Returns & Exchanges
We want you to be happy with your order. Please read our returns policy carefully before placing an order. This policy applies to purchases made directly from our online store.
Change-of-mind returns
You have the right to cancel your order within 14 days of receiving it, without giving a reason.
After telling us that you wish to cancel, you then have 14 days to return the item to us.
To be eligible for a change-of-mind return, the item must be returned in its original condition, unused, unworn, unwashed, undamaged and with any original packaging, tags or presentation materials included where applicable.
Please contact us before sending anything back so that we can provide return instructions.
Return postage for change-of-mind returns is the customer’s responsibility, unless the item is faulty, damaged, misdescribed or we have made an error with your order.
Once we receive the returned item, we will inspect it and process any refund due within 14 days. Refunds will be made to the original payment method. We will refund the standard delivery cost you paid for the original order, where applicable. If you chose an enhanced or express delivery option, we will only refund up to the cost of our standard delivery option.
We may reduce the refund if the item has been handled beyond what is necessary to inspect it, or if it is returned used, damaged or incomplete.
Faulty, damaged or incorrect items
Please inspect your order when it arrives and contact us as soon as possible if the item is faulty, damaged, misdescribed or if you have received the wrong item.
Please email us on customerservice@studiotalan.com with the following details:
- your order number;
- a brief description of the issue;
- clear photographs showing the fault, damage or incorrect item;
- photographs of the packaging if the parcel appears to have been damaged in transit.
We may need these images so that we can assess the issue and raise it with our production partner.
If the item is faulty, damaged, misdescribed or incorrect, we will offer an appropriate remedy in line with your legal rights. This may include a repair, replacement or refund, depending on the circumstances.
Nothing in this policy affects your statutory rights.
Made-to-order and personalised items
Some items may be printed or produced only after an order is placed. Where an item is made to your personal specification or clearly personalised for you, it may not be eligible for a change-of-mind return unless it is faulty, damaged, misdescribed or incorrect.
This does not affect your legal rights if there is a problem with the item.
Items that cannot be returned
We cannot accept returns for items that have been used, worn, washed, damaged after delivery, or returned incomplete, unless the item is faulty or your legal rights apply.
For hygiene and quality reasons, please take care when trying on or handling silk scarves and accessories. Avoid contact with perfume, make-up, lotions, jewellery, pins or anything that may mark, pull or damage the fabric.
How to start a return
To start a return, please contact us at: customerservice@studiotalan.com.
Please include your order number and the reason for your return.
Please do not send items back without contacting us first, as we may be unable to process an unauthorised return.
Return shipping
For change-of-mind returns, you are responsible for the cost of return postage.
We recommend using a tracked postal service and keeping proof of postage. We cannot be responsible for returned items that are lost in transit.
If your item is faulty, damaged, misdescribed or incorrect, we will confirm the return process with you and will cover reasonable return postage where required.
Refunds
Once your return has been received and checked, we will let you know whether the refund has been approved.
Approved refunds will be made to your original payment method. Please note that your bank or payment provider may take additional time to process the refund.
Questions
For any questions about returns, refunds or faulty items, please contact: customerservice@studiotalan.com.