package every order before dispatch, but occasionally something can go wrong during production or delivery.

Please inspect your order when it arrives.

If your item arrives damaged, faulty, incomplete or incorrectly made, please contact me as soon as reasonably possible.

To help me investigate, please provide:

• Your order number.
• A brief description of the problem.
• Clear photographs of the item and any damage, where possible.
• Photographs of the packaging if it was damaged in transit.

I aim to respond as quickly as possible and will work with you to resolve the issue through an appropriate remedy, which may include a repair, replacement or refund, depending on the circumstances and your legal rights.

Please note: Contacting me within 48 hours of delivery, where possible, helps me investigate shipping damage promptly. However, this request does not limit any legal rights or deadlines that apply to your purchase.

For international orders, please contact me before returning a faulty or damaged item so that I can advise you on the next steps.

🌍 International Returns: USA, Canada & Australia

I currently accept eligible physical-product orders for delivery to Great Britain, the USA, Canada and Australia.

International customers should be aware that:

• Return postage can be more expensive than domestic postage.
• Delivery times for returned parcels may vary.
• Customs documentation may be required for international returns.
• Any applicable import charges, taxes or return shipping costs will be handled in accordance with the circumstances and applicable law.
• If an item is faulty, damaged or incorrectly supplied, I will discuss an appropriate solution with you in line with your legal rights.

Please contact me before arranging an international return. Do not send a parcel back without first confirming the return arrangements.

🧶 Digital Crochet Patterns

My digital crochet patterns are supplied electronically as downloadable PDF files. No physical product is posted.

Please check the pattern description and any stated requirements before purchasing.

Once you have downloaded or accessed a digital pattern, a change-of-mind refund may not be available where the law permits the cancellation right to be excluded and any required consent and acknowledgement have been obtained at checkout.

However, this does not affect your rights if a digital file is faulty, inaccessible or not supplied as described.

If you experience problems downloading or opening a pattern, please contact me and I will do my best to help.

Digital crochet patterns are currently available to customers within Great Britain only, excluding Northern Ireland, unless a product page expressly states otherwise.

💳 Refund Processing

Where a refund is approved or legally due:

• Refunds will normally be issued to the original payment method.
• Your bank or payment provider may take additional time to show the refund in your account.
• For international payments, currency conversion and exchange-rate differences may affect the amount displayed in your local currency.
• Any payment-provider or currency-conversion fees will be handled in accordance with applicable law and the payment provider's terms.

I will let you know when your refund has been processed.

📬 Contact Me

For handmade gifts, personalised products, returns, refunds and shipping enquiries:

Email: craftyrockchick72@icloud.com

For digital crochet patterns, crochet and knitted items:

Email: patternsbypaula@icloud.com

Please include your order number and the email address used for your purchase so I can help you as quickly as possible.

💛 Thank You for Supporting Handmade

Thank you for choosing Crafty Rock Chick 72 & Pattern by Paula.

Every purchase supports my small independent business in North Wales and helps me continue creating colourful handmade gifts, personalised keepsakes, Christmas decorations and original crochet patterns.

Whether you're ordering from the UK, USA, Canada or Australia, I truly appreciate your support.

Handmade with love in North Wales. Made to be treasured wherever you are. 💛

Terms & Conditions

Effective Date: October 2026

Welcome to Crafty Rock Chick 72 & Pattern by Paula, a small handmade business based in North Wales, United Kingdom.

These Terms & Conditions explain the terms that apply when you visit our website, purchase our products or use our services. By placing an order, you agree to these terms, subject to your rights under applicable consumer protection laws.

Please read these terms carefully before making a purchase.

1. About Us

Crafty Rock Chick 72 & Pattern by Paula is a UK-based small business specialising in handmade gifts, personalised keepsakes, crochet and knitted items, memory gifts, handmade decorations and original digital crochet patterns.

