Refund Policy
At Filaoza, every creation is prepared with care ♡
1. Returns and right of withdrawal
In accordance with the regulations applicable to distance sales, you generally have 14 days from the date you receive your order to exercise your right of withdrawal, without having to provide a reason for your decision.
However, this right does not apply to certain products, including creations made according to your specifications or clearly personalized.
Personalized Filaoza creations or creations made specifically at your request therefore cannot be returned simply because you have changed your mind.
2. Handmade creations
Every Filaoza creation is handmade. Slight variations in size, texture or appearance may therefore occur from one piece to another. These variations are part of the handmade nature of the creation and do not, in themselves, constitute a defect.
However, if your item has a defect or a problem that does not correspond to what was expected, please contact me so that I can find a suitable solution.
3. Damaged or faulty item
If your order arrives damaged, incorrect or has a defect, please contact me as soon as possible at:
To help me process your request quickly, please provide your order number and, if necessary, include photographs showing the issue.
After reviewing your request, a solution may be offered in accordance with your rights and applicable legal guarantees, such as a repair, replacement, refund or another appropriate solution.
4. Return procedure
Please do not send any return before receiving my approval by email.
When a return is accepted, shipping instructions will be provided directly by email.
Returned items should, whenever possible, be kept in their original condition and properly protected during transport.
5. Refunds
When a refund is due, it will be made using the same payment method used for the original order, unless otherwise agreed with the customer.
The refund will be issued within the time limits provided by applicable regulations and after the product has been received and checked when a return is required.
Initial shipping costs may be refunded in the cases provided by law. Any additional costs resulting from choosing a more expensive delivery method than the standard option may not necessarily be refunded.
6. Digital crochet patterns
Digital crochet patterns, together with their video content when provided, are digital products.
When a download or access to digital content has begun with your agreement before the end of the withdrawal period, you may lose your right of withdrawal under the conditions provided by applicable law.
In the event of a technical issue or an inaccessible file, please contact me so that I can help you access your purchase correctly.
7. Orders cancelled before creation
If you wish to cancel an order before its creation has started, please contact me as soon as possible at filaozacrochet@gmail.com .
I will do my best to accommodate your request when the progress of the creation allows it.
8. Legal guarantees
These provisions do not limit the rights you have under applicable legal guarantees, including the legal guarantee of conformity and the guarantee against hidden defects.
These guarantees apply under the conditions provided by law.
9. Contact
For any questions regarding a return, refund or order, you can contact me at:
Have a question about your order?
Feel free to reach out, I'll be happy to help ♡