Return & Exchange Policy

At Que's Crafts, every product is thoughtfully handcrafted with attention to detail and made with care. We take pride in the quality of our work and strive to ensure that every customer is completely satisfied with their purchase.

Please read our Return & Exchange Policy carefully before placing an order.

Handmade & Customized Products

As most of our products are handmade and personalized, each piece is uniquely crafted to your specifications. Therefore, we generally do not accept returns or exchanges for:

  • Customized or personalized items
  • Products made to order
  • Items purchased on sale or during promotional offers

Please ensure that all names, house numbers, measurements, spellings, and customization details are entered correctly when placing your order.

Damaged or Defective Items

We carefully inspect every product before dispatch. However, if your order arrives damaged or defective due to shipping, we are committed to making it right.

If you receive a damaged item, please contact us within 48 hours of delivery and provide:

  • Clear photographs of the damaged product
  • Photographs of the packaging
  • Your order number

After reviewing the claim, we will provide a 100% replacement of the damaged item at no additional cost.

Exchanges

We currently accept exchanges only in cases where:

  • The item received is damaged during transit, or
  • The wrong product was delivered.

We do not offer exchanges due to:

  • Change of mind
  • Incorrect customization information provided by the customer
  • Personal preferences regarding color, wood grain, or natural variations in handmade products

Natural Variations

As our products are handcrafted using natural materials such as wood, slight variations in:

  • Wood grain
  • Color tones
  • Texture
  • Finish

are normal and should be expected. These characteristics are not considered defects and contribute to the uniqueness of each handmade piece.

Order Cancellation

Orders may be cancelled only if production has not yet begun. Once the crafting process has started, cancellation requests may not be accepted due to the personalized nature of our products.

Refunds

Refunds are issued only if:

  • A replacement cannot be provided, or
  • We determine that the issue cannot be resolved through repair or replacement.

Approved refunds will be processed using the original payment method.

Contact Us

If you have any questions regarding returns, exchanges, or damaged items, please contact us with your order details, and our team will be happy to assist you.