Refund and Returns Policy

Overview

Non-personalized items may be returned within 14 days of delivery. Items must be unused and in their original condition, and the cost of return shipping is the responsibility of the buyer.

Personalized and custom items are final sale and cannot be returned or exchanged, because they are made specifically for you.

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

There are certain situations where only partial refunds may be granted:

• Any item not in its original condition, is damaged, or is missing parts for reasons not due to our error.

• Any item that is returned more than 14 days after delivery.

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 your refund is approved, it will be processed and credited back to the card you paid with. How quickly it shows up is down to your bank.

Late or missing refunds (if applicable)

Refunds go back to the card you paid with, on your bank’s schedule — usually a few business days.

If it has been more than 10 business days since your approval email, call the number on the back of your card; a pending refund is visible to them before it reaches your balance. Still nothing? Email audra@audrasstudio.com with your order number and I will send the Square refund reference to trace.

Sale items

Only regular-priced items may be refunded. All sales of discounted or sale items are final and cannot be refunded.

Exchanges (Damage in Shipping Only)

We only offer exchanges for items that arrive defective or damaged due to shipping.

If you need to request an exchange for an item damaged in shipping, please contact us immediately at audra@audrasstudio.com

Photographs of the damage must be taken as soon as you open the package, and must show both the damaged item and the box and packing materials it arrived in. Please email them to audra@audrasstudio.com within 5 days of delivery. Packaging photos are required, since a shipping claim is based on them. Keep all original packaging until your claim is resolved, and please do not send the item back until I have sent you instructions.

Shipping returns

To return an approved product, you will be responsible for paying for your own shipping costs. Shipping costs for returns are non-refundable.

Important: Please do not mail any product back until you have contacted us at audra@audrasstudio.com and received specific return instructions. Unauthorized returns may not be accepted or refunded.

Depending on where you live, the time it may take for any approved exchanged product (due to shipping damage) to reach you may vary.

If you are returning more expensive items, we highly recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item without tracking.