An informed choice
The final policy will be available before the shop opens. Online consumer purchases generally include a 14-day withdrawal period from delivery and a minimum two-year legal guarantee for non-conforming goods.
Handmade does not mean personalised
We do not currently sell personalised products. An item being handmade or ordered from a supplier after purchase should not be confused with customer-requested personalisation.
Contact us
The works in the shop selection are already made. CreativeVANE has a separate enquiry route for bespoke projects: sending an enquiry does not conclude a purchase. Any future commission terms, including applicable withdrawal rules, must be provided before the work is agreed.
Communicating a change of mind
You may communicate your decision through an explicit statement. The downloadable template on the Withdrawal page is optional and no reason is required. The future online service must provide an acknowledgement of receipt.
Returning goods and refunds
Goods should generally be returned within 14 days of notifying withdrawal. Refunds include the standard delivery required by law; the seller may wait for the goods or evidence of return. The operational return address and allocation of return costs will be specified before launch.
Boxes and opened packaging
A surprise box is not automatically excluded from withdrawal. Opening packaging is not in itself a general waiver of rights; any diminished value due to handling beyond what is necessary is assessed under applicable law.
Defects and the legal guarantee
Report a defective or non-conforming item to assistance. Remedies under the legal guarantee are separate from withdrawal and are not restricted by the store’s commercial terms.