Our Refund Policy
Order Cancellations and Refunds
Something came up and I need to change/cancel my order. Would that be possible?
If you need toĀ modify or cancel your order, email us atĀ hello@themuttstudio.comĀ as soon as possible. While we'll do our best to help, please note that we can't guarantee changes due to ourĀ speedy processing. Thanks for your understanding!
NOTE: Please note that for custom products, modification requests, edits, or cancellations can only be made within the first hour of placing your order. After this timeframe, our designers will have begun the customization process, and adjustments cannot be made.
My order has arrived but the product I received is damaged, what can I do?
If the item you received arrived damaged, don't worry,Ā we've got you covered!Ā Just send us an email atĀ hello@themuttstudio.comĀ with a photo of the item you received and your order number, and we'll take care of it for you.
Please note, refund requests can only be considered if you contact us within the initial 30 days after receiving your order.
My package got lost, can you please help me?
We are sad to hear aboutĀ lost or stolen packages, but unfortunately, we can't be responsible for them once they're confirmed as having been delivered to the address you provided.
However, we're happy to help you investigate! Just reach out to us and we'll confirm the delivery address, date, tracking information, and shipping carrier so you can take the next steps.
What if I mistakenly provided the wrong shipping address and my order was returned?
If your order was returned or didn't make it to its destination because of anĀ incomplete or incorrect address, unfortunately, we can't issue a refund. For this reason, if you realize that you gave us the wrong address, please send us an email atĀ hello@themuttstudio.comĀ as soon as possible so we can correct it before your order ships.
Please remember toĀ double-check your addressĀ before placing your order to avoid any potential issues and ensure a smooth delivery process.
Custom Products
I want to edit/cancel my order. Would that be possible?
For custom products, modification requests, edits, or cancellations can only be made within the first hour of placing your order.Ā
After this timeframe, our designers will have begun the customization process, and adjustments cannot be made. If you would still like to get a refund, and your order hasnāt been produced yet, a partial refund may be issued for half the value of your order.
Unfortunately, refunds cannot be issued for orders that have already been produced or include digital products delivered via email.
If youād like to change your photo after our designers have started to work on your order, a fee of $12 will be applicable.
I havenāt received any emails from you after placing my order. What should I do?
Please make sure the email associated with your order is correct and valid. Design approval is essential to kickstart the production of your order. If you haven't received an email after 7 business days of purchase, please check your spam folder and contact us.
If you don't hear back within 48 hours, it's possible that emails are bouncing back. If this is the case, please reach out to us using a different email address so we can send you your design for approval asap!
I got my order but would like to return it. Is that possible?
Given the unique, handmade nature of our customized items, we are unable to facilitate returns or issue refunds, except in cases where the item arrives damaged.
We offer unlimited revisions and only ship your order once you've given your approval. This way we ensure that youāre 100% happy with your purchase!
Other Products
I'm not satisfied and would like to get a refund, how can I go about this?
We want you to be happy with your purchase, but if it's not working out, no worries! Just send theĀ item(s) back within 30 days of receiving your orderĀ to get a refund.
Once we get the package and itĀ is inspected by our team, your refund will be processed and the amount you paid will be automatically creditedĀ to your original method of payment, in 1-5 business days. Just remember, the item(s) must beĀ unused and inĀ its original condition.
NOTE:Ā Shipping and transaction fees are non-refundable.
CUSTOM PRODUCTS: Please note that, given the unique, handmade nature of our customized items, we are unable to facilitate returns or issue refunds, except in cases where the item arrives damaged. For more detailed information, please review our 'Custom Products' section above.
What about the shipping costs?
If you decide to return an item, please note that you'll need to cover the shipping costs and that these are non-refundable. Oh, and make sure to useĀ a trackable shipping methodĀ - we won't be able to process your refund if you don't!
Need more help or have any other questions?
Don't hesitate to reach out to us via email! You can contact us anytime atĀ hello@themuttstudio.com.Ā We're always happy to assist you in any way we can!