Our products are created with care using a combination of new, recycled and upcycled materials wherever suitable, helping to reduce waste and give materials a new lease of life.

We are proud to offer unique, individually crafted products made with creativity and attention to detail.

2. Products & Descriptions

We make every reasonable effort to ensure that our product descriptions, photographs, prices and other information are accurate.

As our physical products are handmade, minor variations in colour, size, fabric placement, yarn texture and finish may occur. These natural variations make each handmade item unique and are not considered faults where the item remains as described.

Please check product descriptions, measurements, personalisation options and photographs carefully before placing your order.

Digital crochet patterns are supplied as downloadable PDF files, with the contents and format described on the relevant product page.

3. Ordering Process

• All prices are displayed in Pounds Sterling (£ GBP), unless otherwise stated.
• Orders are accepted once payment has been successfully received.
• Please check your order details, personalisation spelling and delivery address carefully before completing your purchase.
• We reserve the right to decline or cancel an order where necessary, including in cases of stock shortages, obvious pricing errors, suspected fraudulent activity or circumstances that prevent us from fulfilling the order.
• If we cancel an order after payment has been taken, we will arrange a full refund for the amount paid for that order.

For personalised products, we use the wording and details submitted by the customer. Please ensure these details are correct.

4. Payment

Payments are processed through the secure third-party payment providers made available at checkout, which may include PayPal, Stripe and supported debit or credit card services.

We do not store your full payment card details on our own systems.

International customers: Payments are charged in Pounds Sterling (£ GBP), unless another currency is expressly offered at checkout. Your bank or payment provider may convert the amount into your local currency and may charge foreign transaction or currency conversion fees. These fees are the responsibility of the customer.

5. Shipping & International Delivery

Physical products are dispatched from North Wales, United Kingdom.

We currently offer physical-product shipping to eligible addresses in:

• Great Britain
• United States of America (USA)
• Canada
• Australia

We are temporarily unable to ship physical products to Northern Ireland or countries within the European Union (EU).

Shipping destinations are subject to the options available at checkout and any applicable postal, customs, import or product compliance requirements.

Processing Times

• Ready-made items: Usually dispatched within 3–5 working days.
• Personalised and made-to-order items: Usually require 14–21 working days before dispatch.

Processing times are separate from delivery times.

UK Delivery

UK orders are normally sent using Royal Mail Tracked 24, where available. Delivery estimates are provided as a guide and are not guaranteed.

International Delivery

Delivery times for the USA, Canada and Australia vary depending on the destination, postal services, customs processing and other factors.

International orders may take longer than expected because of customs inspections, postal delays, adverse weather, transport disruption or other circumstances outside our reasonable control.

Tracking will be provided where available for the selected service.

Customs Duties, Import Taxes & Other Charges

International orders may be subject to import duties, customs charges, taxes, brokerage fees or other charges imposed by the destination country.

Unless expressly stated otherwise at checkout or agreed in writing, the customer is responsible for any applicable import duties, customs charges, local taxes and clearance fees.

These charges are determined by the relevant authorities and are separate from our product prices and shipping charges.

Customers are responsible for checking any import restrictions or requirements that apply to their location.

We cannot guarantee that customs authorities will release a parcel within a particular timeframe.

Incorrect Addresses & Undeliverable Parcels

Customers are responsible for providing a complete and accurate delivery address.

If a parcel is returned because an address is incorrect, incomplete or the parcel is not collected, additional postage may be payable before it can be sent again.

Where a parcel is lost, damaged or undelivered, please contact us so that we can investigate with the relevant delivery service. Nothing in these terms removes any rights you may have under applicable consumer law.

To support sustainability, we may use recycled, reused or recyclable packaging materials wherever appropriate.

6. Digital Downloads

Our digital crochet patterns are supplied electronically. No physical product will be posted.

