Refund policy

RETURNS & REFUNDS
support@spookspook.com

We want you to love what you ordered. Because every Spook Spook item is
custom-made for you after you order, our returns work a little differently from a
typical store — please take a moment to read this.

MADE JUST FOR YOU
Everything is made to order — a pre-order. We don't hold finished stock, so once
your order is placed we begin preparing your item. Please allow up to 6 weeks for
production, after which it ships and tracked delivery usually takes 7–14 business
days depending on your location. If we ever can't meet the shipping timeframe we
gave you, we'll let you know and you can choose to wait or cancel that order for a
full refund.

CHANGED YOUR MIND?
Plans change — we get it. You're welcome to cancel within 3 hours of ordering for a
full refund. After 3 hours, materials and work have been committed to your item, so
a 20% production fee applies; once your order has shipped it can no longer be
cancelled. This fee never applies to a refund we owe you — for example if we miss a
shipping timeframe or your item arrives damaged.

IF SOMETHING ISN'T RIGHT
In the rare case your item arrives damaged, faulty or incorrect, we'll take care of
you. Please contact support@spookspook.com as soon as possible, ideally within 48
hours of receiving it, and include your order number, a description, and photos or
a short video if available — it helps us sort it out faster. Where a claim is
confirmed, we'll arrange a replacement or, if that isn't possible, a refund.

A FEW THINGS TO NOTE
Because each item is custom-made, small natural variations in color, print, finish
and detail are part of its character rather than faults. Delivery timeframes are
estimates, and once your order is on its way, timing is in the carrier's hands — as
are any local customs or import charges, which fall to the recipient where they
apply.

HERE TO HELP
If anything's ever unclear or not quite right, please email us first at
support@spookspook.com — a real person reads every message, and we'll almost always
sort it out faster together than any dispute could. We keep clear records of every
order so we can help resolve any question quickly and fairly.