Return & Refund Policy
Due to the bespoke nature of our products, we want to clarify that personalised, handcrafted, or made-to-order items are exempt from the UK’s standard 14-day "cooling-off" period for returns or cancellations period that applies to many consumer purchases. This means that if your order is handcrafted, bespoke, or personalised specifically for you (such as most of our products), you cannot cancel or return your order simply because you’ve changed your mind unless faulty or damaged, as they are not suitable for resale to another customer. This applies to all of our products, as they are handmade in small batches and often tailored specifically to your order.
Returns & Refunds for Faulty or Damaged Goods
We take great care in packaging your items, but in the rare case that your item arrives damaged or faulty, we will be happy to offer a full refund or a replacement. If your order is damaged or faulty, please contact us immediately within 3 days of receiving the item.
We will arrange for a replacement or refund as soon as possible. Please ensure the item is unused when notifying us of a return.
To initiate a return for faulty or damaged goods, please email us at hello@yesostudio.co.uk with the following information:
- Your order number
- Clear photos of the damaged or faulty product, including the packaging
- A description of the damage or fault
Once we receive your email, we will arrange for a replacement or a refund depending on your preference. Please ensure the item is unused when notifying us of a return.
Exchanges
As our products are handcrafted in small batches, we are unable to offer direct exchanges. Each piece is unique, and we cannot guarantee an exact match in colour, design, or finish. If you’re unsure about a product, we encourage you to contact us before purchasing, and we will provide additional details or guidance to help you make the best choice.
Cancellations
Due to the bespoke nature of our handcrafted and made-to-order pieces, we are unable to accept cancellations once an order has been placed, as production may already have begun. As our products are often created specifically for each customer, we cannot process cancellations or changes to the order once it is confirmed. If you have any concerns about your order, please reach out before completing your purchase, and we will be happy to assist you in making the right choice for your needs.
Gift Cards
Our gift cards are non-refundable, cannot be exchanged for cash, and will not be replaced if lost or stolen. Please note that YESOstudio gift cards are valid for 2 years from the date of purchase. After this period, any remaining balance on the card will expire, and we will not be able to offer any refunds or extensions.
Shipping & Return Costs
In the case of returns for damaged or faulty goods, we will cover the return shipping costs.
For all other returns (if applicable), you will be responsible for the return shipping costs. We recommend using a tracked shipping method to ensure the safe return of your item.
Please ensure the item is unused and in its original condition when returning. We cannot accept returned goods that have been used, damaged, or altered in any way.
