Where are you based? London, England
What is your telephone number? +44 7470350548
What is your postcode? NW8 7AN
What is your email address? info@craftypugworld.com
When will my order be delivered? Under normal circumstances If goods are ordered before noon we aim to ship them for next day delivery in UK for the rest of the world estimate delivery time is 5-14 days. However during busy periods please expect delivery to take a little longer
Who do I contact if I have a query with my order? Please call us on 07470350548 or email us at info@craftypugworld.com and we will help you with your query.



How do I return an item? 
Simply send us an email at info@craftypugworld.com with the reason of return and order number. Once we can confirm that the product can be returned we will refund your money as soon as we have the proof of delivery. 

When will I receive my refund? 
This all depends how you choose to send your returns to us! 
Returns that are sent back via standard post can take 2-7 business whilst express can take as little as 1 day to reach our office. 
Once received, your request will be processed and refunded within 3-5 business days.

Please note that your financial institution may need 3-5 days to clear the funds back into your account. Keep an eye out for email notifications - well keep you updated along the way!

Where will I see my refund? 
For refunds, we can only process them back to your original payment method, so keep an eye out for email notifications - well keep you updated along the way!

Can I exchange?
Unfortunately, we can't do exchanges. Due to system limitations, we can only offer refunds. If you purchase an incorrect product, you will need to go through our Refund process and purchase a new product afterwards.


I have received the wrong product. What do I do?
If you have received an incorrect item, please email our customer service team along with your order number, description of what you have incorrectly received along with photos. A customer service team member will be in touch with you regarding the Returns Process. Please do not send any products back without contacting us.

The product I ordered is faulty or damaged. What do I do?
If the item you have purchased is faulty please email our customer service team and include your order number with a photo and description of the faulty/damaged product. A customer service team member will then be in touch with you regarding the Returns process. Please do not send faulty product back without contacting us.

Will I need to cover the cost of postage back to CraftyPugWorld for my return order?
We’ll happily cover the cost of return postage only if you have received the incorrect product or if your product has arrived damaged or faulty. Unfortunately, we can’t cover the cost of shipping for change of mind or size.

Just a tip! 
We also recommend to get either a postal receipt or a tracking number with your parcel as goods are the customer’s responsibility until they are receipted back by CraftyPugWorld and all shipping costs are at the expense of the customer.