Refund policy
Returns & Exchanges
At Studio Earth, each piece is crafted and packed with care. Our collections are produced in small batches and inspected before they leave our studio. In the rare event that something reaches you damaged or with a manufacturing issue, we will of course make it right. As most of our products are fragile and made-to-order in limited quantities, we do not offer returns or exchanges for change of mind.
1. Eligibility for Exchange
Your order may be eligible for an exchange only in the following cases:
• The product has a clear manufacturing or quality defect, or
• The product has been delivered broken or damaged in transit. In these cases, please take clear photographs of:
• the product, and
• the outer and inner packaging as soon as you open your parcel. The following are not eligible for return or exchange:
• Homeware products without a quality / manufacturing defect
• Products purchased during sale or at discounted pricing
• Accessories
• Customised pieces or special / bulk orders
• International orders
• Gifts purchased online
2. How to Request an Exchange
If your order meets the criteria above, please contact us within 3 days of delivery via:
• Phone / WhatsApp: +971 52 238 1489 (Monday–Saturday, 10:00 am–5:00 pm)
• Email: support@shopstudioearth.com For damage / quality issues, kindly share:
• Your order number
• Date of purchase
• Delivery address
• Clear images of the issue and the packaging
Our customer care team will review your request and respond within 2 working days.
3. What Happens Next
If an exchange is approved for a defective or damaged item:
1. Please repack the product in its original packaging, including:
o Invoice
o Labels / tags
o Authenticity cards
o Boxes, inserts and any other elements that were part of the purchase
2. We will arrange a reverse pick-up from the address on your invoice at no additional cost.
3. Once the piece reaches our warehouse, it will undergo a quality inspection.
o If it passes inspection, a replacement piece will be dispatched to you within our standard shipping timelines.
o In the rare situation that a replacement is not available (for example, a soldout
or limited-edition piece), we will issue a credit note for the full value of the damaged item.
4. Credit notes may be redeemed for future purchases on our website and, where applicable, at Studio Earth partner pop-ups or events as indicated on the credit note. All credit notes are valid for six months from the date of issue.
4. General Terms & Conditions
• Once an order is confirmed, it cannot be cancelled or amended.
• Products purchased during sale / promotional events are not eligible for return or exchange.
• Products bought online cannot be exchanged or returned in physical locations / pop-ups, and vice versa.
• No refunds will be processed if:
o An incorrect or incomplete address has been provided by the customer,
o Our delivery partner has made three unsuccessful delivery attempts, or
o The shipment is refused by the recipient.
• For international shipments, no refund will be processed if the recipient refuses to pay customs / duties required by the destination country and does not collect the order.
On delivery:
• Please ensure that the parcel you receive has not been opened or tampered with before signing for it.
• If the package appears damaged, please:
o Note “Received Damaged” on the courier’s delivery slip, and
o Retain all original packaging, price tags, labels and invoices until our team has reviewed the case.
Policy updates:
• Our returns and exchange policy may be updated from time to time without prior notice. In the event of any discrepancy, the most recent Terms & Conditions published on this site will apply.
