EnnyCrochet

Last updated: 8 November 2026.

We make every piece with care, and we want you to love it. This page explains what you can return, how, and what happens next. Please read it together with our Terms of sale.

The short version

Ready-to-ship pieces can be returned within 14 days of delivery if they are unworn and in their original condition.
Made-to-order, made-to-measure and bespoke pieces are made for you alone. They cannot be returned or exchanged because you changed your mind, but you can cancel before work begins, and if anything is faulty or not as confirmed we will put it right.
If any piece is faulty, damaged or not what you ordered, contact us within 7 days of delivery and we will make it right.

Ready-to-ship pieces

You may return a ready-to-ship piece for any reason within 14 days of delivery. It must be unworn, unwashed, free of perfume, smoke and pet hair, and in its original condition with any tags or packaging.

Tell us first. Contact us with your order number and the piece you want to return. We reply within 2 business days with the return address and instructions.
Send it back tracked. Return postage is paid by you, unless the piece is faulty or we sent the wrong item. Keep your proof of postage until your refund arrives.
Exchanges. If you would like a different size or piece instead of a refund, tell us when you contact us and we will exchange it when it is available.

Made-to-order, made-to-measure and bespoke pieces

These pieces are crocheted from the first stitch to your measurements, in colours you choose, or to your own design. Because they cannot be resold, we cannot take them back or exchange them if you simply change your mind, or if the size or colour you chose turns out not to be what you wanted.

You can cancel for a full refund at any time until your order moves to "In production". We confirm that status by email, and you can see it on the Track your order page. Once work has begun, the order cannot be cancelled. For bespoke commissions, the terms of your written quote also apply.

Faulty, damaged or not as ordered

This applies to every piece. Contact us within 7 days of delivery with your order number and clear photographs. If the piece is faulty, was damaged in transit or does not match your confirmed order, we will repair or remake it, or give you a full refund if you prefer, and we pay the return postage.

Made-to-measure fit: crochet is handmade, so tiny variations are natural. If a piece made to your confirmed measurements differs from them by more than about 2 cm (3/4 inch), we will alter or remake it at our cost.
Not a fault: small variations in stitches, motif placement and yarn shade that come from making by hand; colours that look different on your screen; and damage from wear, from washing against our Care guide, or from changes you asked for after confirming your order.

Customers in the European Union and the United Kingdom

If you live in the EU or the UK, you normally have a legal right to cancel a distance purchase within 14 days of receiving it, without giving a reason. That right does not apply to goods made to your specifications or clearly personalised, which includes our made-to-measure and bespoke pieces and pieces made in colours or details you chose.

For ready-to-ship pieces, tell us within 14 days of delivery that you are cancelling, and send the piece back within 14 days of telling us. We refund the price of the piece and the standard delivery cost you paid within 14 days of receiving it back (or of receiving proof that you sent it). You pay the cost of returning it. We may reduce the refund if the piece has lost value because it was handled more than needed to check it. You also keep your legal guarantee rights for faulty goods.

How refunds work

Refunds go back to the original payment method (your card or bank account, through Paystack). If you paid by bank transfer, we refund to a bank account in your name that you give us.
Once we have received and checked a returned piece, we refund within 14 days, and usually much sooner. Orders cancelled before work began are usually refunded within 5 to 10 business days.
Refunds are made in the currency you paid. Your bank may show a slightly different amount because of its own exchange rates or processing times, which we cannot control.
If you used a discount code, we refund the amount you actually paid. If an order is cancelled before work began, the code is released so you can use it again while it is still valid.

Your rights

Nothing in this policy limits the rights you have under the law where you live, including consumer protection laws in Nigeria, the European Union, the United Kingdom and elsewhere. If we cannot solve a problem together, you can contact the Federal Competition and Consumer Protection Commission in Nigeria, or your local consumer protection authority. We would always like the chance to put things right first.