Refund policy

Your Satisfaction is Our Mission

At Reverie By Hand, each crochet doll is handcrafted with great care, love, and detail — just for you. If something doesn't feel right or meet your expectations, we're here to help. Below are our policies to ensure fairness for both our customers and our dedicated artisans.

1. How to Get Help

You can contact us anytime at reveriebyhand@gmail.com or through the contact form on our website.
We usually respond within 24 hours and are happy to assist with empathy and efficiency.

2. When Returns or Refunds Are Not Accepted

Since each doll is made-to-order and custom-designed, we do not accept standard returns. Specifically, we cannot offer refunds or replacements in these cases:

  • Customer Errors: Incorrect size, color, design, or other custom selections made during checkout.
  • Post-Delivery Damage: Normal wear, tear, or improper handling after delivery.
  • Wrong Shipping Address: If you provide incorrect or incomplete information and the package is lost or returned.
  • Preview Ignored: If you don't respond to our preview email within 2 days and are later unsatisfied with the final product.

3. When We Do Offer Refunds or Replacements

We’ll absolutely make things right in the following situations:

  • Lost in Transit: If the package is officially marked as lost.
  • Product Defects: Issues in craftsmanship or material quality.
  • Shipping Damage: If your order arrives visibly damaged due to carrier handling.
  • Major Discrepancy: If your received product is significantly different from what was shown in the approved preview.

4. How to Submit a Claim

To help us resolve your issue quickly and fairly, please provide the following:

  • Unboxing Video: We highly recommend filming the package opening. This serves as proof of condition upon arrival and helps with shipping claims.
  • Photos: Clear, well-lit images of the doll and packaging that show the issue or damage.

Note: These steps are required not to question you, but to help us investigate, improve our process, and fulfill our responsibility to you.

If you have any questions or need further support, please don’t hesitate to reach out.
Your trust means everything to us.