• Download instructions are provided following successful payment.
• Customers are responsible for providing a valid email address and ensuring they can access the download.
• Digital patterns are currently available for purchase by customers within Great Britain only, excluding Northern Ireland.
• Customers outside the permitted sales area should not purchase digital patterns unless the relevant product page expressly confirms availability in their location.

Digital content is supplied subject to applicable consumer protection laws. Where a customer is asked to consent to immediate digital delivery and acknowledge the effect on their cancellation rights, the relevant consent and acknowledgement will be obtained at checkout where legally required.

Where a digital file is defective, inaccessible or not supplied as described, please contact us for assistance. Applicable statutory rights remain unaffected.

7. Returns, Refunds & Exchanges

We want you to be happy with your purchase. Our returns policy operates alongside your statutory consumer rights in the UK and any mandatory consumer protections that apply to international orders.

Non-Personalised Physical Items

For eligible online purchases, UK customers generally have a legal right to cancel within 14 days of receiving their goods, subject to applicable exceptions.

To request a return:

• Contact us before sending the item back.
• Keep the item in good condition and take reasonable care of it.
• Return the item using suitable packaging.
• Unless the item is faulty or otherwise agreed, you may be responsible for the direct cost of returning it.

Where a cancellation right applies, we will provide the refund within the legally required timeframe. Refunds will normally be made using the original payment method, unless otherwise agreed.

Where permitted by law, we may make a deduction if goods have been handled beyond what is necessary to establish their nature, characteristics and functioning.

For international customers, return arrangements and cancellation rights will be handled in accordance with applicable law. Please contact us before returning an item from overseas, as international return postage can be expensive.

Personalised & Custom-Made Orders

Personalised, custom-made and made-to-order items, including products created to your specifications, may be exempt from the usual change-of-mind cancellation right where the law provides an exception.

This does not affect your rights if an item is faulty, damaged, incorrectly personalised or not as described.

Items made using customer-supplied materials, including certain memory keepsakes, may also be subject to this exception where applicable.

Please check all names, dates, wording and personalisation details carefully before submitting your order.

Faulty, Damaged or Incorrect Items

If your order arrives damaged, faulty or incorrectly made, please contact us as soon as possible at the relevant email address below.

Please include your order details and, where helpful, photographs showing the problem.

We will work with you to resolve the issue in accordance with your legal rights, which may include a repair, replacement, refund or other appropriate remedy.

Digital Products

Digital products are subject to the digital-content cancellation rules applicable to your purchase.

Where the law permits the right to cancel to be lost after digital content begins downloading or streaming, this will only apply where the required consent and acknowledgement have been obtained.

Your rights concerning defective or incorrectly supplied digital content remain unaffected.

8. Intellectual Property

All original crochet patterns, product designs, photographs, logos, branding, written content and other materials on our website belong to Crafty Rock Chick 72 & Pattern by Paula or their respective rights holders.

You must not copy, reproduce, distribute, publish, resell or use our website content or designs commercially without permission, except where permitted by law or expressly authorised in writing.

Digital Crochet Pattern Usage

Unless a particular pattern states otherwise:

• Patterns are licensed for personal use.
• Patterns must not be copied, shared, redistributed, translated, resold or presented as your own work.
• You may sell a small number of finished items made from our patterns, provided that you credit Pattern by Paula as the original designer.
• You must not sell or distribute the pattern PDF itself or claim authorship of the original design.

Purchasing a pattern does not transfer ownership of its intellectual property.

9. Product Safety & Limitation of Liability

Customers must use our products for their intended purpose and follow any relevant care or safety instructions supplied with the item.

Small decorative parts, ribbons, buttons and other embellishments may present choking or entanglement hazards. Keep products with small parts away from babies and young children unless specifically designed and appropriately assessed for their intended use.

Unless expressly stated, decorative products should not be assumed to be toys.

To the extent permitted by law, we are not liable for indirect or consequential losses arising from the use of our website or products.

Nothing in these terms excludes or limits liability where it would be unlawful to do so, including liability for fraud, or for death or personal injury caused by negligence.

