Refund policy

Last updated 4 August 2026.

Read this first: your piece does not exist yet

Nothing on this site is picked off a shelf. When you order, one person starts crocheting your wrap by hand in Narsapur, Andhra Pradesh, India, and it takes about 2–3 weeks. That is the whole reason this policy reads differently from a normal returns page — there is no warehouse to send it back to and no next customer to sell it to.

So instead of a returns window we do the checking before it ships, and we make the remedies cost you nothing.

The Real Photo Promise — you approve it before it leaves

Before we dispatch, we photograph your actual piece — not a sample, not a render — and email it to you. If it is not what you expected, tell us and we remake it, free, before it ships. You decide, not us.

This is the most useful thing on this page. Almost every problem a returns policy exists to solve gets solved here, before a parcel is ever created.

Changed your mind

You can cancel for a full refund within 24 hours of ordering, provided work has not already started. Email hello@softseason.store and we will confirm.

After work has started we cannot cancel, because your piece is being made specifically for you and there is no one else to sell it to. We would rather say that plainly than write a policy we would have to argue our way out of later.

If you are buying from the United Kingdom or the European Union

Your statutory right to cancel is greater than the window above, and it applies in full. Under the UK Consumer Contracts Regulations 2013 and the EU Consumer Rights Directive you may cancel for any reason within 14 days of receiving your order, without giving a reason.

  • Tell us by email at hello@softseason.store within 14 days of delivery.
  • Send the wrap back to us within 14 days of telling us, unused, unwashed and in the condition it arrived in.
  • You pay the return postage, and we are telling you before you order rather than after, because the parcel travels back to India and it is not cheap. Use a tracked service — until it reaches us it is at your risk.
  • We refund the full order value, including the standard outbound delivery cost, within 14 days of receiving the item back or of your proof of postage, whichever comes first.
  • This right does not apply to a piece that has been personalised to your specification — for example an embroidered name. It does apply to a wrap in one of our standard colours.

None of this replaces the promises below. If something is wrong with the piece, use those instead — they cost you nothing and you do not have to post anything back.

If it arrives damaged, faulty, or in the wrong colour

Email hello@softseason.store within 30 days of delivery with a photograph.

  • Send a photo, not the item. There is nothing for you to post and nothing for you to pay.
  • We will either remake and reship it free, or refund you in full — your choice.
  • You keep the original piece.

If it is lost in transit

We remake it and ship it again at our cost. We do not ask you to chase the courier; that is our job, not yours.

What is not covered

Being straight about the edges of a promise is what makes the middle of it believable.

  • Normal handmade variation. Every piece is crocheted by a person, so stitch tension, exact dimensions and the precise shade of a dye lot vary slightly between pieces. That is the product, not a defect. Screens also render colour differently — the photographs are honest but your monitor is not calibrated to our yarn.
  • Damage from misuse, including machine washing or tumble drying. Care instructions are on every product page and on the card in the box: hand wash cool, lay flat to dry.
  • Wear from ordinary use over time. If it tears or unravels, write to us anyway — we would usually rather repair it than argue about it.
  • Gift boxes and cards once dispatched, unless they arrive damaged.

How to make a claim

Email hello@softseason.store with:

  1. your order number,
  2. a photograph showing the problem, and
  3. one line on what you would like us to do.

We reply within 1–2 business days, Monday to Friday. Refunds go back to the original payment method and typically appear within 5–10 business days, depending on your bank. We do not charge restocking fees, we do not deduct anything for "inspection", and we do not issue store credit instead of a refund unless you ask for it.

Your statutory rights

Nothing on this page limits rights you have by law. If you are in India, the Consumer Protection Act 2019 applies. If you are in the UK, the Consumer Rights Act 2015 applies. If you are in the EU, your national implementation of the Consumer Sales and Guarantees Directive applies. Where our promise is more generous than the law, our promise applies; where the law is more generous, the law applies.

Unhappy with how we handled something? Write to our Grievance Officer, named on our Privacy Policy page. We acknowledge within 48 hours and resolve within one month.