Legal terms & policies > BuyersBuyer Policy

Buyer Policy

This policy is a part of our Terms & Conditions. By shopping on Crafts n’ Things, you are agreeing both to this policy and our Terms of Use.

1. Understanding How Crafts n’ Things Works

Crafts n’ Things helps buyers find an item made from UK hand-crafters by providing an online marketplace. When shopping on Crafts n’ Things, you agree to and understand that:
  • You are not buying an item or items directly from Crafts n’ Things. All items bought on this Site, except for gift cards, will always be from one of our registered crafters;
  • Crafts n’ Things does not prior check any items sold on our Site and therefore does not guarantee veracity or accuracy of any content posted by sellers (such as images, items, shop policies, etc.);
  • All orders processing times may vary, as each seller can set up their own. Sellers will also set up their own delivery methods, and may set up shop policies too;
  • If you agree to provide your own materials for any custom order, you assume responsibility for it as well as for the outcome of the order.

As a Site user, you can also report anonymously any item, shop, comment or review that you believe violates Crafts n’ Things’ policies.

2. Communicating with Sellers

You have the opportunity to contact any seller by:
  • Sending a message through their shop, if option is available.
  • Sending the seller an email, if the email is shown.
  • Opening a support ticket with a seller, once an order has been made, from “Your Orders” page.

All messaging tools available on our Site will never be used for the following activities: 

  1. Sending any type of spam, unsolicited advertisements or promotions, requests for donations, etc.
  2. Harassing, sending violent messages or abusing another member in any way. Any use of Messages to harass other members is strictly prohibited. Similarly, Messages may not be used to support or glorify hatred. Please let us know right away.
  3. Contacting or harassing someone after they have clearly expressed you not to do so.
  4. Interfering in any way with a business or transaction of any other member.
  5. Exchanging personal contact,  financial or other information for the purposes of evading the checkout process of Crafts n’ Things, including any personal information.

Bad Practice and Interfering in someone else’s business

Interfering in someone else’s business is strictly prohibited on Crafts n’ Things. Examples may include:

  • Contacting any other member to warn or avoid them from buying from any Crafts n’ Things seller;
  • Posting public comments to discuss any disputes;
  • Purchasing any items for the sole purpose of leaving bad reviews, or leaving untrue reviews.

3. Purchasing an Item from Crafts n’ Things

By making a purchase from a seller on Crafts n’ Things, you agree that you have:

  • Read the item description and shop policies before purchasing any item;
  • Submitted any accepted payment for item(s) purchased;
  • Provided accurate delivery information to the seller.

You also agree to comply with our Payments & Use of Gift Cards Policy when you purchase or redeem Crafts n’ Things Gift Cards.

By using a third-party service, you may also be subject to an agreement with the third party. For example, PayPal is a third-party service provided by PayPal Holdings, Inc. and is subject to the PayPal User Agreement. Apple Pay is a third-party service provided by Apple Inc. and is subject to the Apple Pay Terms and Conditions. Google Pay is a third-party service provided by Google Payment Corp. and is subject to the Google Pay terms for non-US users. Payment methods made available by Stripe are subject to Stripe’s User Agreement.

When purchasing from sellers who use PayPal only, buyers may pay through PayPal only. Crafts n’ Things may share your personal or transactional information with those third-party service providers for purposes related to payments processing. ​​The provider and processing time for your payment may vary. If there are insufficient funds in your bank account when our provider processes the payment for your purchase, Crafts n’ Things reserves the right to contact you directly and to seek payment.

For the safety of all our users, and to avoid scams and fraud, all transactions must take place through the Crafts n’ Things checkout system, and only transactions that take place through the Crafts n’ Things checkout system are eligible for any type of support.

4. Reviewing Items or Stores

Reviews are a great tool to communicate other users about your experience with any Crafts n’ Things seller. These can also help good sellers build a reputation, or let you know other users if something went wrong with your last order.
You can leave a review, including a one to five star rating. You will be able to edit your review too. Your review and profile information will be publicly displayed on the seller’s listing and review pages.

By leaving a review, you acknowledge that your content may not violate our rules for User Generated Contributions in Section 10, in addition to the following:

  1. Contain graphic, mature, or obscene language or imagery.
  2. Be about things outside the seller’s control, such as a delivery company, Crafts n’ Things, or a third party;
  3. Include shilling or otherwise falsely inflate a shop’s review score;  
  4. Undermine the integrity of the reviews system.