Nothing in these terms limits your statutory consumer rights in the UK or any mandatory rights that apply to your international purchase.

10. Website Availability & Changes to These Terms

We aim to keep our website and product information accurate and available, but we cannot guarantee uninterrupted access at all times.

We may update these Terms & Conditions to reflect changes to our business, products, delivery services or legal requirements.

The latest version will be published on this page with its effective date. Changes will apply from the stated effective date and will not retrospectively remove rights relating to orders already placed.

11. Privacy & Data Protection

Your privacy is important to us. We handle personal information in accordance with applicable data protection laws and our privacy practices.

Information We May Collect

Depending on your order and how you use our website, we may collect:

• Name
• Email address
• Billing address
• Delivery address
• Order and transaction details
• Personalisation instructions
• Relevant customer service correspondence
• Technical information collected through website functions or cookies, where applicable

Payment card information is processed by our payment providers. We do not store your full payment card details on our own systems.

How We Use Your Information

We use personal information where necessary to:

• Process and fulfil orders.
• Arrange shipping and delivery.
• Supply digital downloads.
• Respond to enquiries and provide customer support.
• Manage refunds, returns and complaints.
• Meet tax, accounting and other legal obligations.
• Protect our business and customers against fraud.

Where required, we rely on the appropriate legal basis for processing personal information, such as fulfilling a contract, complying with a legal obligation or pursuing a legitimate interest.

Marketing communications will be sent only where permitted by applicable law.

Sharing Information

We may share relevant information with trusted service providers when necessary to operate our business, including:

• Payment processors
• Postal, delivery and courier services
• Website hosting and technical support providers
• Accounting, legal or regulatory services where necessary

We do not sell your personal information to third parties.

International Data Transfers

Because we serve customers internationally and use third-party service providers, personal information may sometimes be processed or transferred outside the United Kingdom.

Where applicable, we will take the steps required by data protection law to protect personal information transferred internationally.

Your Privacy Rights

Depending on the applicable law and circumstances, you may have the right to:

• Request access to your personal information.
• Ask us to correct inaccurate information.
• Request deletion of personal information where legally permitted.
• Object to or request restrictions on certain processing.
• Request a portable copy of certain information.
• Withdraw consent where processing relies on consent.
• Complain to the relevant data protection authority.

To exercise your rights, please contact us using the email addresses below.

Data Security & Retention

We use reasonable measures and trusted service providers to protect personal information.

We retain information only for as long as reasonably necessary for the purposes for which it was collected, including applicable legal, accounting and record-keeping requirements.

For further details about cookies and any additional privacy practices, please consult the relevant information provided on our website.

12. Wholesale Enquiries

Thank you for your interest in stocking products from Crafty Rock Chick 72 & Pattern by Paula.

We welcome enquiries from retailers, gift shops, boutiques and online stores that share our passion for handmade craftsmanship, original designs and sustainable creativity.

For wholesale enquiries, please email:

craftyrockchick72@icloud.com

Please include:

• Business name
• Business location and country
• Website or social media links
• Products you are interested in
• Estimated order quantities

We will respond as soon as possible with information about availability, pricing, minimum quantities and delivery options.

Wholesale orders, including international orders, may be subject to separate written terms.

13. Contact Information

For handmade gifts, personalised products, orders, shipping questions and wholesale enquiries:

Email: craftyrockchick72@icloud.com

For crochet patterns, crochet and knitted items:

Email: patternsbypaula@icloud.com

Business: Crafty Rock Chick 72 & Pattern by Paula

Location: North Wales, United Kingdom

14. Payment Methods

The payment methods available at checkout may include:

• PayPal
• Visa
• Mastercard
• American Express
• Supported debit cards
• Supported credit cards

Availability depends on the payment options offered by our checkout provider.

All orders must be paid for in full before they can be processed, unless otherwise agreed.

