Buyer Terms

1. Know your seller

Each listing and order identifies the independent shop responsible for the product. A seller may be a trader or a private seller; consumer rights can differ. EmenCraft collects trader information and displays the information required for an informed purchase.

2. Placing an order

• Review the product description, variations, personalisation, production time, delivery charge and seller policies.
• Provide a complete delivery address and keep contact information current.
• An order is accepted only after payment is confirmed and an order confirmation is issued.
• Separate seller orders may be created from one multi-shop checkout.

3. Delivery

Delivery estimates include production and carrier time but are not guarantees unless expressly agreed. Report non-delivery, damage or material delay through the order page so the seller can respond and EmenCraft can preserve the record.

4. Cancellations, returns and faulty goods

Where a trader sells to a UK consumer at a distance, eligible goods normally carry a 14-day cancellation period after delivery, followed by 14 days to return them. Personalised or genuinely custom-made goods are generally excluded from change-of-mind cancellation, but faulty, unsafe or misdescribed goods remain protected.

Mandatory consumer rights cannot be removed by a seller policy. The Returns, Cancellations and Refunds Policy explains the marketplace workflow.

5. Buyer conduct

• Use payment and messaging tools honestly and do not submit abusive chargebacks or false reports.
• Inspect returned goods only as reasonably necessary and package returns with appropriate care.
• Keep supporting evidence such as photographs, tracking and communications when opening a dispute.