Frequently Asked Questions

Hello there 👋😄 Welcome to our FAQ page. Here our ickle chubby ducks 🐤 have worked there little butts off to answer every question you might have in your mind when exploring our website and offerings. ✨

If somehow our cutie-pies 🥰 have missed out on answering one of your questions, please do not hestitate to reach out to us via “Hello@studiogooos.com” or give us a direct message at @wearegooos or @studiogooos on Facebook or Instagram so that we can answer your unique question. 👉📨

We hope you get a smile out of our answers! 😊👍

Most Frequent 💬

What does Studio Gooos sell?

We sell cute clothes, adorable accessories, and huggable things for your home. 🛍️ We have items like t-shirts, hats, stickers, prints, pins, patches, plushies, and various homeware items, all with our special mascots Gwok the duck and Greg the frog on them. 🐤🐸

Who are these products for?

These products are for you if you often feel tired, worried, or nervous 😫 and need something cute or cuddly to boost your mood right away! 📈🥰

No one should have to feel tense, tired, or uncomfortable. Our goal is to help our customers feel confident, cozy, and special. ✨ Our products are for you if you feel the same way and want the same benefits our customers get. 🎉

Can I buy if I live outside the UK?

Yes! Our cuddly squad of delivery ducks 🐤 can transport your lovingly wrapped items 💕📦 anywhere in the United Kingdom, USA, and Europe.

How can I get the most value with Studio Gooos?

You won’t benefit from our insider offers if you aren’t subscribed to our email newsletter 💌 (sign-up can be found in the footer at the bottom of this page). You are also likely missing out on the most value unless you follow us 👉📱 on Instagram & Facebook using our handles @wearegooos and @studiogooos.

Shipping 📦🚚

When will my order arrive?

As a small business, our squad of delivery ducks 🐤 ship orders on Mondays and Thursdays. It usually takes our fluffy friends about 3 to 5 working days to waddle your none pre-order items to your front door. But sometimes their ickle feet hurt so it can take up to 2 weeks, 🙏 thank you for understanding.

If it has been longer than 2 weeks and you want to check in with us, please get in touch with us at “Hello@studiogooos.com” where we can turn that frown upside down! 😄👍

Which companies deliver my package from you?

Your packages are delivered by an elite and squishy team of delivery ducks 🐤 who accompany your parcel when it’s sent to you through our partners at Royal Mail and DHL. 🚚

Sometimes, our manufacturers, who make your special gifts, also send them separately from us by shipping them directly to you using their private squad of delivery ducks. Don’t worry though, these other ducks can keep up with ours.

All the ducks hang out on the weekends so we know they are pro! 🥰👍

Oh no! I put the wrong shipping address!

Step 1: Take a deep breath, grab your nearest huggable item or friend and squeeze them tight. With a little tension relieved let’s get this hic-up fixed for you! 😮‍💨

Step 2: Get in touch as soon as you realize your address needs changing by contacting us at “Hello@studiogooos.com” or give us a direct message at @wearegooos or @studiogooos on Facebook or Instagram. 👉📨

Our squad of ducks 🐤 aim to respond within 24 hours during business quacks (that means days). Please allow extra time on weekends. Please have you order number to hand when contacting us.😄👍

Can I track my order online?

Our brainy ducks 🧠 havn’t plugged in our website order tracking just yet (the silly floofers lost the cable), but we assign a special code to every delivery duck 🐤that is in charge of waddling your item to your front door.

You should have gotten this special code in an email that you can use to see where your order is. 📨 Please check your email for updates. 😄👍

My order still hasn't arrived/was misdelivered, what should I do?

Step 1:Grab a pillow or plushie and squeeze it tight to release some tension, we will find or fix your missing item! 😮‍💨

Step 2: Get in touch as soon as you think your delivery duck has fell down a hole by contacting us at “Hello@studiogooos.com” or give us a direct message at @wearegooos or @studiogooos on Facebook or Instagram. 👉📨

Our squad of ducks 🐤 aim to respond within 24 hours during business quacks (that means days). Please allow extra time on weekends. Please have you order number to hand when contacting us.😄👍

Purchasing 💳

What is a PREORDER item?

