refund policy
We hope you love your purchase, but if you wish to return an item, please contact us at shop@studiothie.com to request a return or use the self-service returns portal within your account. Items must be sent back within 14 days of receiving.
Most of our products are handmade, and therefore, each piece may vary slightly from each other and the website images.
Should an item arrive damaged or faulty, please notify us within 72 hours of receiving your order, and we will endeavour to replace it as quickly as possible.
To be eligible for a return, your item must be in the same condition that you received it, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Items sent back to us without first requesting a return will not be accepted.
Damages and issues
Please inspect your order upon receipt 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.
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).
Unfortunately, we cannot accept returns on sale items.
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, with tags, and in its original packaging.
Refunds
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 shop@studiothie.com.
When returning a package you are responsible for the return postage and can choose the postal service you prefer. In cases where the item(s) delivered are wrong or faulty we offer free return postage and will send you a prepaid label. Note that it is the customer who is responsible for ensuring the goods are returned in the same condition as when leaving us and we recommend using a trackable service.
On receipt and upon checking the of the returned item(s), your refund will be credited to the payment method used to make the original purchase within 10 business days. Please note that 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 received your return, please contact us at shop@studiothie.com.
Regrettably, any delivery costs will not be refunded.
No liability can be accepted by The Conscious / studio THIE for the return of goods damaged or lost in transport.