Common Questions

Return and Refund Policy

a/ Returns

You can request to return your order within 03 days of the date you received the item. After being confirmed via email from S-Craft Studio, you must return the package within 3 days (based on the postmark on your package). If you are unable to complete the procedures for return within the above period, S-Craft Studio refuses to handle the case.

We only accept returns of non-defective or undamaged items. Items in the following cases are not accepted:
- Items with signs of use.
- Items are returned without the intact original packaging.
- Items are repackaged in a way to intentionally causes damage to the item.
- The accessories included at the time of delivery are missing when returned.
- Returns for the mere reason that the original packaging is damaged.
- Items that are described as not returnable on the product detail pages.
- Items with an imperfection due to the nature of the handcrafted product that is not regarded as an initial failure by S-Craft Studio (e.g., a slight difference between the actual product and product image on the website, the stem is slightly tight or loose when mounting to the keyboard).

When the customer completes the procedures for return and S-Craft Studio receives the return package with items in intact condition. S-Craft Studio will proceed to refund the full amount of the item (transaction fee and shipping fee exclusive). 

b/ Refunds
Within 24 hours since the payment date, you can cancel your order and we we will refund 100% value of the order (Please keep in mind that we will not refund the transaction fee). We will immediately notify you on the status of your refund after inspecting the item. You will receive the credit within a certain amount of days, depending on your card issuer's policies.

For the order that has not reach the destination, we will compensate after 12 weeks.

Domestic Shipping Policy

1. Shipment processing time
All orders are processed up to 7 business days. Orders are not shipped or delivered on weekends or holidays.
If we are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery.

2. Shipment confirmation & Order tracking
You will receive a Shipment Confirmation email once your order has shipped containing your tracking number(s). The tracking number will be active within 24 hours.

3. Customs, Duties and Taxes
S-Craft is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.).

4. Damages
For any products damaged or lost during shipping, S-Craft will support you one (1) time by sending the same product you ordered. If you received your order damaged, please notify us via DM on SNS page or [email protected].
 

International Shipping Policy

1. Shipment processing time
Depending on the shipping method and the country, your orders are processed within 5 days - 7 weeks.

- DHL Express (Signed for delivery): It often takes 3-5 business days and this is the safest shipping at S-Craft. 

- Postal service (Non-signature delivery): It would take 2-7 weeks based on your location. We use a proxy for this shipping method therefore no updates will appear until our proxy receives and delivers the packages to the local postal service.

*Note: 

• It may take longer for some specific reasons. Once receiving the tracking code, please follow it closely especially if you chose Postal service. 
• We can not resolve any request after 2 weeks from the day the parcel is delivered.
• We only support the lost/damaged cases that are confirmed by the carrier.
• If we are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery. 

2. Shipment confirmation & Order tracking
You will receive a Shipment Confirmation email once your order has shipped containing your tracking number(s). The tracking number will be active within 24 hours.

3. Customs, Duties and Taxes
S-Craft is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.).

4. Damages
For any products damaged or lost during shipping that is confirmed by the carrier, S-Craft will support you one (1) time by sending the same product you ordered. If you receive your order damaged, please notify us via DM on SNS page or email [email protected].