Customers
Returns and complaints
Last updated: 24.09.2026
1Cancelling before confirmation
You can cancel free of charge until we confirm the order by phone. Just write to us or tell us when we call.
2Why there is no 14-day return
Every figurine is made specially from your photo. Under Art. 57(3) of the Bulgarian Consumer Protection Act, the 14-day right of withdrawal does not apply to such personalised goods. We can't resell a figurine to someone else.
If you refuse a parcel that matches the order, we may ask you to cover the cost of making and shipping it.
3Damaged parcel
Check the parcel in front of the courier before paying. If it is visibly damaged, refuse it or have the courier write a damage report.
If you find damage after receipt, write to us as soon as possible — ideally within 48 hours — with photos of the piece and packaging. We'll make a new one free of charge or refund you. This doesn't limit your rights under the legal guarantee.
4Complaints (legal guarantee)
If the piece doesn't match the order — for example the wrong size, a missing element or a making defect — you can make a complaint within 2 years of receipt.
- Email handycraftshelp@gmail.com with the order number (HC-…), a description and photos.
- We reply within 7 days and offer a repair, a remake or a refund.
- Complaints are resolved within 1 month.
Small differences from the preview in detail, shade and proportion are natural for handmade work and are not a defect.
5Refunds
For an accepted complaint we refund by bank transfer within 14 days to an account you give us.
Questions? Write to us.