FAQ
Frequently Asked Questions
🚚 Shipping & Delivery
How long does delivery take? We ship daily and delivery typically takes 2-5 business days depending on your country. You will receive a tracking link by email as soon as your order is dispatched.
Which countries do you deliver to? We deliver to all EU countries as well as Switzerland and Liechtenstein. Shipping costs vary by country and are displayed clearly at checkout before you pay.
How much does shipping cost? Shipping starts from €5.00 for Poland and goes up to €20.00 for Greece depending on your location. The exact cost is always shown at checkout. You can also find the full list on our Shipping & Delivery page.
Can I track my order? Yes. Once your order has been dispatched, you will receive an email with your tracking number and a link to follow your delivery in real time.
What happens if I am not home when my order arrives? Your carrier will leave a notification with instructions for arranging redelivery or collecting your parcel from a local pickup point.
🧶 Our Products
Are your crochet toys really handmade? Yes, every single toy is crafted by hand, stitch by stitch.
Are the toys safe for babies and young children? All our crochet toys are certified and meet the highest EU safety standards. They are toxin-free, made with child-safe materials and suitable for children from birth. Always supervise young children during play.
What age are the toys suitable for? Our toys are suitable for all ages — from newborns to adults who simply love beautiful handmade things. Each product page lists the recommended age range.
How do I clean a crochet toy? We recommend gentle hand washing in lukewarm water with a mild detergent. Reshape while damp and leave to air dry. Do not tumble dry or iron. Full care instructions are included with every order.
The colour on my screen looks slightly different to the product I received. Is that normal? Yes, this is completely normal. Our toys are handmade and colours can vary slightly between batches. Screen settings also affect how colours appear. We always aim to photograph our products as accurately as possible.
💳 Orders & Payment
What payment methods do you accept? We accept Visa, Mastercard, American Express, Discover, PayPal, Klarna and bank transfer. All payments are processed through secure, encrypted systems.
Can I change or cancel my order after placing it? We process orders quickly, so please contact us at info@pintado-lacado.com as soon as possible if you need to make a change. We cannot guarantee changes after an order has been dispatched.
I made a mistake with my delivery address. What should I do? Contact us immediately at info@pintado-lacado.com. If your order has not yet been dispatched, we will do our best to update the address. Once dispatched, we are unable to redirect parcels.
Will I receive an order confirmation? Yes. You will receive an automated order confirmation by email immediately after placing your order, followed by a dispatch confirmation with tracking details once your order is on its way.
↩️ Returns & Refunds
What is your return policy? You have 14 days from the date of receiving your order to return it. Items must be returned in their original condition. Please see our full Return & Refund Policy for details.
How do I return an item? Simply email us at info@pintado-lacado.com within 14 days of receiving your order and we will guide you through the process.
Is return shipping free? Return shipping is free if the item is defective or we made an error with your order. For all other returns, a €10 handling fee is deducted from your refund.
How long does a refund take? Once we receive your returned item and confirm its condition, we will process your refund within 14 days using your original payment method.
Can I return a custom or personalised order? Unfortunately, custom-made and personalised crochet toys are exempt from the right of withdrawal under EU consumer law, as they are made specifically for you.
📦 Other
Do you offer gift wrapping? We are working on gift packaging options. In the meantime, our toys arrive beautifully presented and make wonderful gifts just as they are.
Do you have a physical shop? We are an online-only shop, which allows us to keep our focus on quality and fast delivery. You can reach us any time at info@pintado-lacado.com
I have a question that isn't answered here. What should I do? We'd love to hear from you. Contact us at info@pintado-lacado.com — we are available Monday to Friday and always respond within 24 hours.