Returns & Refunds Policy
The rules we follow when a piece comes back or money goes back — in plain language, before you buy.
Last updated: July 2026
In short
Most work on Crafida is made to order after you place the order, and made-to-order work cannot be returned for a change of mind once production has started. • A ready-made piece that was not made to order: returnable within 14 days of delivery. • A piece that arrives damaged or wrong: full refund or replacement, and Crafida pays the return shipping. Report it within 48 hours of delivery, with photos. • Cash on delivery: open the parcel and check your item before you pay. The details are in the sections below.
Made-to-order work: no return for a change of mind
This is the situation for most pieces on Crafida: the piece is made by hand after you order it, and made specifically for that order — a size, a colour, a name or a design set by the order itself. Once production has started there is no right of withdrawal and no return for a change of mind. This is an exemption written into Egypt's Consumer Protection Law 181 of 2018, covering goods made to the consumer's own specification. The exemption covers a change of mind and nothing else: if the piece arrives damaged or does not match what was agreed, the right to a refund or a replacement stands in full — see the section "If it arrives damaged or wrong".
Ready-made pieces: 14 days to return
If the piece was ready-made and was not produced for your order, it can be returned within 14 days of delivery, for any reason. The condition is that it comes back as it left: unused, unaltered, and in its original packaging with everything that came with it.
On a change-of-mind return the buyer pays the return shipping: a flat 100 EGP, deducted from the refund. This charge applies to change-of-mind returns only — if the piece arrived damaged or wrong, Crafida pays the return shipping and nothing is deducted.
Crafida arranges the pickup from your address — there is no trip to a courier to make.
If it arrives damaged or wrong
If the piece arrives broken, damaged, or is not the piece that was agreed: • The choice is yours: a full refund, or a replacement. • Crafida pays the return shipping in full, and nothing is deducted from the amount. • The report must reach us within 48 hours of delivery, with photos of the piece and of the packaging as it arrived. The photos are essential: without them there is no way to establish that the damage happened before delivery.
Cash on delivery
On cash-on-delivery orders, you open the parcel and check your item before you pay. That inspection at the door is itself the return mechanism: if the piece is not right, you can refuse it at the door, nothing is paid, and the piece goes back to the maker at no cost to you. After you have paid and taken delivery, the rules above apply as written: made-to-order work cannot be returned for a change of mind, ready-made pieces have 14 days, and anything damaged or wrong has 48 hours.
When the money comes back
There are two separate things here, and both need to be clear: 1) What we commit to: we start the refund within 3 business days of the piece reaching us, and within 14 days at the outside. That is Crafida's commitment. 2) What usually happens next: once the refund has started, the money typically reaches you within about 5-7 business days. This is an estimate, not a promise — it depends on the receiving bank or wallet, and Crafida cannot commit to it. So the commitment here is to the date we start the refund; the arrival time is our best estimate, not a guarantee. How the refund is paid: every refund is sent by transfer, to a method agreed with you — InstaPay, a mobile wallet, or a bank account. This applies whether the order was paid online or in cash on delivery.
How to ask for a return
A return is requested from the same conversation the order was placed in — the same chat on Instagram or WhatsApp — or by email at support@crafida.com. What to include: the order number, the reason for the return, and photos of the piece if the report is about damage or a wrong item. Once it is approved, Crafida arranges a time to collect the piece from your address.
Legal basis
This policy is written within the framework of Egypt's Consumer Protection Law 181 of 2018 and its executive regulations, which give a distance buyer a right of withdrawal within a set period, and which at the same time provide for exemptions — among them goods made to the consumer's own specification, which is the usual case for work on Crafida. If any clause here conflicts with a right the law gives the buyer, the law prevails.