Returns & refunds
Pilot: report issues within 15 minutes
When you receive your package, take photos and/or video immediately on opening. Notify Cravealot on WhatsApp (074 761 8538) within 15 minutes of receipt with your order reference and the media — so we can arrange to collect and verify the goods where needed. Refunds or a replacement on the next batch delivery follow only after this step (faulty, damaged, wrong item, or not as described).
WhatsApp: 074 761 8538
Our makers want you to be happy with every order. In line with South African consumer law and our marketplace rules (final legal wording — lawyer review pending), you may notify the maker within 14 days of receiving goods if you are unhappy — subject to the exclusions below.
Important: Many Cravealot items are perishable, made to order, or personalised. These cannot be returned unless faulty or not as described. Do not discard or destroy products before you have agreed next steps with the maker.
How to cancel your order, or return or exchange a product
- Contact the maker. Sign in to your account, open Orders, locate the order, and use Contact maker (Phase 1) or email via the maker shop page. Say whether you want a refund, replacement, or exchange.
- Package and send (if applicable). If you have received goods that are returnable, send them back within 14 days of step 1. Use a tracked service and keep proof of postage. Unless the item was faulty or wrong, return postage is normally your cost — the maker will confirm.
- Refund. Once the maker confirms receipt (or agrees a cancellation before dispatch), Paystack refunds go back to your original payment method within 14 days, subject to bank processing times. Escrow releases are reversed through Head Office when disputes close.
What you can't send back
Unless faulty or not as described, we cannot accept returns of:
- Perishable food (fresh bakes, chilled lines, opened jars).
- Custom or bespoke items made to your specification that cannot be resold.
- Made-to-order goods already in production at the time you cancel (maker may offer partial credit).
Still unhappy with a non-returnable item (damaged, wrong item, missing)? Contact the maker — most issues are resolved with a replacement dispatch or credit.
Not received your order?
You will get email and WhatsApp updates when your order is dispatched (Twilio + Resend, Phase 1). Check order status in your account. If tracking shows delivered but you have nothing, or the parcel is late with no updates, contact the maker using the steps above. If it cannot be located, they will arrange a replacement or refund.
See also our delivery guide and Late delivery section.
Need more help?
All approved makers agree to this returns framework. If you cannot reach agreement with a maker, contact Cravealot support with your order number and correspondence. Low-star complaints are handled by Head Office (see Chapter 05 in the teaching manual).