At The Craft City, we are committed to delivering high-quality custom-made products and ensuring a positive experience for every customer. While all items are produced on demand, we accept returns under specific conditions related to product defects or errors caused by our production process. This Returns Policy explains when and how customers may return items to our facility.

1. Eligibility for Returns

We accept returns only under the following circumstances:

  • Defective or damaged products due to manufacturing or packaging error
  • Incorrect item received (wrong design, wrong color, wrong variant)
  • Incorrect size delivered when the product does not match the size selected in your order
  • Misprint or production error directly caused by our fulfillment team

Returns are not accepted for:

  • Incorrect size chosen by the customer
  • Change of mind or dissatisfaction with design preferences
  • Normal wear and tear
  • Minor color differences due to screen/monitor variations

If you believe your product qualifies for a return, you must contact us within the time frame listed below.

2. Return Request Timeframe

To be eligible for a return:

  • You must submit a return request within 7 days of receiving the order.
  • Requests must be sent to our support team at support@thecraftcity.com with:
    • Order number
    • Clear photos of the product
    • Description of the issue

Once submitted, our support team will review your request 2 business days and provide a confirmation email with detailed instructions.

3. Return Shipping Instructions

If your return is approved, you will receive an authorization email with:

  • Return instructions
  • Return tracking requirements
  • The address of our return facility

Return Address (Vietnam Facility):
The Craft City
Tổ 7, Khu Đô Thị TNR Đông Mỹ
Thành Phố Thái Bình, Tỉnh Thái Bình
Việt Nam
Phone: +84 587 282 880

Customers are responsible for the cost of return shipping unless the product is confirmed to be defective or incorrect due to our error.

We recommend using a trackable shipping service to ensure safe delivery of your return package.

4. Return Approval & Processing Time

Once your returned item is received at our Vietnam facility, we will:

  1. Inspect the item 2 business days
  2. Send you a confirmation email regarding the result
  3. Proceed according to your case (replacement or refund)
  • If the product is confirmed defective or incorrect due to our fault, you will be eligible for:
    • A 100% refund or
    • A free replacement (as preferred by you)

Full details on refund amounts and timelines will be outlined in our Refund Policy.

5. Condition of Returned Items

Items returned must meet the following conditions:

  • Unworn
  • Unwashed
  • Free from odors, stains, and pet hair
  • In their original packaging when possible
  • With all accessories included (if applicable)

Items that do not meet these criteria may not qualify for a refund or replacement.

6. Non-Returnable Items

Due to the customized nature of our products, we cannot accept returns for reasons unrelated to defects or production errors, including:

  • Wrong size ordered by the customer
  • Change of mind
  • Personal preference regarding design, color, or placement
  • Orders placed with incorrect shipping information

7. How to Initiate a Return

Please follow these steps:

  1. Email us at support@thecraftcity.com
  2. Include your order number, photos, and description of the issue
  3. Wait for our team to confirm eligibility within 1–2 business days
  4. Follow the instructions sent in the return authorization email
  5. Ship the item back to our Vietnam facility
  6. Receive confirmation and next steps once inspection is completed

All communication regarding returns is handled exclusively through email for proper documentation and faster processing.

8. Contact Information

If you have questions about this Returns Policy or need assistance with a return, please contact us:

Email: support@thecraftcity.com
Phone: +84 587 282 880
Phone(US): +1 (214)555-1234
Address (Vietnam Office): Tổ 7, Khu Đô Thị TNR Đông Mỹ, Thành phố Thái Bình, Tỉnh Thái Bình, Việt Nam
Business Entity (US): MMOJSC LLC, 1942 Broadway Ste 314C, Boulder, CO 80302, USA

Our support team will respond within 24–48 business hours.