Returns policy

Because every cracker is made for you

When you order from us, you are choosing the wrapping, the contents, the joke, and optionally a name — and we make your crackers exactly as you asked. That is what makes them special, and it also means they are bespoke: made to your personal specification.

Because of that, the usual 14-day “change of mind” cancellation right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 does not apply to our crackers. This is permitted under Regulation 28(1)(b) of those Regulations.

We start making your order promptly once payment is confirmed, so please take a moment to double-check your choices before you checkout — especially names and jokes. Your statutory rights are not affected by any of this; if something is wrong with your order, see If something's not right below.

Need to cancel or change something?

We know plans change. If you need to cancel or amend your order, please email us as soon as you can at hello@crackerling.co.uk. Include your order reference (e.g. CKL-000001) and the email address you used at checkout so we can find you quickly.

If we have not started making your crackers yet, we will do everything we can to help. Once production has begun, we may not be able to change or cancel the order — but please still get in touch and we will talk it through with you.

If something's not right

We want your crackers to arrive perfect. Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described — and that is the standard we hold ourselves to.

If your order arrives damaged, faulty, or does not match what you ordered, please contact us within 30 days of receipt. We are sorry when things go wrong, and we will offer a replacement or a full refund, including any reasonable return postage costs.

To help us sort it out quickly, please include in your email:

• Your order reference (CKL-000001 format)
• The email address you used at checkout
• A brief description of what went wrong
• Clear photos of any damage or anything that does not match your order

We will reply within 2 business days and agree the next steps with you. Nothing in this policy limits your statutory rights.

Sending something back

If we have agreed in writing that you may return your crackers — for example, because of a fault or an error on our side — here is what to do:

• You have 14 days from our confirmation to post the goods back to us
• Please return items unused and in a condition where we can inspect the issue. We will let you know how best to pack them when we confirm the return
• Pop your order reference in the parcel so we know it is yours

Return postage is your responsibility unless the item is faulty or we sent you the wrong thing — in those cases, we will cover reasonable return costs.

Getting your money back

When a refund is due, we will process it within 14 days of receiving the returned goods, or of receiving evidence that you have sent them back (whichever is earlier). Refunds go back to your original payment method via Stripe.

In line with consumer law, we may deduct an amount reflecting any diminished value of the goods if they have been handled beyond what is necessary to establish their nature, characteristics, and functioning.

We're here to help

Questions about returns or refunds? We would rather you asked than worried. Email us at hello@crackerling.co.uk. You might also find our FAQ useful, and our terms and conditions cover the full legal picture.