All product descriptions and illustrations shown on our website are provided in good faith but are for illustrative purposes only. We try to display the colour of our products accurately, but we cannot guarantee that a device’s display of the colours accurately reflects the colour of our products. You acknowledge that a number of our products are created using natural and experimental materials, please expect these living colours to age and change a little over time. 

We reserve the right to stop selling a product at any time and for any reason.

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Returns policies

We hope you will love your Studio Kühü order, but if you are unhappy with our products for any reason, unless they are sale items bespoke or personalised orders, they can be returned for exchange or refund provided that the following guidelines are observed.

For most products bought online you have a legal right to change your mind within 14 days of receipt of the product and receive a refund. You do not have a right to change your mind in respect of products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them.

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Cancellations

Once we have accepted payment for an order, cancellation of the order is only possible before the item has been dispatched. 

Unfortunately, we aren't able to refund due to change of mind, but we will happily exchange or issue you with a gift voucher to use at a later date. 

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Online Returns

Please contact us to authorise your return within 14 days of receipt of goods. You can contact us by email on contact@studiokuhu.com - please quote your order number and the reason for return.

Our return policy allows a full refund minus the postage.  To be eligible for a return, your item must be unused and in the same condition you received it, with no traces of make-up or perfume, and with the tag attached. It must be returned with the original packaging and any accessories and accompanied by an email order confirmation or online despatch note. Goods without an email order confirmation or email confirming the notification for return cannot be returned. 

The customer is responsible for return shipping costs via postal tracking and supply the a tracking number. 

 If 14 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.

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Faulty goods

Please note, returns of faulty items will only be accepted if the goods were faulty when delivered. We at Studio Kühü take every effort to check your purchase thoroughly for any faults before dispatching. 

All items returned as faulty will be inspected upon receipt, and any items deemed to be subject to fair wear and tear would not be accepted as faulty. Similarly, we cannot accept responsibility for garments that have been damaged during washing if our wash instructions have not been followed. 

If you wish to receive a replacement, please make your request clear when contacting us about the fault.

If we cannot offer you a replacement, you will have the choice of receiving a credit note or a refund to your card to the value of the item at the time of purchase. Please note that refunds can take up to 30 days and are subject to regulations.

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Bespoke or Commissioned Items

Please note that we are not able to refund or exchange personalised items. All sales of items that have been bespoke are final. Unless the item is faulty, no exchange, credit note, or refund will be offered, and the conditions set out above will not apply.

 

FQ

Can I refuse to pay the customs and duties I am being charged?

Yes. The fees are charged and payable locally depending upon the shipment value.

These fees are subject to local/country customs laws. If left unpaid or you refuse the shipment then your order will be returned to Studio Kühü and processed as a return, as we currently do not have the facilities to reship your order.

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Are customs and duties included in the shipping fee?

We currently do not offer pre-paid duties and taxes so please be aware that shipping from Europe to your shipping destination could incur customs charges. 

As we don't have control over these charges we are unable to advise what the cost may be.  

We are working to improve this service as soon as possible.

 

How long will shipping take?

We offer one standard shipping option for all of our deliveries. Shipping times differ by destination*:

—UK & Ireland within 3-5 business days
—Rest of the World 5-10 business days
As soon as your order leaves our Studio you will be updated throughout its journey. You will also receive a shipping confirmation email including your tracking number.

Studio Kühü cannot be held liable for any parcels that are lost or stolen as a result of any specific delivery instructions left for the courier. 

We aim to meet these delivery times but please note that these are an estimate and are not guaranteed.

 

Do you charge for shipping?

We offer fixed standard shipping on orders as following criteria:

Dyes: UK and rest of the World orders £4.75 fixed shipping fee. 

Pieces: UK £7.50 and rest of the World orders £8.75

Scarf / Shawl / Neckerchief: UK 7 and rest of the World orders £8

 

Do you offer express shipping?

Unfortunately, we currently do not offer any express shipping. We are working towards offering this in the future!

We offer one standard shipping option for all of our deliveries. Shipping times differ by destination*:

—UK & Ireland within 3-5 business days
—Rest of the World 5-10 business days
 

Where do you ship from?

We ship all of our orders from the London, United Kingdom, where our studio is based.

 

What couriers do you use?

All orders are currently shipped worldwide using DHL. 

We are looking into expanding our courier options in the future! 

 

Can I redirect my order to a different shipping address?

Unfortunately, we are unable to redirect orders to a different address once they have been shipped. 

 

DHL has requested additional information from me before they can deliver my parcel, what should I do?

Occasionally DHL will require additional information such as a passport copy, or an updated contact number before they can make a delivery. 

Please respond to DHL as soon as possible, to avoid your order being returned back to us. Please note that we cannot reship orders that have been returned to our warehouse, and these orders will be processed as a return.

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