Refund policy
The short version: cancel or change within 24 hours for a full refund · you approve photos of your actual piece before finishing · damaged, defective, wrong or lost items are repaired, replaced or refunded at no cost to you · every piece has a 1-year limited warranty against defects in materials and workmanship · most furniture ships in sections and needs simple assembly · refunds go back to your original payment method in 3-7 business days.
Before you order
Every piece is handcrafted to order by our partner artisan workshops in Vietnam - nothing is pulled from a warehouse shelf. Please check the dimensions on the product page against your space (doorways, stairs and elevators too). Questions about size, colour or wood? Email support@squidhandicraft.com before you order and we will answer within 1 business day, with extra photos if you need them.
Cancellations and changes
You may change or cancel within 24 hours of purchase for a full refund. After that, cutting and carving have started on your piece; we can often still adjust size or finish - contact us and we will tell you what is possible and whether it changes the price.
Photo approval and final sale
Before finishing, we email you photos of your actual piece. Check the size, shape, wood and colour, and ask for any adjustment you want - we make it before finishing. Your approval by email confirms that the piece matches what you ordered.
Because each piece is made for you, once you approve the photos, the order is final sale and cannot be returned or refunded for a change of mind, a change in room plans, or a colour that looks different from your screen. This does not affect your rights for damaged, defective, wrong or lost items below.
Assembly
To ship solid wood safely, most furniture (tables, desks, beds, consoles, vanities, shelving) travels in separate sections and needs assembly on arrival - usually attaching legs, a base or a top with the pre-drilled holes and hardware included. Each order comes with a step-by-step guide, and we send an assembly video for your piece. If anything is unclear, email us a photo and we will walk you through it. Needing to assemble a piece is not a defect and is not a reason for return.
Who pays what
| Situation | Cost to you | What you get |
|---|---|---|
| Cancelled within 24 hours | Nothing | Full refund |
| Arrived damaged in transit | Nothing | Free repair, replacement part, replacement piece or refund |
| Defect in materials or workmanship (within 1 year) | Nothing | Free repair or replacement of the affected part |
| Wrong item shipped | Nothing | Correct item shipped free, or full refund |
| Order never arrived | Nothing | Free replacement or full refund - your choice |
| Changed your mind after approving photos | - | Final sale (made to order) |
If your piece arrives damaged
- Inspect before you sign. If the crate or box is damaged, write "damaged" on the carrier's delivery receipt and take a photo of it.
- Email us within 7 days of delivery at support@squidhandicraft.com with your order number and photos of the packaging, the shipping label and the damage.
- Keep the packaging until your claim is settled - the carrier may ask to see it.
We reply within 1 business day and settle the claim at no cost to you: a repair or touch-up kit for small marks, a replacement part for a damaged section, or a replacement piece or refund when the damage is serious. You do not need to wait for the carrier's claim to finish.
1-year limited warranty
Every piece comes with a 1-year limited warranty against defects in materials and workmanship, starting from the date of delivery. If a defect appears - for example a joint that loosens, a drawer or door that fails, a crack that is not a natural wood check, or a finish that peels under normal use - we will repair or replace the affected part at no cost to you - by shipping a replacement part, sending a repair kit, or paying for a local repair that we approve in advance. If the part cannot be repaired or replaced, we offer a partial refund for the affected part or store credit, decided fairly with you; our total responsibility under this warranty is limited to the price you paid for the piece. A repaired or replaced part does not restart the warranty period.
The warranty does not cover:
- normal wear and tear, scratches, dents and marks from everyday use;
- damage from misuse, overloading, accidents, pets, moving, or incorrect assembly or wall mounting;
- damage from water, heat, direct sunlight, very dry or humid rooms, harsh cleaners, or outdoor use of indoor pieces;
- natural characteristics of solid wood: variation in grain, knots, colour, small surface checks, and colour that deepens or fades with age and light;
- small dimensional variance (up to 1 inch on large pieces) and colour that looks different on screens;
- pieces altered or repaired by someone else without our agreement.
How to claim: email support@squidhandicraft.com with your order number, a short description and photos or a short video of the issue. We reply within 1 business day and agree the fix with you before anything is shipped. After the first year we still help: replacement parts are available at cost, you only pay the part and its shipping.
Refunds
Approved refunds are issued to your original payment method within 3-7 business days. Your bank may take a few extra days to post the credit. You will receive an email the day the refund is issued.
Please talk to us before opening a dispute
Almost every problem is solved by email within a few days - a real person reads every message. Opening a dispute or chargeback with your bank freezes the payment and usually slows down your repair, replacement or refund by weeks. Email support@squidhandicraft.com first with your order number; if we have not replied within 2 business days, please email again or use our contact form.
Contact us
| Trade name | Squid Handicraft |
|---|---|
| Customer service office | 5129 Nannie Helen Burroughs Ave NE, Washington, DC 20019, United States Office only - this is not a workshop or a returns address. Please do not send items here. |
| support@squidhandicraft.com | |
| Hours | Online orders 24/7 · Support Mon-Fri, 9 AM - 5 PM ET · we reply within 1 business day |