Handmade Guild Purchase Protection
When you pay through Handmade Guild, our mandatory Purchase Protection is applied to your order. It helps ensure safe payments and gives you the right to claim a refund. Buyer Protection costs a fixed fee of $0.50, plus 5% of the sellers item’s price.
We are here to help! You can easily get help in the rare case that something goes wrong when shopping from a small business here on HandmadeGuild.com.
What's eligible for Handmade Guild Purchase Protection:
- Your order doesn't match the item description or photos and description does not disclose such information
- Your item arrived damaged or your partial shipment was damaged
- Your item didn't arrive or was lost in the mail
We’re ready to help if something goes wrong. Here’s how it works:
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Reach out to the seller | Send a message to your seller from the 'Message Seller' link. Sellers know their business so, by reaching out to them first, they can try to resolve the issue before Handmade Guild steps in. |
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Open a case for us to review | You are eligible to open a case 48 hours after sending the original help 'contact seller' message and the estimated delivery date has passed. After a case has been opened, Handmade Guild will step in to review the details. You cannot request a case to be opened until after 48 hours have passed since your initial message. |
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We will help you reach a resolution | If you cannot find a resolution with the seller, Handmade Guild will refund your purchase, minus shipping where applicable. Once the case is closed, you’ll receive an email confirmation. |
What's eligible for the Protection Program?
The following issues are eligible:
- Your order doesn't match the item description or photos.
- For example, items shouldn't be a different color, size, or material than what's described or shown in the photos. They also shouldn't have any missing parts or imperfections that weren't originally noted. Always read the items description and additional information in these cases.
- Your item arrived damaged.
- Your item didn't arrive or was lost in the mail. (Dependent on shipping carrier or progression of item shipped.) Some cases will require you to file a claim with the shipping company used, often times once it departs the sellers location and has moved through the system OR has been accepted into their shipping system, the seller has no control, in this case you would need to contact the shipping company and file a claim with them.
Otherwise, all sales are subject to the seller's return policy. If you're unsatisfied with an order, you may be able to return or exchange your order depending on the shop's policies. Remember to always contact the shop owner first to rectify any issues you may have.
What does a case means for sellers?
We understand things don't always go as expected, and the purchase protection system is designed for Handmade Guild to review the situation and do our best to find a resolution that works for both parties. In most cases, shops are not affected.
The Handmade Guild Purchase Protection does not cover cancellations, returns, refunds or exchanges. Each shop has their own policies reguarding these.