If something goes wrong

Refund & Cancellation Policy

Last updated 18 August 2026

Everything here is made by hand after you order it, so this policy is a little different from a shop selling things off a shelf. Please read it before ordering.

Cancelling an order

You can cancel for a full refund within 24 hours of placing your order, as long as work has not already started. Message us as early as you can — small pieces are sometimes finished the same day.

Once a piece has been started it cannot be cancelled, because it is made to your colours and cannot be sold to anyone else. Custom and bulk orders cannot be cancelled once work begins.

If something arrives damaged or wrong

Tell us within 3 days of delivery, with photographs of the piece and the packaging. If the piece was damaged in transit, or we sent the wrong item, we will remake it or refund you in full — your choice. Return postage in these cases is on us.

What is not a fault

Handmade pieces vary. Slight differences in size, stitch and yarn shade from the photograph are normal and are not grounds for a refund. If you are unsure how a colour will turn out, ask before ordering and we will send a photo of the yarn.

How refunds are paid

Approved refunds go back to the original payment method through Razorpay, normally within 5–7 working days of approval. The time it takes to appear on your statement depends on your bank. Shipping charges are refunded only where the fault was ours.

How to ask for a refund

Email us with your order number (it starts with GBT-), what went wrong, and photographs where relevant.