Refund 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, unworn or unused, with tags, and in its original packaging - we need to be able to resell the item to be eligible for a return unless the product is faulty.
You’ll also need the receipt, order number or proof of purchase.
Submit a return request
There are 2 ways to submit a return.
a. With an account: If you have an account set up with USTUDIO Design please follow the instructions below.
Log in to your account. You can log in to your account from site footer, from the homepage icon or by clicking the link here >
1. In the email field, enter your email address, and then click Continue.
2. We will then send you an email to log in. Open the email sent from our store and copy the six-digit verification code included in the email.
3. Return to the ustudio.design and enter a six-digit verification code.
4. Select the order that you want to submit the return for.
5. If your order has more than one item, then select the items that you want to return.
6. Select a return reason and add a note for the store.
7. Click Request return.
If your return request is approved and requires shipping, then you receive an email with shipping instructions. After the product is received back by us, we will issue a refund.
b. Without an account : If you did not set up an account prior to ordering you must contact us via our contact page (contact page >)
You will need to quote your order number and reason for return in the message. If your return is accepted, we’ll send instructions on how and where to send your package.
Note: Items sent back to us without first requesting a return via the form will incur a £10 restocking fee.
Once a return has been authorised we will send you instructions for returning the item. Please ensure the item is well packaged so as to arrive with USTUDIO in re-sellable condition.
Costs
The cost of postage will be deducted from any refund issued. Our standard return cost is between £3 - £5 per parcel but this may vary according to weight (we will let the customer know if there is likely to be a higher return cost.)
If the item is damaged in transit or faulty on arrival then we will not expect the customer to pay for any return.
You can always contact us with any questions about returns via our contact page.
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.
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 personalized items), and personal care goods if opened (such as beauty products). Please get in touch if you have questions or concerns about your specific item.
Exchanges
To make an exchange, you will need to order the replacement item as a new order which we will process as a separate order to the original. When you return the unwanted item we will refund the original order. You do not have to wait for the return to be refunded before triggering the exchange, but may wish to wait for the money to be returned before placing the new order.
Refunds
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. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Please note, that if a customer refuses the acceptance of goods from our nominated courier for any reason other than clear and obvious damage to the box or shipping container or product, or does not provide the correct information necessary for delivery of goods and subsequently the products are returned to us, we reserve the right to charge a discretionary restocking fee of up to £10 per item.