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Due to the constant issues with undelivered messages with our previous
mail host we are switching the provider for the mail and the chat service.

We apologize for the inconvenience, but if you have messaged us and received
no reply, please re-send it as the chats and mails should work normally now

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Refund policy

Returns and Refunds

All items are customized and made to order so we are not able to accept returns.

Our cancellation refund policy lasts 48 hours from the time order is placed. If more than 48 hours have gone by since your purchase, unfortunately we will not be able to offer you a refund anymore since the order will already be in progress.

If you apply for a refund with 48 hours of placing your order, then your order will be cancelled and your refund processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days depending on the payment processor.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at shop@scratchythings.com.

Sale items (if applicable)

Only regular priced items may be refunded, but unfortunately sale items cannot be refunded.

Damaged or lost packages

Packages can be delayed, damaged or lost at some point in the delivery process. Please report any issues the moment you receive the package and send all the relevant info to us so we can open the claim in the 24h limit imposed by the postal service. In case there is damage to the package, you need to make the damage report with the delivery driver as the delivery company reserves the right to deny any claims that are not made on the spot.

We will do our best to arrange to send replacement items, but if the claim is not reported to us on time, our options will be very limited.

Depending on where you live and the postal service used, the time it may take to process the claim, may vary.

100% Handcrafted

All our items are handcrafted, made to order and customizeable.

Processing times:

6-10 weeks depending on existing order queue.

Delivery times:

4-8 business days EU
10-20 b. days Worldwide

Ecological & recycleable

The materials we use are eco-friendly and sustainable