Your shipping and return policies are often the first thing a buyer checks before making a purchase. Clear, fair policies build trust and reduce the number of messages you'll need to answer. Vague or missing policies can cause hesitation and lost sales.
Think of your policies as a promise to your buyers. They set expectations around cost, timing, and what happens if something goes wrong. Taking time to define them thoughtfully will save you time and headaches down the road.
When you set up your shop on Crafts.ly, you'll choose a default shipping approach. You can charge a flat rate per order, a flat rate per item, or offer free shipping. You can also override your default on individual listings if certain items have unique shipping needs.
Free shipping is the simplest option for buyers and tends to increase conversion rates. If you go this route, factor your average shipping cost into your product prices so you're not losing money. Free shipping works well when your items are lightweight and shipping costs are predictable.
Flat rate per order works well if buyers tend to purchase multiple items from you. It rewards larger orders and keeps things simple. Choose a rate that covers your average shipping cost without overcharging buyers who order a single item.
Flat rate per item is best when your products vary significantly in size and weight. It lets you set shipping costs that more accurately reflect what each item actually costs to ship. This is common for sellers who offer a range of products, from small jewelry pieces to larger pottery or woodwork.
Each listing on Crafts.ly displays your return policy, so buyers know what to expect before they purchase. You can choose to accept returns within a specified window or mark items as final sale.
There's no single right answer here. Your policy should reflect the nature of what you sell and what you're comfortable managing.
Accepting returns can increase buyer confidence, especially for higher-priced items. Buyers are more likely to purchase when they know they have recourse if something doesn't work out. Buyers shopping for handmade goods tend to be intentional about their purchases, so offering returns doesn't mean you'll be flooded with them.
Final sale policies make sense for custom or made-to-order items, perishable goods, items with hygiene considerations, or anything that can't easily be resold. Many buyers understand and accept final sale policies for these categories.
Regardless of your return policy, Crafts.ly expects sellers to work with buyers to resolve situations where an item arrives damaged or significantly not as described. This isn't treated as a return. It's a fulfillment issue, and it applies to all orders on the platform. Your return policy covers change-of-mind situations. Damaged or misrepresented items are handled separately through Crafts.ly's buyer protection process.
With that baseline in place, a middle ground that works well for many sellers is to accept returns for most items but mark custom or personalized items as final sale. You can communicate this clearly in your product descriptions.
You can update your default shipping and return policies at any time from your seller settings. Changes apply to new listings going forward. Existing listings retain their current settings unless you update them individually.
If you make significant changes to your policies, consider mentioning it in a post so your followers are aware. Transparency builds trust with your community.
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