退款政策

Returns & Refunds Policy

Last updated: September 19, 2026

We want you to be happy with your purchase. If something isn't right, we'll make it right. Please read this policy before ordering — it explains exactly how returns and refunds work for orders shipped from our workshop.

1. Contact us first — please do not ship anything back yet

All returns must be approved by us before you send anything. Email us at support@thimblelark.com with:

  • Your order number
  • A description of the problem
  • Clear photos of the item and its packaging

We reply to all requests within 2 business days. Once approved, we will email you the return instructions and the correct return address.

Please do not send a return to any address before receiving our written approval. Unapproved shipments cannot be tracked, accepted, or refunded.

2. Timeframe — 15 days from delivery

You may request a return or refund within 15 days of the delivery date shown on your tracking. Requests made after 15 days may be declined at our discretion.

3. If the problem is ours — free replacement or full refund

If your order arrived damaged, defective, or incorrect (wrong item, missing components, or faulty materials), you do not need to ship anything back. Email us with photos and we will, at your choice:

  • Send a free replacement at no cost to you, or
  • Issue a full refund, including the original shipping charge

No return shipping required. This is our error and we cover it.

4. Unopened kits — refund within 15 days

If you change your mind and your kit is unopened and in its original packaging with all components intact, you may return it within 15 days for a refund of the item price.

  • Return shipping is paid by you.
  • Original shipping charges are not refunded, as that service has already been delivered.
  • We inspect all returns on arrival. Items returned used, opened, or incomplete may be refunded partially or declined.

5. Opened or used craft kits

Craft kits are material goods. Once yarn, thread, or canvas has been cut, stitched, or unwound, the kit can no longer be resold, so opened and used kits are not eligible for a change-of-mind refund.

This does not limit your rights under Section 3. If your kit arrived damaged or defective, or the components were faulty before you started, we will still replace it or refund you in full.

6. Return address

Approved returns should be sent to the address we provide by email after approval.

Returns Department
No. 1 Yunshan Road
Yubei District
Chongqing 401120
China

Please do not use this address for anything other than approved returns. We are not responsible for items sent to an incorrect address or without prior approval.

7. How refunds are issued and how long they take

  • We issue refunds to your original payment method only.
  • Refunds are processed within 5 business days of either our approval of a damaged or defective claim under Section 3, or our receipt and inspection of an approved return under Section 4.
  • Your bank or card issuer may take an additional 5–10 business days to post the refund to your statement.
  • You will receive an email confirmation when the refund is issued.

8. Return shipping costs

  • Damaged, defective, or incorrect item (Section 3): we pay — and a return is usually not required.
  • Change of mind, unopened kit (Section 4): you pay.
  • Order refused at delivery or unclaimed: you pay — original shipping and any return-to-sender charges are not refunded.

9. Late or missing deliveries

Shipping normally takes 7–15 business days and longer during peak season (October–December). If your tracking shows no movement for 14 consecutive days, contact us and we will investigate and, where appropriate, resend or refund.

If tracking confirms delivery to the address you provided, we cannot refund an order reported as not received. Please double-check your shipping address at checkout — we ship to the address on the order and cannot change it after dispatch.

10. Duties, taxes, and customs

Orders are shipped delivered duty paid (DDP) where available, so you should not receive a separate customs bill. If your country's customs authority does charge import duties or taxes, those charges are not refundable by us.

11. Digital products

Any downloadable patterns, charts, or instructions are non-refundable and non-returnable once the download link has been accessed, as the product cannot be returned.

12. Exchanges

We do not offer direct exchanges, because shipping a replacement while a return travels back would take far too long. If the item is faulty, follow Section 3 and we will replace it. Otherwise, request a refund under Section 4 and place a new order for the item you want.

13. Holiday orders — please plan ahead

Craft kits need time to be made up, so please order early. Our Christmas delivery cut-off dates are published on our shipping page each year. Orders placed after the cut-off are shipped normally but may arrive after 25 December. Our standard 15-day return window still applies from the actual delivery date.

14. Damaged in transit — keep your packaging

If your parcel arrives visibly damaged, please photograph the box before opening it fully and keep all packaging until your claim is resolved. Courier claims require this evidence, and it lets us resolve your case faster.

15. Your statutory rights

Nothing in this policy limits any non-waivable rights you have under applicable consumer protection law, including the U.S. Federal Trade Commission's Mail, Internet, or Telephone Order Merchandise Rule. If you believe your rights have not been honoured, contact us first — we would like the chance to put it right.

16. Questions

Email support@thimblelark.com — we answer within 2 business days.