Requests for refund, return, or exchange must be made within 48 hours of delivery. After 48 hours we are unable to offer a refund or exchange under any circumstance.
All claims for damaged, defective, or missing items must include a clear unboxing video as proof. Claims submitted without an unboxing video cannot be processed.
What Cannot Be Returned
We do not accept returns for the following reasons:
- Change of mind after placing the order
- Incorrect color preference after seeing the product in person
- Any item that has been used or is not in its original condition
- Any item returned more than 48 hours after delivery
Damaged or Defective Items
If your order arrives damaged or with a print defect, we will replace it at no cost to you. To claim a replacement:
- Email us at hello@spoolstudio.com within 48 hours of delivery
- Include your order number, a clear unboxing video, and 2 to 3 photos of the damage or defect
- We will review your claim and respond within 2 business days
- If approved, your replacement will be printed and dispatched within 3 to 5 business days
We only replace items with the same product. We do not offer a different product as an exchange.
Lost in Transit
If your order has not been delivered within 15 business days of the shipping date, contact us at hello@spoolstudio.com with your order number. We will raise an investigation with the courier on your behalf. If the order is confirmed lost, we will reship or issue a full refund at your preference.
Cancellations
Orders can only be cancelled within 12 hours of placement. To cancel, email hello@spoolstudio.com immediately with your order number in the subject line. We cannot cancel orders once order is shipped has begun.
Refunds
Once your claim is reviewed and approved, your refund will be processed back to the original payment method. Refunds typically appear within 5 to 7 business days depending on your bank or card provider.
If you have not received your refund after 7 business days, please follow these steps before contacting us:
- Check your bank account or card statement again
- Contact your card company as it may take a few days for the credit to be officially posted
- Contact your bank directly as there is sometimes additional processing time on their end
If you have done all of the above and still have not received your refund, email us at hello@spoolstudio.com and we will look into it.
Need Help?
For any questions related to returns, refunds, or exchanges, email us at hello@spoolstudio.com with your order number and a description of the issue. We aim to respond to all queries within 1 business day.