Return and Refund Policy

Last updated: July 2026

Most Xyluria items are crocheted by hand and personalized to order with the message you provide. Because each piece is made individually for one specific request, please read this policy — and check your message carefully — before completing your order.

Personalized items are final sale

Items carrying a custom message, name, date or photo cannot be returned, exchanged or refunded for change of mind, incorrect information supplied by the customer, or a change in circumstances.

This includes, but is not limited to:

• Spelling, grammar or punctuation errors in the text you submitted
• Wrong name, date, or details entered at checkout
• Deciding on different wording after the order is placed
• The recipient not liking the message

We produce your card exactly as the text appears in your order. We do not edit, correct or interpret what you submit.

Please check before you order

Your message appears in three places before payment: on the product page as you type it, in your cart, and on the checkout page. Please review it at each step.

After checkout, your message is also shown in your order confirmation email. If you spot a mistake, email info@xyluria.com immediately — we can usually amend it within 12 hours of ordering, before production begins.

Handmade variation is not a defect

Every piece is crocheted by hand, one at a time. The following are inherent to handmade work and are not grounds for a return or refund:

• Size: finished dimensions may vary by up to 15% from those listed
• Shape: slight asymmetry, or a piece that leans, flattens or shifts in transit — most can be gently reshaped by hand
• Stitch tension: visible differences in tightness or texture between pieces
• Colour: yarn dye lots vary, and colours appear differently on different screens
• Facial features: eyes, mouths and details are placed by hand and are never identical between pieces

Product photographs show a representative example, not the exact item you will receive. If your piece looks squashed on arrival, gently reshape it with your fingers — the fill recovers.

What we will always put right

The following are our responsibility and are covered in full:

• Production error — the card does not match the text in your order
• Wrong item — you received a different design from the one ordered
• Manufacturing defect — unravelling seams, loose eyes, or similar faults present on arrival
• Damage in transit — see below

Email info@xyluria.com within 14 days of delivery with your order number and clear photos of the item and its packaging. We will send a free replacement or issue a full refund including original shipping, at your choice. In most cases you will not need to return the item.

Damage in transit

If your order arrives crushed, torn, water-damaged, or otherwise damaged in shipping, that is our responsibility, not yours. You do not need to contact the carrier.

Email info@xyluria.com within 14 days of delivery with your order number and photos of both the item and its outer packaging. We will send a free replacement or issue a full refund including shipping, at your choice. In most cases you will not need to return anything.

Lost shipments: if tracking has not updated for 10 or more business days, or your order has not arrived within 10 business days of the estimated delivery window, contact us. We will trace it with the carrier and, if confirmed lost, replace or refund your order in full.

Non-personalized items

Items ordered without any personalization, in unused and original condition, may be returned within 14 days of delivery. Contact us first for a return authorization — returns sent without one cannot be accepted.

Return shipping for change-of-mind returns is paid by the customer, and the original shipping cost is not refunded.

Cancellations

Orders can be cancelled for a full refund before production begins. For personalized items, production usually starts within 12 hours of ordering, so please contact us as soon as possible.

Once production has started, personalized orders cannot be cancelled. For wholesale and bulk orders, cancellation terms are confirmed with your quotation.

How to request a return

1. Email info@xyluria.com with your order number, the reason, and photos if the item is damaged or incorrect.
2. We respond within 24 hours, Monday to Friday.
3. If a return is required, we will send a return authorization and the correct return address within 2 business days.
4. Send the item back using a tracked service and share the tracking number with us.

Please do not send anything back before receiving a return authorization. Returns are processed through our facility in China, and the correct address depends on your order — we will confirm it in writing.

Refunds

Approved refunds are issued to the original payment method.

• Damaged, defective or incorrect items: refunded within 2 business days of your photos being received.
• Change-of-mind returns on non-personalized items: refunded within 5 business days of the returned item arriving and passing inspection.

Once issued, refunds typically take a further 3–10 business days to appear on your statement, depending on your bank or payment provider.

Your statutory rights

Nothing in this policy affects rights you have under the consumer law of your country. In many jurisdictions, the right to cancel does not apply to goods made to a consumer’s specification or clearly personalized — this policy reflects that. Faulty, damaged or misdescribed goods remain covered regardless.

Orders placed on Amazon

Orders placed through Amazon are covered by the return policy of the Amazon marketplace you ordered from and should be managed through your Amazon account.

Questions

Email info@xyluria.com — we reply within 24 hours, Monday to Friday.

Dongguan Xingyue E-Commerce Co., Ltd · Dongguan, Guangdong, China