Refund policy

We offer a 14-day return policy. This means you have 14 days after receiving your item to request a return.

To be eligible for a return, the item must be in the same condition that you received it — unused and undamaged. You'll also need the invoice included with your return.

 

It is very important to us that every customer is satisfied with their purchase.

For this reason, we always provide precise dimensions in each product description — including exterior and interior measurements in both centimetres and inches. We also illustrate the size in our photos and videos using measuring tools, everyday objects, and by hand. 

Please check the measurements carefully before purchasing. If you are unsure, we recommend using a ruler 📏 at home to get a better idea of the size.

If the product matches the dimensions stated in the description and shown in the photos and videos, we are unable to accept returns, complaints, or refund claims based on size expectations.

 

To start a return, you can contact us at enchantedhollowcraft@gmail.com. Please note that returns must be sent to the following address: [Tiefenbach 24, 4871 Tiefenbach, Austria]

If your return is accepted, we'll send you instructions on how and where to send your package. Return shipping costs are the responsibility of the customer. Please ensure the item is carefully packaged — we cannot accept responsibility for damage caused by inadequate packaging during return shipping, and in such cases the return may be refused. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return questions at enchantedhollowcraft@gmail.com.

 

Damages and issues.

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you received the wrong item, so that we can evaluate the issue and make it right.

 

Exceptions / non-returnable items.

Certain items cannot be returned:

Custom or personalized items (e.g. special sizes or engravings made to order)
Sale items
Please get in touch if you have any questions about your specific item.

 

Exchanges.

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

European Union – 14-day cooling-off period.

Notwithstanding the above, if the merchandise is being shipped to the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. As above, your item must be in the same condition that you received it — your item must be unused and undamaged. You'll also need the invoice included with your return.

 

Refunds.

We will notify you once we've received and inspected your return, and let you know if the refund was approved or not. If approved, you'll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since we approved your return, please contact us at enchantedhollowcraft@gmail.com.