Thank You for Supporting Handmade

Thank you for choosing Crafty Rock Chick 72 & Pattern by Paula.

Every order supports a small independent business in North Wales and helps keep handmade creativity, original crochet designs and thoughtful personalised gifts alive.

Whether you are shopping from the UK, USA, Canada or Australia, I truly appreciate your support.

Handmade with love in North Wales. Made to be treasured around the world. 💛

📦 Shipping Information

Thank you for shopping with Crafty Rock Chick 72 & Pattern by Paula! 💛

Every order is lovingly handmade, carefully packed and dispatched from my cosy studio in the beautiful hills of North Wales, UK.

Whether you're shopping for a personalised Christmas bauble, a unique handmade gift, a keepsake cushion or a crochet creation, I'm delighted to bring a little handmade magic to your doorstep.

I currently ship physical products to Great Britain, the USA, Canada and Australia.

🇬🇧 UK Shipping

All UK orders are sent using Royal Mail Tracked 24.

• Shipping costs are calculated according to the size and weight of your order.
• Tracking details will be provided once your parcel has been dispatched.
• Most UK parcels arrive within 1–3 working days after dispatch.

Please note: I am currently unable to ship physical products to Northern Ireland due to regulatory requirements.

🇺🇸 Shipping to the USA

I'm delighted to offer international shipping to customers across the United States!

• Shipping costs are calculated according to the size and weight of your order.
• Delivery times vary depending on the destination, customs processing and the postal service.
• Any applicable import duties, customs charges or local taxes are the responsibility of the customer.

🇨🇦 Shipping to Canada

Customers in Canada can also shop my unique handmade gifts and crochet creations!

• Shipping costs are calculated according to the size and weight of your order.
• Delivery times vary depending on the destination and customs processing.
• Any applicable import duties, customs charges or local taxes are the responsibility of the customer.

🇦🇺 Shipping to Australia

I'm pleased to welcome Australian customers to my little handmade shop!

• Shipping costs are calculated according to the size and weight of your order.
• International delivery times can vary depending on your location and customs processing.
• Any applicable import duties, customs charges or local taxes are the responsibility of the customer.

International delivery: Please allow additional time for overseas shipping. Delivery estimates cannot be guaranteed, particularly during busy seasonal periods such as Christmas.

🚫 Shipping Restrictions

At present, I am temporarily unable to ship physical products to Northern Ireland or countries within the European Union (EU) due to current regulatory and compliance requirements.

I understand this may be disappointing and hope to offer shipping to these destinations again in the future.

Any changes to my shipping destinations will be announced on my website.

⏱️ Order Processing Times

Ready-Made Items

Ready-made products are usually dispatched within 3–5 working days.

Personalised & Made-to-Order Items

Personalised gifts and made-to-order products typically require 14–21 working days to prepare before dispatch, depending on the design, complexity and current workload.

Every item is made or finished with care, so please allow enough time when ordering gifts for birthdays, Christmas or other special occasions.

If an unexpected delay occurs, I'll contact you with an update.

Please remember that processing times are separate from delivery times.

🧶 Digital Crochet Patterns

My digital crochet patterns are delivered electronically, so no physical item will be posted.

• Patterns are available to download once payment has been completed.
• Download instructions will be sent to your email address.
• Digital crochet patterns are currently available to customers within Great Britain only.

Due to the nature of digital downloads, refunds are generally not available once a download has begun, subject to applicable consumer protection laws.

💛 Thank You for Supporting My Small Business

Every order means so much to me. From personalised keepsakes and colourful crochet gifts to handmade Christmas decorations and original crochet patterns, each creation comes from my love of making something a little different.

When you shop with Crafty Rock Chick 72 & Pattern by Paula, you're supporting a small handmade business in North Wales and helping keep creativity and traditional crafting skills alive.

Thank you for choosing handmade, supporting independent makers and being part of my creative journey.

Handmade with love in North Wales. Made to be treasured wherever you are. 💛