Refund policy

Return and Refund Policy

At Heimwee Studio, customer satisfaction is our top priority. We understand that sometimes things don’t go as expected, and we are here to help. Please read our return and refund policy carefully.

Returns

Eligibility for Returns:

  • As our products are made specifically for you when you place an order, we only accept returns for defective or damaged items.
  • To be eligible for a return, your item must be unused and in the same condition that you received it.
  • Items must be returned in the original packaging.

Non-returnable Items:

  • Gift cards
  • Customized products unless they are defective or damaged

Return Process

Step-by-Step Guide:

  1. Contact Us:
    • Email us at contact@heimweestudio.com within 10 days of receiving your order. Include your order number, a description of the issue, and photos of the defective or damaged item.
  2. Approval:
    • Our customer service team will review your request and, if approved, provide you with instructions on how to return the item.
  3. Shipping:
    • Once your return is approved, ship the item back to us. You will be responsible for paying the shipping costs for returning your item unless the return.
    • We recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.

Refunds

Eligibility for Refunds:

  • Refunds are only granted for defective or damaged items.
  • If you are approved for a return, we will notify you once we’ve received and inspected your returned item.

Process:

  1. Inspection:
    • Upon receiving your returned item, we will inspect it and notify you of the approval or rejection of your refund.
  2. Refund Approval:
    • If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 5-10 business days.
  3. Partial Refunds:
    • Partial refunds may be granted at our discretion for items that are not in their original condition, are damaged, or are missing parts for reasons not due to our error.

Late or Missing Refunds:

  • If you haven’t received a refund yet, first check your bank account again.
  • Then contact your credit card company; it may take some time before your refund is officially posted.
  • Next, contact your bank. There is often some processing time before a refund is posted.
  • If you’ve done all of this and you still have not received your refund yet, please contact us at contact@heimweestudio.com.

Incorrect Size or Fit:

  • As our products are made to order, we do not offer exchanges or refunds for incorrect sizes or fits. Please refer to our size guide, which is available on all product pages, before placing your order.

Gifts

  • If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received and approved, a gift certificate will be mailed to you.

Contact Us

If you have any questions or concerns about our return and refund policy, please contact us:

Thank you for shopping with Heimwee Studio. We appreciate your understanding and cooperation.