Return and Refund Policy
Last updated: October 2026
Xyluria crochet gifts are available as standard gifts or with a personal message or an approved photo card. Please check the design and your selected options before ordering.
We do not offer voluntary change-of-mind returns or exchanges for standard or personalized gifts. We will help with wrong items, damage and quality problems. Any return, cancellation or refund rights required by applicable consumer law remain available.
This updated policy applies to orders placed from 7 October 2026. For earlier orders, we will honour the return terms provided when you purchased.
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: minor differences in finished dimensions can occur between handmade pieces
- 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.
Handmade variation does not remove your rights if a gift is defective or does not match its description. Contact us if you are unsure about a difference.
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 — a fault that is present on arrival and attributable to our production or workmanship (for example unravelling seams, loose or detached eyes, detached parts, or incorrect assembly)
- 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.
Exchanges are available only for a confirmed wrong item, damage in transit, or a manufacturing or product defect, including a production error. For an approved exchange in these cases, Xyluria covers any necessary return shipping and the replacement shipping. Please contact support first for assessment and handling instructions; do not send an item back unless we confirm that a return is required. Damage caused after delivery by misuse, accidents or customer handling is not eligible for exchange. This does not affect your statutory rights or the refund remedies described in this policy.
Damage caused after delivery is not a manufacturing defect. Intentional or deliberate damage caused after delivery is not a manufacturing defect and is not eligible for replacement or refund. Evidence of intentional damage, tampering, cutting, burning, pulling apart, or deliberate alteration may result in the claim being declined. Damage caused after delivery by misuse, improper care, unauthorized alteration, or intentional action is not covered; this includes normal wear and tear, machine washing, high heat or incorrect washing, and damage caused by pets or children. This does not affect any rights you have under applicable consumer law.
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
We do not offer voluntary returns or exchanges for non-personalized gifts because of a change of mind. If your item is wrong, damaged, defective or not as described, contact info@xyluria.com with your order number and details so we can put it right.
This does not remove a statutory right to cancel or return an online purchase. Where EU or UK consumer rules apply to your purchase, eligible non-personalized goods may be cancelled within 14 days of delivery and returned within 14 days after you notify us. Clearly personalized goods are generally excluded from that change-of-mind right; faulty or misdescribed goods remain covered.
For a change-of-mind return required by law, the customer pays return postage unless applicable law requires otherwise. Notify us at info@xyluria.com and request the correct return instructions before sending a parcel. This notification does not depend on discretionary approval. We will confirm any required return for a wrong or faulty item and the shipping arrangements; the ordinary change-of-mind postage rule does not limit your rights for those problems.
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
- Email info@xyluria.com with your order number, the reason, and photos if the item is damaged or incorrect.
- We usually reply within 1–2 business days, Monday to Friday.
- If a return is required, we will send a return authorization and the correct return address within 2 business days.
- 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.
- Returns required by consumer law: refunds, including any legally required refund of standard outbound delivery charges, are processed within the applicable legal deadline. Where permitted, we may wait until the returned goods or evidence of return has been received.
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 limits mandatory consumer rights that apply to your purchase. Our policy of no voluntary change-of-mind returns is subject to those rights. Where EU or UK consumer rules apply, eligible standard, non-personalized goods have a 14-day cancellation period after delivery. Clearly personalized goods are generally excluded from that change-of-mind right.
Wrong, faulty, damaged or misdescribed goods remain covered whether or not they are personalized. We do not apply the customer-paid change-of-mind postage rule to deny any remedy or costs that the law requires us to provide.
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 usually reply within 1–2 business days, Monday to Friday. Please check your spam or junk folder if you are waiting for a reply.
Dongguan Xingyue E-Commerce Co., Ltd · Dongguan, Guangdong, China