SHIPPING, REFUNDS, EXCHANGES

By using this website, you agree to the following terms and conditions. The conditions have been compiled to be fair to both parties. 


Should you not agree with any of the below mentioned conditions, we do not recommend that you use our service. 

Shipping

All orders have a 7 working day processing time before being shipped. Working days are Monday to Friday and do not include Public Holidays. Please do not stress if you have not heard from us during the processing time, we are working on getting your order ready for shipping and you will receive your tracking number as soon as possible. 

If you have an urgent order please contact us BEFORE placing your order so that we can make arrangements to get your order to you as soon as possible.

We use ONE shipping method with Fed Ex.

Fed Ex door to door

This is the fastest and most reliable available to us, we do not ship with any other company due to packages getting lost. I you find the cost of shipping too pricey, you can come collect rom our studio/get someone to collect and send through another company. Please email us amyayanda@gmail.com

!!VERY IMPORTANT!!!

Please make sure that your delivery address is an address where there will always be someone who can accept your package. In the event that the customer is unavailable to accept delivery on multiple attempts, the courier will return the package back to us. In this case, you will need to pay an additional fee to have your order shipped a second time. If the customer is unwilling to pay for shipping again, we will issue a refund, but shipping and credit card fees will be deducted from the total amount. 


LATE DELIVERY 
We use the fastest possible shipping methods available to us and generally orders are placed, processed and delivered within 7 working days. Should there be any unforeseen delays in delivery and your order is not delivered within 30 days, we will refund your order for the amount of the goods purchased, but will not refund the cost of the shipping. 


Please note that we do not process orders and Fed Ex do not deliver on the following occasions: 
1. Public Holidays 
2. Weekends 
3. 24 December - 3 January 
Please see our FAQ page for more information regarding shipping. 

Returns
Please note that we do not offer refunds, only credit. Once your item has been delivered to you, you will have exactly 24 hours to inspect your item for any damage or imperfections and notify us at shopohsoretro@gmail.com. From then, our returns policy lasts 7 days. You will have 7 days to courier the item back to us, using a trackable service. Once we receive your item, we will inspect it and either replace it or issue you a store credit. 

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To complete your return, we require a receipt or proof of purchase.

There are certain situations where only partial refunds are granted (if applicable):

1. Any item not in its original condition, is damaged or missing parts for reasons not due to our error
2. Any item that is returned more than 7 days after delivery, in which case only a 50% refund will be given. 

Shipping a Refund or Exchange
Before making a purchase, please make sure that you are ordering the correct size. Should you be unsure, please email me amyayanda@gmail.com and we will be happy to help you. 

You will be responsible for paying for your own shipping costs for exchanging an item for a different size. Shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund. We will only carry the cost of return shipping if the reason for return is due to our own error. 

If you are shipping an item back to us, you need to be using a trackable shipping service or purchasing shipping insurance. We can't guarantee that we will receive your returned item and will not refund any items that have not been delivered to us. Some shipping methods you can use: Aramex, Postnet or Post Office Speed Service. If you already have an existing account with another courier, you are welcome to use them. Please email us the tracking code so we can remain in the loop.


Exchanging Commissioned Pieces
NO EXCHANGES on commissioned pieces or made to order clothing. IE I you have ordered a handpainted cushion with something specific on, I will not beable to exchange it or something else as it has been made especially for you. If you have ordered a garment which is being made up or you especially, you will not beable to exchange.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and the balance of your refund will be transferred to you, within 7 days.

Refunds will only be given for the following reasons: 
1. We have sent the wrong item and are not able to exchange it for the correct item and the customer has no desire to exchange the item for any other item from the website.
2. We are unable to fullfill your order.
3. The item has arrived damaged or broken and we cannot replace it with a new one. 

Under no circumstances will once off commissioned items be refunded or exchanged. Shipping costs will also not be refunded once your order has been processed.

Late or missing refunds (if applicable)
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 amyayanda@gmail.com

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded or returned.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange something for a different reason, please read our FAQ section or send us an email at amyayanda@gmail.com subject line "request to exchange"

Gifts
Here's where it gets tricky.

We love that you have chosen our brand to buy your loved one a gift.

However, we can not accept any returns/issue any refunds on gifted items if it falls outside of the general returns policy UNLESS prior arrangements were made, so if you are thinking of purchasing a gift, please leave a note at checkout or email us directly so that we can discuss the extension of the returns policy.

If the item was marked as a gift when purchased and shipped directly to you, and you decide you dont like it, you’ll receive a gift credit for the value of your return. Once the returned item is received, a discount code will be emailed to you.

If the item wasn’t stated as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, no refund will be given, but the item may be exchanged, provided that it is shipped back to us within 7 days of the delivery. No gifted items will be exchanged or refunded if the 7 day period has lapsed unless a prior arrangement was made.

The easiest route regarding a git is to email us and we will issue a gift voucher amyayanda@gmail.com

 

Best

AA. Studios xx


 

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