Refund policy
Last updated: July 31, 2026
We want you to love what we make for you. If something is not right, here is exactly where you stand.
Return Window
You have 30 days from the date you receive your order to request a return. To be eligible, the item must be unused, undamaged, and in its original packaging.
Handmade Means Small Differences
Every piece is crocheted by hand, one at a time. Stitch tension, facial expression, and colour placement vary slightly from one piece to the next, and yarn dye lots are never identical. These differences are the mark of handmade work and are not treated as defects.
Genuine faults — unravelling seams, loose safety eyes, a wrong item, or damage in transit — are always covered. Email us a photo and we will replace or refund it.
Made-From-Your-Photo Orders
Pieces crocheted from a customer's own photo are made for one person and cannot be resold, so they cannot be returned for a change of mind. They are still fully covered if the piece arrives faulty, damaged, or clearly does not match what was agreed.
Items That Cannot Be Returned
- Made-from-your-photo and other personalised pieces, unless faulty.
- Items marked final sale or clearance.
- Items that have been used, washed, altered, or damaged after delivery.
- Gift cards.
Cancelling an Order
Because we start crafting soon after an order comes in, you can cancel for a full refund within 24 hours of ordering. After that, work is already underway and we can only cancel if your piece has not yet been started — email us and we will tell you honestly.
How to Start a Return
- Email us with your order number and what you would like to return.
- We review the request and send return instructions within 1–2 business days.
- Ship the item back using the instructions provided.
Please do not send anything back before you have return instructions from us.
Return Shipping Costs
Customers cover return shipping unless the item is faulty, damaged, or incorrect — in which case we cover it.
Refunds
Once your return arrives and passes inspection, we issue a refund to the original payment method within 5–10 business days. Original shipping charges are non-refundable unless the return is our fault. Your bank or card issuer may take additional time to show the refund.
Contact Us
JULY E LLC Email: k3.ecmsuport@gmail.com Phone: +1 213-584-2318 Address: 304 S Jones Blvd 3587, Las Vegas, NV 89107, United States