Returns & Refunds

I hope you love your order! However, if something isn't quite right, here's how returns work. ♡

Returns & Your Right of Withdrawal

You have 14 days after receiving your order to let me know you'd like to return it, without giving a reason. This is also known as the right of withdrawal or cooling-off period.

The period starts the day after you, or someone you've chosen to receive the parcel other than the carrier, receives your goods. If items from one order arrive separately, it starts the day after the last item arrives.

After notifying me, you have another 14 days to send the items back. Sending them within that period is enough; they don't need to have arrived back with me by then.

Sale and clearance items have the same return rights as regularly priced items, unless a specific legal exception below applies.

How to Start a Return

You can start a return through your customer account, or email info@studiostellae.nl with a clear message that you'd like to withdraw from your purchase. Please include your name, order number or other details that help me find your order, and which items you'd like to return.

You can also use the withdrawal form at the bottom of this page, but you don't have to. You don't need to create an account or wait for my approval to exercise your right of withdrawal.

Please keep proof that you sent your request and returned your parcel.

Preparing Your Return

You're welcome to open the packaging and inspect your items as you reasonably would in a shop. Please handle them carefully and use the original packaging where possible, or another suitable protective package.

If an item loses value because it has been handled beyond what is necessary to check its nature, characteristics and functioning, I may deduct that loss of value from your refund. For example, applying a sticker to a surface goes beyond inspecting it. I'll explain any deduction to you.

Opening the packaging to inspect your order does not automatically remove your right to return it.

Return Shipping

You are responsible for the direct cost of return shipping when returning an order because you've changed your mind.

If an item arrived damaged, is defective, or you received the wrong product, I'll cover the necessary return shipping costs. Please contact me so I can help arrange the return.

Returns should be sent to:

Studio Stellae
Weverstraat 16
6811 EL Arnhem
The Netherlands

Refunds

I'll refund you without undue delay and within 14 days of receiving your withdrawal notice. For returned goods, I may wait until I've received the items back or you've provided evidence that you've sent them back, whichever happens first.

If you return your entire order, your refund includes the original delivery charge up to the cost of the cheapest standard delivery option I offered. Any additional amount paid for a premium or express delivery upgrade isn't refundable under the cooling-off policy.

If you return only part of your order, the original delivery charge generally won't be refunded.

Refunds are made to your original payment method, unless we expressly agree otherwise, without any refund fee. I'll let you know when your refund has been issued. Your bank or payment provider may take a little extra time to display it in your account.

Damaged, Defective or Incorrect Items

Something arrived wrong or isn't as it should be? Please email info@studiostellae.nl as soon as you notice the problem. Include your order details and, where possible, photos to help me understand what's happened.

I'll help arrange an appropriate solution, such as a replacement, repair or refund, in accordance with your legal rights.

Your statutory rights for faulty or incorrect goods are separate from the cooling-off period. They don't expire seven days after delivery or when the return window closes.

Exceptions to the Cooling-Off Period

The right to return an item simply because you've changed your mind does not apply to:

• Goods made to your specifications or clearly personalised for you. An item isn't excluded just because it's handmade or produced after you order it.
• Digital content supplied without a physical medium, but only once supply has begun with your prior express consent and acknowledgement that this ends your right of withdrawal, and you have received confirmation of that agreement in a form you can save, such as email.

Any applicable exception will be explained before you purchase. These exceptions do not remove your statutory rights if an item is faulty or doesn't match its description.

Exchanges

The easiest way to exchange an eligible item is to arrange a return and place a new order for the item you'd like instead. If you're unsure what to do, you're always welcome to email me first.

Order Cancellations

Changed your mind before your order arrives? Please contact me as soon as possible. If it hasn't shipped yet, I'll do my best to stop it from being dispatched.

If it's already on its way, I may not be able to stop delivery, but you can still notify me that you're exercising your right of withdrawal. The return process and any applicable exceptions above still apply.

Withdrawal Form

You can copy this form into an email or send it by post if you'd like to withdraw from your purchase. Using this form is optional.

To: Studio Stellae, Weverstraat 16, 6811 EL Arnhem, The Netherlands. Email: info@studiostellae.nl

I/We hereby give notice that I/we withdraw from my/our contract of sale of the following goods:

• Goods:
• Ordered on / received on:
• Name of consumer(s):
• Address of consumer(s):
• Order number (optional):
• Signature of consumer(s), only if this form is sent on paper:
• Date:

Please delete whichever wording does not apply.

Questions?

If you have any questions about returns, refunds or your order, please don't hesitate to contact me at info@studiostellae.nl. I'm always happy to help! 💌

Nothing in this policy limits your mandatory consumer rights under applicable law.