We will provide an exchange or refund within 14 days of purchase. The items must be unused and in original condition with unopened packaging and/or unused condition. We will process your refund once we have received your item. We do not take any responsibility for any loss or damage during return so please consider this when sending the items - the buyer is fully responsible for any return costs associated.

Damages and issues

Please inspect your order upon reception 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 it right - No matter what service you select for delivery your item is always insured so it is crucial we understand any issues within the first 24 hours of the item arriving including images where possible.

The maximum time we can allow for you to report any issues (defective/damaged) is 7 days since delivery, this is due to our insurance process with the couriers.  Anything after this date is not covered by our 'defective returns'.

Please contact us at hello@craftycupsupply.com - we will require an image of any damage for our insurance claim, please provide this with your initial e-mail to ensure a quick turnaround.

Sale Items

All sales within our 'On Sale' category are final and sold as seen.

Refunds or replacement for applicable reasons

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 remember it can take some time for your bank or credit card company to process and post the refund too so please allow between 3-5 business days once the refund has been confirmed.

If you are returning items in exchange for correct size, colour etc then you will be liable for the postage cost to return the unwanted items to us as well as a new postage cost to ship the correct items to you.

Refunds for incorrect items or change of mind

We also accept returns / refunds for incorrect items ordered or just a simple change of mind.  Like with damaged returns we must be informed of this decision within 7 days of your order being delivered to you.   As we have already incurred the shipping charge which is not refundable to us any refund of your order will be minus the delivery cost you paid.  In the event your order triggered our free delivery promotion we will deduct a flat fee of £4.60 from any refund due. 

The Buyer is also responsible for the cost of returning the items back to us.

Returned parcels to CraftyCupSupply after failed delivery attempts and non collection from your couriers office or depot

Should your order be returned back to us after failed delivery attempts to your address aswell as failed collection from the couriers hub we will refund your order minus any shipping charges which occurred to CraftyCupSupply.  Once an order leaves us it is the buyers responsibility to ensure they collect any order outstanding with the courier in the time stipulated. 

UV DTF Prints

We will happily accept returns for any UV DTF prints which are in an unused condition and meet all requirements above.  However we will not take responsibility for any prints which have been applied incorrectly or applied to an incorrect surface - please be confident in both applying and the surface you are using before purchasing/using DTF designs.

We recommend against using DTF on textured surfaces such as frosted or shimmer cans, also please spend extra time if applying to sublimation blanks and ensure the DTF has adhered correctly before pulling away the transfer tape.

Cold Cups

It is completely normal for some cold cup lids to be a little stiff to apply on the first couple of uses, this is to ensure a secure clip on to the base of the cup and is completely normal for the quality of cups we offer.

Snowglobe Promise

Everyone loves our snowglobes and this shows, we have kept the same supplier since the first day we started trading and we have since worked with them to incorporate individual testing before shipping to us - we also randomly check our snowglobes here at CCS HQ.

We're that confident with our quality on snowglobes that should you experience any leaking from the rim of the snowglobe we will offer you replacements...entirely free of charge.

We're aware that that whilst we have these pre checks before shipping to you we're not perfect and sometimes something may slip through the net or be damaged in transit - hence why we are offering this service.

This guarantee is only applicable within the first 10 days of delivery.  All our snowglobes come with unique engraved identifier at the base which is bespoke to us, if you experience any leaking we simply request you report this to us via hello@craftycupsupply.com along with a video of the leaking + a clear image of base of the tumbler showing the engraved text.

We always recommend before creating your snowglobe that you test yourself with a small bit of water and allow to stand for 24 hours, we are not liable for any material which is used before identifying any issues. 

Please check/inspect your snowglobes and advise us of any leaks within 7 days of your order being delivered (in line with our return policy)

We may request that the defective snowglobe/s be returned back to us to further investigate, the return cost will be the buyers responsibility.