WE SHIP FROM EUROPE.
Please allow 1-2 days for our team to pick and pack you order. Shipping timeframes are in addition to our processing times.
Orders will be delivered between 8am – 6pm Monday to Friday. Please ensure that someone is available at your delivery address as a signature will be requested upon delivery. If an authorised person is not able to sign for your delivery the driver will leave a card and the delivery will be returned to the nearest collection centre for you to collect.
Please note that once your order is on its way, we are unable to change the shipping address.
We do our best to ensure the timely delivery of all orders, please bear in mind that we are only provided with an estimated delivery date from our carriers. On a rare occasion, your order can arrive outside of the estimated timeframe.
*Black Friday shipping may take an extra day to be sent out due to high demand.
TRACKING YOUR ORDER
You can track your order via our shipping confirmation email. If you do not receive your tracking details, please contact our team directly.
CUSTOMS, DUTIES & IMPORT TAXES
Taxes and duties are calculated by UPS and they will send you the customs invoice to be paid before delivery. All relevant import taxes and duties will be need to be paid before you can receive your item. If not paid this will delay your delivery. Note that duties and taxes are non-refundable.
Please be aware of your country's import structure and fees/limitations. For more information on imports please see more below some FAQ's.
Your order may be subject to customs fees or taxes, which are levied once a shipment reaches your particular country.
STUDIO TIA is not responsible for any customs and taxes applied to your package by your local authorities. You will be responsible for paying these additional charges for customs clearance. We must declare all items at their full price and cannot change this amount to lower customs fees.
The amount payable depends on the country to which the order was shipped. Please contact your customs office for a specific amount and percentage breakdown.
CHANGING OR CANCELLING AN ORDER
If you need to change or cancel your order please contact our team straight away by emailing firstname.lastname@example.org.
We unfortunately cannot make any changes or cancel your order after it has left our premises. We pack and ship orders daily so cannot guarantee your requests can be made.
Pre-order items will be processed like a normal order but shipped at a later date. Date will be specified on the product page and you will receive a confirmation once your order has been shipped.
For orders that contain an in-stock item/s your order will be shipped together so you receive the whole order together. If you wish to have the other items sent to you before then please make two separate orders.
We want you to be completely satisfied with your online purchase.
If you change your mind for any reason, you are welcome to return it back to us within 15 days of receiving it. We offer refunds and store credits subject to the following conditions:
Item/s must be returned in original condition, unworn, unaltered, unwashed and with their tags attached. If merchandise is returned despite these conditions your return will be sent back to you at an additional charge;
Full-priced items are eligible for a full refund
Full-priced items are eligible for refund or store credit;
Sale items or items purchased during a flash sale/promotional event including Black Friday sale are final sale and we don't offer returns.
Item/s marked as "final sale - no returns or exchanges" cannot be returned. If merchandise is returned despite this policy, items will be sent back to you at an additional charge;
Orders placed with a promo code that discounts the order (excluding our Welcome 10% Offer) are only eligible for a store credit;
Gift Cards may not be returned;
We suggest all items are tried on as soon as they are received to ensure you are able to return items within the return’s timeframe. Store-credit notes are valid for 3 years from the date of issue.
We offer European return shipping for €20, please email email@example.com to arrange your shipping label.
Original shipping charges and duties and taxes are non-refundable and charges for returned items are the responsibility of the customer. TIA takes no responsibility for missing incoming deliveries of a return. We encourage you to return your item/s via registered or traceable postal services as return parcels remain the responsibility of the customer until received by TIA.
PROCESSING TIME FOR RETURNS
We endeavour to process refunds daily but please allow up to 3-5 business days for your return to be processed. You will receive email notification of when our team has received your return and again when it has been processed.
We sincerely apologise for any inconvenience caused by receiving a faulty garment. Please contact our Customer Care team firstname.lastname@example.org with your order number and images of the fault and we will work with you to resolve it as soon as possible.
MAKE A RETURN VIA OUR RETURNS CENTER
To return an item please fill out the returns form here at the RETURNS CENTER within 14 days of receipt. Please also ensure you have read our conditons.
We moved to 100% Bio-degradable polybags in August 2018. As these bags break down naturally, they can be placed in your compost or organics waste bin.
We also use NOISSUE 100% compostable postage bags which can be put in your compost to decompose naturally.
What happens if you refuse an order on delivery/ don't pay the Import Duties?
If the parcel is undelivered due to customer refusal to pay import duties, we are not liable. Refusal to pay import duties does not ensure that the parcel will be safely returned to us. We will only refund the purchase if and when the parcel is returned to us. The refusal process can attract returns fees, which will be deducted from the return amount. As well as this , the original shipping amount will be deducted.
Import duty or VAT more than expected?
Just like any normal return, we require prior notification via email email@example.com Courier companies do charge return fees, and they can be quite high. Any return fees, in addition to original shipping costs will be subtracted from the refund. We are only able to provide a refund once the order has been safely returned to us. Once the refusal is noted, it is the responsibility to ensure that the order is safely returned, so please continue to keep on eye on return tracking.
Where do you ship your orders from?
All EXPRESS shipping orders are sent via UPS express to the your delivery address from our EU (Romania) warehouse. Express Shipping can take up to 5 working days depending on the country of entry.
All STANDARD shipping orders are also sent with UPS to the your delivery address from our EU warehouse. Standard Shipping can take up to 10 working days depending on the country of entry - please if you need a product by a specific time then go for express shipping.
What happens if my order is undelivered?
If incase your order is undeliverable or has been attempted the maximum amount of times by the courier/post service then the parcel will get demolished and we will not be able to get refunded for this. So please keep a close eye on your tracking and make sure someone is available at your address to receive your order.
What happens if the shipping details were entered incorrectly?
In the event that the provided shipping address or phone number is incorrect or unknown, the carrier will contact us to contact you for the correct details. If we are unable to get a hold of you they will return the goods to us. Once this happens, we will email you and after we have received them and refund the items minus shipping fee and any other fees incurred. You can then repurchase your items with an updated shipping address.