Tell us what happened
Email [email protected] with your reference, the affected piece, a description and useful photographs if available. For shipping damage, keep the packaging while we review the issue. Contact us as soon as reasonably possible. Inability to provide photos or original packaging does not automatically remove your rights.
What we review
We compare the order with the approved design, personalization, materials and fulfillment details. We may ask for additional information or arrange an inspection or return. Do not send an item without instructions or attempt a repair that could make assessment harder.
A suitable resolution
Depending on the issue and applicable rights, we may arrange repair, replacement, the missing item or a refund. Where we confirm a studio error, defect or shipping-damage claim that is our responsibility, we cover reasonable agreed return or replacement shipping costs. We will explain the proposed resolution before you incur costs.
Follow-up and escalation
Reply to the same email thread so the details stay together. If the issue remains unresolved, ask for a review by the Studio Owner. This process does not prevent you from exercising consumer rights or contacting an appropriate regulator or payment provider.
Need a hand? Contact the studio with your order reference.