Refund & Return Policy

Last updated: September 25, 2026.

We want every piece to arrive safely. If something goes wrong, here is how we make it right.

Return windows are shown per product: most items have 14-day change-of-mind returns, some offer an extended 30-day window, and made-to-order / personalised pieces are excluded from change-of-mind returns (arrival damage is always fully covered). The product page always shows the exact policy.

14-day withdrawal right (EU/UK)

Consumers in the EU and UK may cancel within 14 days of receiving the goods under statutory rights. Exceptions: custom-made or personalised pieces and items explicitly marked non-returnable are excluded from the withdrawal right; quality issues are not affected and are handled under the damage policy below.

EU/UK returns — practical alternative

Cross-border return shipping can cost more than the piece itself. If return shipping would significantly exceed the item price, you may instead agree with us on a partial refund — net of reasonable disposal costs — without shipping the item back. This option is voluntary and applies only when both sides agree. Also, for hygiene reasons, earrings and other pieces worn directly on the ear are exempt from the withdrawal right once unsealed and worn (quality issues excepted).

Return shipping fees & deductions

For returns (non-quality issues), please note: (1) return shipping is paid by the buyer; (2) the original shipping fee of the order is non-refundable — only the item price is refunded; (3) items must be unused, undamaged and in their original packaging; (4) refund-without-return for high-value, one-of-a-kind and custom pieces applies only with our prior written confirmation — by default all returns require the item to be shipped back. Additionally: parcels abandoned due to refused import duties are considered forfeited and not refundable; for unusually frequent returns we may require additional proof or restrict the service. For damaged or wrongly delivered items, all shipping costs and losses are covered by us.

Delivery check & unboxing

To protect both sides, please inspect on delivery where possible: (1) check the outer box — if it is visibly damaged, note it with the courier on the spot and take photos (required for carrier claims); (2) we strongly recommend recording an uninterrupted unboxing video showing the tracking label. An unboxing video allows fast-track damage claims; requests without video are still accepted but may need extra carrier investigation. Please keep the item and all packaging materials until the claim is settled.

Damaged or wrong items

If a piece arrives damaged: photograph it within 48 hours of delivery and contact [email protected] (with your order number and the unboxing video, if available). Once confirmed we will reship or fully refund — shipping included. Please keep the damaged piece and all packaging materials until the claim is settled; if you choose a replacement, the broken pieces do not need to be returned. Note: natural wood grain, colour variations and slight asymmetry of handmade pieces are not damage (see FAQ); visible outer-box damage is the carrier's responsibility — noting it on the spot speeds up the claim.

Change of mind

For change-of-mind returns within 7 days of delivery (buyers in the EU/UK: 14 days under statutory rights): return shipping is paid by the buyer, items must be unused, undamaged and in original packaging; the refund equals the item price — the original shipping fee is non-refundable; deductions may apply for any diminished value beyond what is necessary to inspect the item.

How to start a return

(1) Click "Request a return" on the order in My Account (or contact support); (2) support will confirm the return address with you; (3) ship the items back and register the carrier and tracking number on the account page — use tracked shipping only, COD parcels will be refused; (4) after we receive and inspect the return, the refund is completed within 7 business days. Parcels sent without a prior request or tracking registration may not be processed in time.

Return shipping window & address responsibility

Once a return is approved, please ship the item back and register the carrier and tracking number on your account page within 14 days; return requests older than 14 days without a registered shipment will expire and need to be re-requested. Please double-check your delivery address: any costs of redelivery, return shipping, duties or handling caused by a wrong, incomplete or refused address are borne by the buyer.

Honest claims & anti-abuse

Most buyers will run into a shipping problem at most once or twice — and we stand behind you fully. To deter the rare bad actor: (1) replacement requests require a photo of the broken pieces together with a handwritten note of the current date, so every claim carries unique, non-reusable evidence; (2) from a buyer's second damage claim onward, an unboxing video is required for the claim to be processed; (3) for claims verified as false, we reserve the right to withdraw further coverage and refuse service. We pledge the same honesty in return — every confirmed claim is paid out promptly, and genuine victims will never be given a hard time.

Model withdrawal form

To: TangCraft Studio, [email protected]

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale for the supply of the following goods:

Order No.: ______________
Ordered on: ______________ / Received on: ______________

Consumer's name: ______________
Consumer's address: ______________

Signature of consumer(s) (only if this form is notified on paper): ______________
Date: ______________

(*) Delete as appropriate.