Welcome to Thegentlecraft– made softly, made by hand.

      FREQUENTLY ASKED QUESTIONS

      What kind of products does thegentlecraft offer?

      thegentlecraft offers a selection of decorative products and DIY craft accessories, including garden and patio ornaments, decorative figurines, seasonal decorations, creative craft kits, home accents, and related lifestyle accessories.

      Available colours, sizes, materials, and designs may vary according to season, inventory, and supplier availability.

      Where do you ship?

      We currently ship to the United States, Canada, and Mexico. Orders with delivery addresses outside these countries cannot be completed at checkout.

      How long does order processing take?

      Most in-stock orders are processed within 2–7 business days.

      DIY kits, personalised products, or made-to-order products may require additional processing time where stated on the applicable product page.

      How long does delivery take?

      Estimated transit times after dispatch are:

      • United States: 7–20 business days;
      • Canada: 10–30 business days; and
      • Mexico: 20–30 business days.

      These estimates do not include processing time and are not guaranteed delivery dates.

      How much does shipping cost?

      Orders of US$50 or more qualify for free shipping. For orders below US$50, standard shipping charges are:

      • United States: US$7.00;
      • Canada: US$8.00; and
      • Mexico: US$12.00.

      How can I track my order?

      After your order has been dispatched, available tracking information will be sent to the email address provided with your order.

      You may also sign in to your customer account and review the "Orders" section.

      Why has my tracking information not updated?

      Tracking information may require several business days to update after dispatch. If tracking has not updated for an extended period, please contact us and include your order number.

      Will all items arrive in one package?

      An order containing multiple products may be shipped in separate packages. When this happens, you may receive more than one tracking number.

      Can I change or cancel my order?

      Please contact us as soon as possible and include your order number and requested change.

      We cannot guarantee that an order can be changed or cancelled after processing, production, or shipment has started.

      Can I return a product?

      Eligible products may be returned within 30 days after delivery.

      Please contact us before returning any product. Return conditions and exclusions are explained in our Returns, Refunds and Cancellation Policy.

      What if my product arrives damaged or incorrect?

      Please contact us promptly and provide your order number, a description of the issue, and clear photographs or videos of the product, packaging, and shipping label where relevant.

      After reviewing your request, we will provide an appropriate solution for an eligible claim.

      Can personalised products be returned?

      Personalised, customised, and made-to-order products generally do not qualify for change-of-mind returns.

      This does not limit any remedies available when a product arrives damaged, defective, incorrectly produced, or materially different from the confirmed order.

      Will I have to pay customs duties?

      Orders delivered to Canada or Mexico may be subject to customs duties, import taxes, brokerage fees, or other charges imposed by the destination country.

      Unless stated otherwise during checkout, these charges are the customer's responsibility.

      What if I entered the wrong address?

      Please contact us immediately. We cannot guarantee that an address can be changed after an order has entered processing or has been dispatched.

      How can I contact thegentlecraft?

      When contacting us about an existing order, please include your order number and the email address used to place the order.

      • Brand: thegentlecraft

      • Website: https://www.thegentlecraft.com

      • Customer Service Email: thegentlecraft@163.com；service@thegentlecraft.com

      • Store Operator: thegentlecraft is operated by Xincheng District Yunmei Knitwear Store, which is responsible for the operation of the online store, order processing, customer service, and related e‑commerce activities.

        • Date of Establishment: February 10, 2023

        • Business Registration Number: 92150102MAC6UYT80G

      • Registered Business Address: No. 18, South Square, Tongda Mall, Chezhan East Street, Xilin North Road Street, Xincheng District, Hohhot City, Inner Mongolia Autonomous Region, China

      Please do not send returns to our registered address unless instructed by our team. Always contact us first for return instructions.