Refund policy
Return / Refund / Exchange
We are a small artisan business and we take immense pride in getting things right the first time. If you are unhappy with your order please reach out to us on studio82.shop@gmail.com . to discuss your options.
Under UK law, online shoppers have a legal right to cooling-off period within 14 days of receiving goods ordered, and another 14 days to return them, giving a total of 28 days to return.
Customers claiming refunds via their payment providers without contacting us first, not returning their items for refund/exchange or claiming undelivered goods where the proof of delivery exists will not be eligible to purchase anything else from us, permanently.
We photograph each order before packing, during packing and after it's boxes and sealed, and we track delivery via our dedicated courier services. Each delivery requires a photo proof and a signature on hand-over.
If the external box or other packaging looks damaged on receipt - please do not accept it - let the courier know to take it back and contact us immediately on studio82.shop@gmail.com .
To be eligible for a return under UK law, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
If your item is damaged you must provide photo evidence of the damages and the original packaging and return the item in its original packaging.
Returns / exchanges we accept:
- Home decor
- Candles
- Non-customised, off-the-shelf items
Items not eligible for return and refund:
- Fully customised orders
- Sale items
- Sample sale items
- Engraved / stamped / heat-pressed and other personalised orders with your specifications/designs
- Gifting cards
- Downloadable files - digital renders, photographs, templates, guides
- Custom canvas and commissions
To start a return, please contact us within maximum of 24hrs of receiving your order, including photo evidence and proof of purchase on studio82.shop@gmail.com . You may need to cover return postage.
Please note that returns will need to be sent to the following address: Unit 9, The Open Market, Marshalls Row, Brighton, BN1 4JU
If your return is accepted, and the postage is on us we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Customers claiming refunds via their pay providers and without contacting us to return or exchange their items, will not be eligible to purchase anything else from us, permanently.
Damages and issues
Please inspect your order upon reception and 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 for you.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. Exemptions apply as above.
Refunds Process
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at studio82.shop@gmail.com .