Shipping & Returns
Everything you need to know about delivery and exchanges
Shipping Policy
At EmpressCraft, we offer worldwide shipping on all made-to-order products. Every item is crafted especially for you after your order is placed, so please allow for production time before dispatch.
- Delivery Window: 9β17 business days (production + shipping)
- Carriers: YunExpress / China Post Small Packet (tracked)
- Processing: 3β5 business days for production, 6β12 business days for transit
- Tracking: A tracking number will be provided once your order ships
Delivery times are estimates only and may vary due to customs processing, local postal delays, or peak holiday seasons.
Shipping Regions
We ship to the following regions worldwide:
- π Americas β United States, Canada, Brazil, Mexico, Argentina & more
- π Europe β United Kingdom, Germany, France, Italy, Spain, Netherlands & all EU countries
- π Southeast Asia β Singapore, Malaysia, Thailand, Philippines, Vietnam, Indonesia & more
- π Middle East β UAE, Saudi Arabia, Kuwait, Qatar, Oman, Bahrain & more
- π Russia & CIS β Russia, Kazakhstan, Belarus & neighboring countries
If your country is not listed, please contact us and we will do our best to accommodate your order.
Shipping Costs
Shipping fees are calculated based on the total weight of the package and the destination country. The final shipping cost is displayed at checkout before you complete your payment.
- Weight-based pricing: Lighter packages (e.g., jewelry, hats) ship at lower rates
- Destination-based: Rates vary by zone (Americas, Europe, Asia, etc.)
- Real-time calculation: Your shipping total is shown in the cart and checkout pages
- No hidden fees: What you see at checkout is the final shipping charge
We do not offer free shipping at this time. Volume discounts may be available for bulk orders β inquire with us.
Customs & Duties
International orders may be subject to import duties, taxes, and customs fees levied by the destination country. Please note:
- Customs charges are the responsibility of the buyer
- We are not responsible for delays caused by customs processing
- We declare shipments at their full value as required by law
- Customs policies vary widely between countries β please check with your local customs office
- If you refuse to pay customs fees and the package is returned, a refund may be issued minus shipping and any return fees
Returns & Exchanges Policy
Because every product at EmpressCraft is made to order β crafted, embroidered, and finished specifically for you β we are unable to accept returns or exchanges for change of mind, sizing preferences, or buyer's remorse. This policy helps us keep prices fair and quality high.
No Change-of-Mind Returns
Custom and personalized items are non-returnable for reasons including but not limited to:
- Ordered the wrong size
- Changed your mind about the design or color
- Found a similar product elsewhere
- No longer want the item
Quality Issues β Covered
If your item arrives with a manufacturing defect (e.g., embroidery errors, torn fabric, incorrect design), we will make it right. Simply:
- Contact us within 7 days of delivery
- Provide your order number and a photo of the defect
- We will arrange a free remake or replacement
- Return shipping for defective items is covered by us
How to Report a Quality Issue
- Email us at andrew@empresscraft.com or message on WhatsApp at +86-13187031303
- Include your order number, a brief description of the issue, and clear photos
- We will respond within 24 hours with a solution (remake or refund)
- If a return is needed, we will provide a prepaid return label
π‘ Tip: Please double-check your size using our Size Guide before placing your order. This helps ensure a perfect fit the first time!
Still Have Questions?
Our customer service team is here to help. Reach out anytime.
Response Time
We reply within 24 hours,
Monday β Saturday