FAQs

Find answers to frequently asked questions about our company and products below.

Tap for answers

What is the return policy?

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it and unused. We offer free return shipping and do not charge any restocking fees.

Read the full return policy.

How do I start a return?

CLICK TO LOGIN TO YOUR ACCOUNT

1. Log in to your account:

  • In the Email field, enter your email address, and then click Continue.
  • Open your email account that you used, and open the email sent from our store and copy the six-digit verification code included in the email.
  • Go back to the online store, and then enter a six-digit verification code.

2. Click the order that you want to submit the return for.

3. If your order has more than one item, then select the items that you want to return.

4. Select a return reason and add a note for the store.

5. Click Request return.

How do I check the status of my order?

Use any of these ways to check the status of your order:

  • Sign in to your account.
  • Use the chat feature on the website, 'Instant Answers: Track my order'. Provide your order number and email.
  • Reference the email sent from hillary@creative-laine.com that provided your shipping and tracking information.

What are the shipping options?

Domestic Shipping Rates and Estimates

We offer free economy shipping within the continental United States. If you would like faster shipping options, those are available and calculated at checkout.

International Shipping

We offer international shipping to countries that are available through USPS, UPS, or Fedex. You may visit your selected shipper's website for more details.

Shipping charges for your order will be calculated and displayed at checkout.

Read detailed shipping policy.

What are the international taxes, duties, etc., that I have to pay?

Your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country. Creative Laine is not responsible for these charges if they are applied and are your responsibility as the customer.

When will I receive my order?

All orders are processed within 2 to 5 business days (excluding weekends and holidays) after receiving your order confirmation email. Shipping time will depend on what type of option you selected. Timing estimates are provided at check-out and include shipping & processing time.

Read the detailed shipping policy.

What do I do if I never received my order?

If you haven’t received your order within 5 days of receiving your shipping confirmation email, please contact us at hillary@creative-laine.com with your name and order number, and we will look into it for you.

What do I do if I received a defective order?

Contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. You have a 14-day timeframe to submit a return.

How do I make changes to an order I’ve already placed?

All orders are processed within 2 to 5 business days (excluding weekends and holidays) after receiving your order confirmation email. Please contact us at hillary@creative-laine.com within this timeframe to adjust your order before it is shipped.

If it has already shipped it will be processed as a return.

NOTE: All gifcards and digital products are not eligible for a return or refund.

Please read the detailed return policy.

Where are you located?

We are an online store, however our business' shipping address is #1044
1283 Arsenal St #16, Watertown, NY 13601, United States.

How is the product made?

Our products are handmade by the store owner, Hillary Johnston. Learn more about Creative Laine.

Where do the materials come from?

Journal paper is sourced from online paper vendors.

Some of our journals and collage materials are from vintage and used books. We research the books to the best of our ability to make sure they do not hold any significant historical or literary importance before repurposing them. We strive to breath new live into vintage items that have already been used to the full in their current form.

We source journal cover fabric from local quilt shops and fabric stores.

Journals are made with acid-free glue and products to aide in the longevity of your product.

How do I contact your company if my question isn’t answered here?

Contact us through the following methods:

Electronic methods will be answered within 24-48 hours.

Is my contact information secure?

View our detailed privacy policies for more information.

Detailed Privacy Policies:

Should you have any questions about our privacy practices or these Privacy Policies, or if you would like to exercise any of the rights available to you, please email us at hillary@creative-laine.com.