Sellers may respond to reviews. Sellers’ responses to reviews must also comply with this policy. Sellers may report reviews that violate our Terms and Conditions.

We reserve the right to remove reviews that violate our policies or Terms and Conditions.

5. User Generated Contributions – Creating Content

As a member of Crafts n’ Things, you have the opportunity to create and upload a variety of content, such as messages, text, photos, etc. In order to keep our community safe and respectful, you agree that you will not upload content that:

  1. Contains hateful or derogatory language or imagery.
  2. Contains threats, harassment, extortion, or violates our rules about bad practice and interference;
  3. Violates someone else’s intellectual property rights;
  4. Is false, deceptive, or misleading;
  5. Contains unsolicited advertising or promotions, requests for donations, or spam;
  6. Contains private information, whether it is your own, or someone else’s;
  7. Encourages or facilitates a transaction that evades the Crafts n’ Things checkout process;
  8. Contains prohibited medical drug claims;
  9. Violates any of the rules described in our Prohibited Items Policy.

Some content on Crafts n’ Things is subject to additional requirements. Please see the related sections above.

6. Reporting a Problem with an Order or Returning an Item

Although Crafts n’ Things is not directly involved in a transaction between a buyer and a seller, we are aiming to help you in the unlikely event that your order does not go as expected and you are unable to reach a resolution with the seller. If you experience an order issue, the first thing you must do is contact the seller by opening a Support Ticket through “Your Orders” page in “My Account”. In case you are unable to reach the seller or the issue remains unresolved, then you can contact Crafts n’ Things directly through the “Contact Us” form, or by sending us an email. By using Crafts n’ Thing’s customer support, you understand that Crafts n’ Things may use your personal information for the purpose of resolving disputes with other users. If you choose a refund as your preferred resolution, keep in mind that Crafts n’ Things only allows on-platform refunds for a period of 180 days post-transaction. After this 180 window has elapsed, Crafts n’ Things can’t support on-platform refunds for your order. However, you may still communicate directly with the seller to come to an off-platform resolution. Refunds issued by Crafts n’ things will always be in your original form of payment, and if such payment is not available, a Crafts n’ Things voucher, or gift card, will be issued.

A non-delivery occurs when a buyer places an order but does not receive the item.

Not as Described
An item is not as described if the buyer can demonstrate that it is significantly different from the seller’s listing description or photos. Here are a few examples of not as described cases:

  • The item received is a different colour, model, version, or size.
  • The item has a different design or material.
  • The seller failed to disclose that an item is damaged or is missing parts.
  • The buyer received the incorrect quantity of items.
  • The item was advertised as authentic but is not authentic.
  • The condition of the item is misrepresented.
  • The item was delivered too late (taking into account the agreed delivery date with the seller), as it was ordered for a specific date or event, became useless after that date, or the seller did not dispatch the item(s) according to their processing time or date agreed.

If Crafts n’ Things determines that an item is not as described, the seller will be required to refund the order, including original postage and return postage, if applicable. In the event that Crafts n’ Things needs to refund the return postage cost on behalf of the seller, that refund may come in the form of a Crafts n’ Things voucher or Gift Card. For more information about Crafts n’ Things Gift Cards, please click here.

Transactions where Crafts n’ Things won’t be able to help
Some disputes will be disqualified from Crafts n’ Things Customer Support, these are usually cases in which we cannot help. These include:

  1. Any items that have been damaged by the shipping company.
  2. Items that are delivered late date due to delivery delays (not the seller’s responsibility).
  3. Items that have been altered, used, worn, washed, or discarded after receipt.
  4. Any items returned without a return agreement signed by you and the seller.
  5. Items that are accurately described but don’t meet your expectations.
  6. Items purchased in person.
  7. Cost of postage disputes.
  8. Items prohibited from sale on Crafts n’ Things, including any type of goods.
  9. Transactions where payment has not been made through Crafts n’ Things’ checkout system.

Cancelling an order
Only sellers can cancel transactions. Buyers can request to cancel an order through a Support Ticket, or by sending a message to the seller.

Returning an Item
Each seller can specify his or her own return policies, which would be specified in their ‘Store Policies’. Bear in mind that not all sellers will accept returns. If a seller has not specified his or her return policy, then Crafts n’ Things’ Return Policy will apply. We recommend you read this policy as you may be entitled to the Right Of Withdrawal, which allows consumers to withdraw from their purchase within a period time, usually 14 days.

Last updated on the 18th of February, 2022.