Delivery, Returns and Refunds Policy
At Studio 198 Ltd, we aim to provide you with the best possible shopping experience. This policy outlines our guidelines for returns and refunds, so you can make informed decisions with confidence. Please read this policy carefully before making a purchase from us.
Deliveries to the UNITED KINGDOM:
Delivery to most areas of the UK is FREE on orders over £200 and costs £7.50 for orders under £200, except for products from Sahco & Kvadrat. Delivery charges for Sahco and Kvadrat products are £25 for orders under £250.
Delivery lead times vary by item/brand but typically range from 3 to 20 working days in the UK. For specific timescale information, please email us at firstname.lastname@example.org.
For most items, a signature will be required upon delivery. Sample deliveries, however, do not require a signature.
Samples are Non-Refundable & Non-Returnable. All samples are delivered using Royal Mail. While we do not take responsibility if the samples are lost or damaged, if you provide us with proof of damaged items, we can send you a replacement.
Please note that samples are intended solely for color matching and should not be used for resale or product creation. If we find that samples are used for commercial purposes, we reserve the right to cancel your order.
Samples from different brands may be delivered separately. If we do not have a sample in stock, it may take up to 3 weeks for delivery.
Please be aware that a limit of 10 samples per customer applies, and we reserve the right to cancel your order if you request more than 10 samples.
Delivery timescales outside of the UK:
Delivery lead times for international orders vary by item and typically range from 16 to 30 working days. Specific timescale information is available on each product page or by contacting us at email@example.com.
Please note that our prices do not include any import tax (outside the UK). It is the customer's responsibility to pay any local taxes.
You can find the returns conditions for all products on individual product pages.
Due to the bespoke nature of our products, we are unable to issue refunds on items that have been cut for you, all made-to-measure items, and wallpapers that have been printed to order. We cannot accept returns due to incorrect measurements supplied to us.
We are unable to accept returns of part orders of wallpaper. We always recommend ordering samples of fabrics and wallpapers before placing an order.
Returnable items must be returned within 14 days of delivery. Items must be returned undamaged and in their original packaging. Wallpaper orders may only be returned as complete orders, and the customer is responsible for the return shipping costs.
Please inspect your items upon receipt. For fabrics and wallpapers, please check your satisfaction before cutting or hanging. If your order arrives damaged or faulty, please notify us within 48 hours of delivery.
If the package appears damaged upon delivery, please do not accept it from the delivery company.
Cancel or Amend Order:
If you'd like to cancel or make any amendments to your order, please notify us within 4 hours of ordering for a full refund. Our office hours are Monday to Friday, 9.30 am till 5.00 pm.
Complete orders of wallpaper may be returned, except when made to order or specified on the specif product. We cannot accept returns of leftover rolls or parts of an order.
Fabrics are non-returnable.
Our usual exchange and refund policy does not apply to personalized or made-to-measure products, which cannot be returned or exchanged unless faulty or not as described. This does not affect your statutory rights.
In the event that you opt for a return of the goods due to reasons such as unwillingness to cover your local taxes or product dissatisfaction, please note that a restocking/handling fee of 50% will apply. This policy emphasizes the importance of considering a sample order before making a full product purchase, as we consistently recommend.
In the unlikely scenario of a human error occurring, we strongly advise clients to promptly notify us within 7 days. This enables us to expedite the resolution process. Failure to inform us within this timeframe may result in our inability to assume responsibility, specifically after 14 days from the delivery of the goods.
International Orders and Local Charges:
- i) For international orders, customers are responsible for paying any local charges, including but not limited to Value Added Tax (VAT), import duties, and customs fees imposed by their respective countries.
- ii) If an international buyer refuses to pay their local charges, resulting in the return of the ordered item(s) to Studio 198 Ltd, the following conditions apply:
iii) Studio 198 Ltd reserves the right to charge the customer for the return shipping and handling fees associated with the returned item(s).
- iv) In addition to return fees, a 50% restocking fee will be applied to the total cost of the returned item(s).
- v) Studio 198 Ltd will make reasonable efforts to communicate with the customer regarding the return and associated charges. However, if the customer does not respond or refuses to accept responsibility for the return fees and restocking fee, Studio 198 Ltd may take appropriate actions to recover these costs.
This policy aims to provide clarity and transparency in your shopping experience with Studio 198 Ltd. We value your satisfaction and are here to assist you with any questions or concerns. If you have any inquiries or require further assistance, please do not hesitate to contact us.