Every SS Luxury Studio creation is carefully inspected and packed before dispatch. If something isn't right when your order reaches you, we're here to help.
Returns, replacements or refunds are considered where a product arrives damaged or defective, or where you receive an incorrect product.
Please contact us if the product delivered to you is:
• Damaged during delivery
• Defective
• Different from the product ordered
We will review the issue and provide an appropriate resolution in accordance with this policy and applicable law.
If you receive a damaged, defective or incorrect product, please contact us within 48 hours of delivery.
Providing the information promptly helps us understand what happened and resolve the matter as quickly as possible.
When contacting us, please provide your order number along with clear photographs showing the issue.
We may also request photographs of the packaging, shipping label or other relevant details where reasonably necessary to review the claim.
Please retain the product and its packaging until the issue has been resolved.
SS Luxury Studio products are handcrafted, and many pieces are individually created using resin, pigments, flowers, decorative elements and other materials.
Small variations in colour, pattern, placement, texture, bubbles or finish can naturally occur in handmade resin work. Such minor variations are part of the individual character of a handcrafted piece and are not necessarily defects.
We do not ordinarily accept returns or exchanges simply because a customer changes their mind, no longer wants the product, or prefers a different design after the correct product has been delivered in satisfactory condition.
We therefore encourage you to review the product details carefully before placing your order.
Personalised and custom-made products are created specifically for you based on the details, photographs, names, colours or other personalisation supplied or approved for your order.
For this reason, personalised products cannot ordinarily be returned or exchanged for change of mind.
However, if a personalised product arrives damaged or defective, or we have supplied something materially different from the agreed order, please contact us within the reporting period so we can review it.
Once an eligible issue has been reviewed and accepted, we may offer an appropriate remedy depending on the circumstances, including a replacement or refund.
Where a replacement is appropriate, handcrafted or personalised items may require additional production time before the replacement can be dispatched.
Where a refund is approved, it will normally be processed back through the original payment method, where technically available.
After a refund has been initiated, the time taken for the amount to appear in your account may depend on your bank, card issuer or payment service provider.
Please do not send a product back to us without first contacting SS Luxury Studio.
If a return is required as part of an accepted claim, we will communicate the applicable return instructions to you.
This helps ensure that the return can be correctly identified and handled.
Nothing in this policy is intended to exclude or limit any rights or remedies available to you under applicable consumer protection law.
If you believe there is a problem with your order, please contact us and we will work with you to review the matter.
Send us your order number and details of the issue within 48 hours of delivery. Where applicable, please keep photographs of the product and packaging ready.