Payment

We accept payment in both GBP(£) and EUR(€). We accept all major credit cards as listed: Visa, Delta, Maestro, Switch, Visa Electron and MasterCard. We also accept payment through World Pay. All payments are processed securely through our approved payment provider's website. We do not store any credit card details.

Customers located outside the UK

Handoki is an online platform that acts as an intermediary between crafters (sellers) and customers (purchasers). Although based in the UK, we can connect people from all over the world, both sellers and purchasers. Local import and export duties may be due and payable by both purchasers and sellers respectively. These are solely your responsibility. If you know that it would be illegal for us to sell our products in your country or region, please do not order items from our site. We cannot be held responsible for this.

Cancellation / Returns policy

Under the United Kingdom's Distance Selling Regulations, you have the right to cancel your order before a certain period of time has elapsed. In order to do so, you must inform our Customer Services Department in writing or by email within 14 business days from the day after the receipt of your order. Returning any item within 14 days will also be taken as notice of cancellation of your order (or part of your order). Please quote your order number on all correspondence. Goods are provided to you on approval and legal title to the goods will not pass to you until the 14-day post-delivery period has expired. On receipt of the goods, we will give you a full refund of the amount paid or an exchange if requested. We recommend using a recorded delivery service and requesting proof of postage when returning goods. The cost of postage can be claimed back from us within reason (we do not refund courier fees) for damaged, wrongly described or faulty goods by sending a receipt to our Customer Services Department. The contract in respect of the sale of goods between you and us requires that you return the goods to us upon cancellation. This does not affect your statutory rights. Please have a look at our full Returns policy for details of how to return goods to us.

Our products fall into three categories – Regular, Custom Made (Personalised) and Exclusive. In relation to Custom Made (Personalised), we have no obligation to issue refunds or to replace these items. Such items are clearly marked as Custom Made (Personalised) items on the website. These are the only products we sell that we have no obligation to refund or replace, due to the personalised nature of them. The only exception to this rule are goods that are shipped as faulty or damaged items. 

Please note that we do not refund your postage unless the item has been delivered to you as damaged, wrongly described or faulty.

We will refund the delivery charge of faulty/damaged goods when you notify us, other than by telephone, within 14 days of receipt of your intention to cancel. If notification is received later than 14 days after receipt of the goods, then we will refund the delivery charge only if the goods are damaged, faulty or incorrect. On returned goods we will refund the amount paid.

Please note that, in relation to faulty, wrongly described or damaged goods, the seller may request photographic proof of the issue before the refund is approved. Our sellers take great care in every part of the process they are involved in and, as such, may request photographic proof to determine the extent of the issue and understand why the issue occurred.