Refund policy

Our Commitment

Every piece in this shop is handmade with intention and attention to detail. Your happiness with your order genuinely matters. If something isn’t quite right, please don’t hesitate to reach out — we’ll always do our best to make things right.

Returns

Returns are accepted within 14 days of delivery, provided the item meets the following conditions:

  • Item is unused and in its original condition
  • Item is in its original packaging
  • You’ve contacted the shop before sending anything back (see below)

Return shipping costs are the responsibility of the customer. We recommend using a trackable shipping method, as we cannot be responsible for returns lost in transit.

Restocking fee: 20% restocking fee for returned supplies and items

Custom and personalized orders are non-returnable — all sales are final on custom work. This includes items made to order, custom color requests, and personalized pieces. Sale items are also final sale and cannot be returned or exchanged.

Refunds

Once your return is received and inspected, a refund will be issued to your original payment method within 5–7 business days. You’ll receive an email confirmation as soon as the refund has been processed.

Please note: original shipping costs are non-refundable.

Exchanges

Exchanges are gladly accepted for items that arrive damaged or defective. Please contact us within 7 days of delivery and include a clear photo of the damage. We’ll arrange a replacement or issue a refund at our discretion — whichever makes the most sense for your situation.

Damaged or Lost Items

If your order arrives damaged, please photograph it right away and get in touch. We’ll work with you to find a solution as quickly as possible. Your item is fragile and should be handled with care. No refunds for misused/abused or signs of negligence. 

For lost packages: once a carrier marks a package as delivered, we are not able to take responsibility for it. That said, we’re happy to help you file a claim with the carrier or troubleshoot next steps — just reach out and we’ll do what we can.

How to Start a Return

Please do not send items back without reaching out first. Returns sent without prior approval may not be accepted.

To get started, contact us via email or the shop’s contact form and include the following:

  • Your order number
  • The reason for your return or exchange
  • A photo, if the item arrived damaged

Reach us at: beadworkbytoniwi@gmail.com

We aim to respond to all messages within 1–2 business days.

Thank you so much for shopping small and choosing handmade. It truly means the world. Every order is made with care, and your support helps keep this little shop going. 🌿