Refund & Return Policy

At EGGcraft, we care deeply about your satisfaction. Below you’ll find a clear breakdown of our return and refund policies depending on the type of product or service you’ve ordered.

Custom Dial Painting (Dial-Only Service)

Our custom dial painting service is a collaborative, made-to-order process. Each stage is completed with your explicit approval.

• Non-Refundable After Painting: Once the dial has been painted and delivered, we cannot accept returns or issue refunds, as the work is uniquely customized for you.
• Before Painting Approval: If you’re unhappy with the digital mockup during the design phase, please contact us immediately. We’ll revise it before proceeding to paint.

Cancellations Before Shipping
If you cancel your order before it is shipped:

• The 30% deposit is non-refundable, as it covers our time and preparation.
• If we purchased a watch or dial specifically for your order, the cost of that item is non-refundable.
• If you purchased a full watch and we painted its dial, the dial portion is non-refundable, as it was custom-modified.

Hassle-Free Returns (Vintage & New Watches)

We offer a 15-day return period from the date of delivery for all standard vintage and new watches—no questions asked.

To qualify for a return:

• The item must be unused, undamaged, and returned in its original packaging.
• Please contact us before returning any item so we can guide you through the process.

Note: This policy excludes custom-painted dials and watches purchased with such customizations.

Damaged or Faulty Items

If your watch arrives damaged or is not working properly, contact us within 3 days of delivery, and include clear photos. We will assess the issue and work toward a fair resolution.

Please note: Custom-painted dials are excluded from damage-related refunds unless we determine the fault to be ours.

Refunds

Once we receive and inspect your return, you will be notified by email regarding the approval or rejection of your refund.

• Approved refunds will be issued to your original payment method.
• Refund processing times may vary depending on your bank or credit card provider.

International Returns & Customs Duties

If you are located outside the UK and decide to return an item after receiving it, please note:

• Import duties, VAT, and other customs charges paid upon delivery are not refunded by us.
• However, in many countries, you may be eligible to claim these fees back from your local customs or tax authority once the item is returned.

To assist with this process, we can provide the following documentation upon request:

• A credit note (refund invoice)
• Confirmation of your payment refund
• Any relevant shipping documents (if available)

Please consult your local customs office to understand the specific requirements and timelines for requesting a refund.

When sending the item back to us, it is essential to:

• Clearly mark the parcel as “Returned Goods”
• Declare a low or zero customs value to avoid additional charges on re-entry
• Use a tracked shipping method with appropriate insurance

We are not responsible for any customs or tax refund decisions made by your local authorities, but we are happy to assist you with the paperwork required.

Late or Missing Refunds

If your refund hasn’t arrived:

1. Check your bank account again.
2. Contact your credit card company—it may take time to post.
3. Reach out to your bank, as there could be processing delays.

If you’ve followed these steps and still haven’t received your refund, please email us at contact@eggcraft.co.uk.

Return Shipping Instructions

To return an item:

• Please contact us to obtain a return label and instructions.
• You are responsible for return shipping costs. These costs are non-refundable.
• If a refund is approved, the cost of return shipping will be deducted.

Tip: For high-value items, we recommend using a trackable shipping method or purchasing insurance. We cannot guarantee receipt of your returned item without tracking.

Warranty & Authenticity

• All original components (case, bracelet, dial, hands, and movement) are authentic unless stated otherwise.
• Some internal parts, such as gears or crystals, may have been professionally restored or replaced.
• Vintage watches may display signs of wear due to their age.

Warranty Policy:

• We do not offer a warranty for vintage watches due to their delicate nature.
• However, any watch purchased at £2,000 or above includes a 1-year warranty covering functional defects under normal use (excluding water damage or misuse).

Need Help?

For any questions related to returns or refunds, please don’t hesitate to contact us at:
📩 contact@eggcraft.co.uk