Overview

We aim for 100% customer satisfaction. This policy applies to all digital downloads (e.g., artwork, ebooks) and physical items (e.g., prints, knitted goods). Review your purchase listing for any product-specific notes, as policies can vary slightly by item.

Digital Products

Digital items are final sale once downloaded or access granted—no refunds or exchanges.

• Exceptions: Faulty files (e.g., corrupted download) qualify for replacement within 7 days of purchase.
• Contact us with order details and proof; we’ll resend or issue store credit promptly.

Physical Products

Returns accepted within 14 days of delivery for unused items in original condition.

• Eligible if damaged, defective, or significantly not as described (provide photos).
• Custom/personalized physical items (e.g., bespoke knits) are non-returnable unless faulty.

Message us via shop contact with order number, issue description, and photos within the timeframe.

We’ll approve eligible requests within 48 hours and provide next steps (refund, replacement, or repair).

To complete your return, we require a receipt or proof of purchase.

There are certain situations where only partial refunds are granted:

• Book with obvious signs of use
• CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
• Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
• Any item that is returned more than 30 days after delivery

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

Refunds and Exchanges

• If you are approved, then your refund will be processed. Full refunds to original payment method within 5 business days of approval/receipt.
• Exchanges offered where possible for size/color issues on standard physical items.
• No refunds for change of mind, wear/tear, or shipping delays. Partial refunds for partial issues.

Shipping and Exceptions

• We don’t reimburse initial shipping costs.
• Perishable/intimate items (if any) are non-returnable.
• EU customers: 14-day cooling-off period for non-custom physical goods (digital excluded); return costs on you unless faulty.

Contact Us

Reach out anytime via shop messages, we reply within 24 hours to resolve fairly. This policy follows platform guidelines and local laws of Portugal consumer rights). Last updated: February 2026.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at [email protected].

Shipping returns

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?

Contact us at [email protected] for questions related to refunds and returns.