Refund policy
Refund & Returns Policy – Shimmer Craft Creations
Last updated: 24/08/2026
Thank you for shopping with Shimmer Craft Creations. We want you to be happy with your order and will always work with you to resolve any problems.
Personalised & Made-to-Order Items
Many of our products are personalised or made to your individual specifications.
Personalised or custom-made goods may be cancelled within 24 hours of placing your order. After this cancellation period, production may have begun and personalised or custom-made goods cannot normally be cancelled, returned or exchanged simply because you have changed your mind.
This does not affect your statutory rights if an item is faulty, damaged, not as described or does not match your approved order.
Proof Approval
For personalised products, we may provide a digital proof or mock-up before production.
Please check all names, dates, wording, spelling and other personalised details carefully.
Once you approve your proof, production may begin. We cannot normally provide a refund or replacement for an error that was clearly visible in and matched the proof you approved.
If we make an error during production and the finished item does not match your approved proof, we will put this right.
Damaged, Faulty or Incorrect Items
If your order arrives damaged, faulty or incorrect, please contact us as soon as possible at shimmercraftcreations@outlook.com.
Please provide:
- Your order number
- A brief description of the problem
- Photographs of the item and, where relevant, the packaging
We will assess the issue and arrange an appropriate remedy, which may include a replacement or refund.
Nothing in this policy affects your statutory rights.
Lost Orders
If your order has not arrived within the expected delivery timeframe, please contact us.
We will investigate the delivery with the carrier. If an order is confirmed as lost in transit, we will arrange a replacement or refund at no additional cost to you.
Non-Personalised Items
If you purchase an item that has not been personalised or made to your specifications, you may have the right to cancel your order and return it in accordance with your statutory consumer rights.
Please contact us before returning an item so that we can provide return instructions.
Returns
Where a return is required because an item is faulty, damaged, incorrect or otherwise does not conform to your order, we will provide return instructions and explain how any applicable return postage will be handled.
Please do not send an item back without contacting us first.
Refunds
Once a refund has been approved, it will be issued to your original payment method within 10 business days.
Your bank or card provider may take additional time to process the refund after it has been issued.
If more than 15 business days have passed since we confirmed that your refund was approved, please contact us.
Presentation Gift Tickets
Our foiled presentation “tickets” and keepsake cards are decorative gift items only.
They are not official admission tickets and are not valid for entry to any event, venue or experience.
Contact Us
If you have any questions about a return, refund, replacement or your order, please contact:
Shimmer Craft Creations
Hampshire, United Kingdom
Email: shimmercraftcreations@outlook.com
Phone: 07717 708607
We usually respond within 1–2 working days.