Refund policy

Return & Cancellation Policy

Order Cancellations

Orders may be cancelled at any time prior to fulfillment.

Once an order has been fulfilled, packaged, or shipped, it can no longer be cancelled. If you wish to cancel your order, please contact us as soon as possible. We cannot guarantee cancellation requests received after fulfillment has begun.

Commissioned Artwork & Design Services

Due to the time and labor involved in creating custom artwork and designs, commission payments are non-refundable once work has begun.

If a commission is cancelled before any work has started, a full refund may be issued at the artist's discretion. Once sketches, concepts, revisions, or final artwork have been started, no refunds will be provided for completed work or time already invested in the project.

By purchasing a commission, the customer acknowledges and agrees to these terms.

Commissioned artwork and personalized items are exempt from the EU right of withdrawal.

Returns for European Union (EU) Customers

Customers located in the European Union may return eligible items within 14 days of receiving their order.

To be eligible for a return:

  • The return request must be submitted within 14 days of delivery.
  • Items must be returned in their original condition.
  • Items must be unused and free from damage caused by the customer.
  • Items must be returned with any original packaging where applicable.

Customers may be responsible for all return shipping costs. Original shipping charges are non-refundable unless otherwise required by law.

Once the returned item has been received and inspected, any approved refund will be issued to the original payment method within 14 days of receiving the returned goods.

Exclusions

The following items are not eligible for return unless they arrive damaged, defective, or incorrect:

  • Custom or personalized products
  • Commissioned artwork
  • Digital products or downloadable content
  • Gift cards

Returns Outside the EU

Due to the nature of small-batch and artist-made products, all sales outside of the EU are final. Kiki’s Creepies does not accept returns, exchanges, or refunds for any reason, including but not limited to:

  • Change of mind

  • Buyer’s remorse

  • Incorrect address provided at checkout

Please review product descriptions carefully before purchasing.

Damaged, Defective, or Incorrect Orders

If your order arrives damaged or you receive the wrong item, please contact us within 7 days of delivery at kikiscreepies@gmail.com with:

  • Your order number

  • A clear photo of the item and packaging

If the issue is verified, we will happily offer a replacement or store credit at our discretion. EU customers are entitled to a remedy under applicable consumer protection law.

Lost Packages

Kiki’s Creepies is not responsible for lost or stolen packages once they have been marked as delivered by the carrier. If you believe your package is lost in transit, please reach out and we’ll do my best to help you troubleshoot with the shipping provider.

Digital Products

All digital items are non-refundable once downloaded or accessed.

Contact Us

If you have any questions regarding cancellations, returns, or refunds, please contact us at kikiscreepies@gmail.com.