Last updated: October 2025

Thank you for shopping with Creative Glams.
Each item is carefully handmade with love and attention to detail, and we want you to be completely happy with your purchase.

This policy explains how returns, exchanges, and refunds work when you buy through www.creativeglams.com.

1. Overview

Creative Glams creates handmade and personalised products. Because of this, some items are exempt from return or refund under consumer law once production has begun.

We follow all applicable regulations under the Consumer Rights Regulations (S.L. 378.17, Laws of Malta) and the EU Consumer Rights Directive.

2. Personalised & Custom-Made Items

Personalised or made-to-order products (including those with names, messages, or custom designs) are non-refundable and non-returnable unless:

• The item is faulty or damaged on arrival; or
• The incorrect product was sent due to our mistake.

Please ensure all personalisation details (names, wording, colours, and dates) are correct before placing your order, as production begins based on your exact input.

3. Non-Personalised Items

If you wish to return a non-personalised item, you may do so within 14 calendar days of receiving it, provided:

• The item is unused, in its original condition and packaging; and
• Proof of purchase is provided.

To request a return, please email info@creativeglams.com within the 14-day period.
Once approved, you will receive instructions for returning the item.

Shipping costs for returns are at the buyer’s expense unless the item is faulty.

4. Damaged or Faulty Items

We take great care to ensure that all orders leave our work studio in perfect condition.
If your order arrives damaged, faulty, or incorrect:

1. Contact us within 48 hours of receiving your parcel.
2. Provide clear photographs of the issue and the packaging.

Once verified, we’ll offer:

• A replacement, or
• A refund (including return shipping, if applicable).

We may request you to return the faulty item before processing your refund or replacement.

5. Order Cancellations

Orders can only be cancelled before production begins.
Once a personalised item is being prepared, it can no longer be cancelled.

If you wish to cancel an order, contact us immediately at info@creativeglams.com.
If the order has not yet entered production, we’ll issue a full refund within 7–10 business days.

6. Refund Process

Refunds (where applicable) are issued to the original payment method used at checkout.
Please allow up to 10 business days for the refund to appear, depending on your bank or payment provider.

If you paid via Stripe, BOV Mobile Pay or Revolut Pay, we’ll notify you once the refund has been processed.

7. Exchanges

We currently do not offer direct exchanges.
If you wish to order a different item, please return the eligible product for a refund (if applicable) and place a new order through the Website.

8. Shipping & Return Costs

Customers are responsible for the cost of return shipping unless:

• The item arrived damaged, or
• We sent the wrong product.

Returned items remain the customer’s responsibility until they reach us.
We recommend using a tracked postal or courier service.

9. Items Not Eligible for Change-of-Mind Returns

The 14-day right of withdrawal does not apply to:

  • Goods made to your specifications or clearly personalised.
  • Digital content once access or downloading has begun, where you expressly agreed to immediate supply and acknowledged losing your right of withdrawal.
  • Sealed goods that are unsuitable for return for hygiene reasons once unsealed.
  • Gift cards or vouchers that have already been redeemed or partially used.

Sale, discounted and clearance items retain the same statutory rights as full-price items unless they are personalised or fall under another legal exception.

These exclusions do not affect your rights where an item is faulty, damaged on arrival, incorrect or not as described.

Also replace Section 10 with:

10. In-Person Market & Event Sales

Change-of-mind returns are not accepted for purchases made at markets, pop-up events or fairs. This does not affect your statutory rights where an item is faulty, incorrect or not as described.

11. Contact Us

If you have any questions about returns or refunds, please contact:
📧 info@creativeglams.com
🌐 www.creativeglams.com

We’ll do our best to resolve any issues quickly and fairly.
By purchasing from Creative Glams, you acknowledge and agree to this Returns & Refund Policy.