Preorders are extra special, extra huggable, and extra adorable things we havn't got made yet. We take pre-orders within a short time-limited sale period. 👉⏲️ These rare items are usually limited edition and may not be made again. 😲👐

You won't get one unless you are lucky enough to win a pre-order purchase. ✨ After the preorder period, blessed customers will receive their unique item once it has been custom made for you, carefully wrapped in ribbons, kissed by puppies, and carried by ducks to your doorstep. 🎀👅🐤

Please note: pre-order purchases can take our ducks a few months to waddle your unique items to your front door. If you want something that’s ready now, please order it separately so you don’t have to wait. 😄👍

Can I add an item to my existing order?

Our team of ducks are delighted at the thought! 💖 Quickly let our ducks know as soon as possible as we can only do this to orders that have not shipped yet. 

Please boop our ducks noses with your order update request either through email at  “Hello@studiogooos.com” or give us a direct message at @wearegooos or @studiogooos on Facebook or Instagram. 👉📨

Our squad of ducks 🐤 aim to respond within 24 hours during business quacks (that means days). Please allow extra time on weekends. Please have you order number to hand when contacting us.😄👍

When will you restock (item name)?

If something is not available right now, you can signal to our ducks 🐤 that you want to know when it’s back in stock by signing up for an email reminder. 👉💌

Sometimes if an ickle item 🎁 is popular, our ducks accept deposits or pre-orders which guarantee you will receive this item next in line. These deposits or pre-order options will appear on the out of stock product pages with clear duck-proof instructions. If you can’t see a deposit or pre-order option, then we aren’t accepting them for that item. 😜

We will contact you within 24 hours during business quacks (that means days) if there are any issues with your deposit or pre-order. 😄👍

Currency exchange rates.

Our squad of squishy ducks 🐤 (our staff) are pure-bred english quakers, that means they live in England and as such need Great British Pounds (GBP) to buy the best snacks during lunch. 🍩🍕🍭

Don’t worry if you live abroad, your payment provider has kindly offered to convert your payment to our ducks 🐤 local currency, for no extra charge to you, so that snack time is always on schedule and our ducks keeping getting squisher and more huggable as they get plumper! 😄

Do you offer gift-wrapping?

The ickle ducks 🐤 that are in charge of the packaging workshop at Studio Gooos would love nothing more than to spread some extra wide smiles by gift-wrapping your order 🎁, but with a tear in our eyes we have to confess we can’t offer that right now… 😥

When our ambitious quakers think about the future, they wiggle 💫 with excitement at the idea of offering gift-wrapping as an option! But right now there just isn’t enough ducks 🐤 available to keep up with their current chores and fufill the extra special request. (We want to soon though! 😄👐)

Returns & Exchanges ♻️📭

How do I cancel my order?

Step 1: Woosh over to your email inbox 💌 and look for the cutest email you can find, that one is likely your order confirmation email ✅. Open it and grab your order number code (It should start with a hash, e.g. #1005)

Step 2: Quickly let our ducks know as soon as possible as we can only do this to orders that have not shipped yet. Contact us at “Hello@studiogooos.com” or give us a direct message at @wearegooos or @studiogooos on Facebook or Instagram. 👉📨

Our squad of ducks 🐤 aim to respond within 24 hours during business quacks (that means days). Please allow extra time on weekends. Please have you order number to hand when contacting us.😄👍

What's your return policy?

Our return policy is simple and easy. 😊👍 If you want to return something, you have 30 days from when you bought it. Our ducks 🐤 can’t accept items that are not in the same condition as when you received them.

You'll need to pay for the shipping to send it back, and our policy states we can’t refund any shipping costs. Once we get your items back, our quickest ickle ducks 🐤 will process your refund. ♻️💸

If you have any questions, our friendly customer support team are here to help. 👋😄 We want you to be happy with your shopping experience, so don't hesitate to reach out via email at “Hello@studiogooos.com” or give us a direct message at @wearegooos or @studiogooos on Facebook or Instagram. 👉📨

Our squad of ducks 🐤 aim to respond within 24 hours during business quacks (that means days). Please allow extra time on weekends. Please have you order number to hand when contacting us.😄👍

When is my item not valid for a refund or exchange?

Our ducks 🐤 want to do everything in their power to give you a breathe easy time when shopping at Studio Gooos. 🙏❤️‍ Your item is valid for a refund or exchange if:

  1. The item is waddled back to us within 30 days from the date of purchase.
  2. Our ducks 🐤 get your item back in the same condition as you got it originally.
  3. The item is not a perishable good or undergarment (such as underwear and socks) due to hygiene reasons. 🧦🙅‍♀️
  4. The item was not bought on final clearance and therefore not eligible for return.
  5. If your item arrives to you damaged or not at all.

Please note: The customer is responsible for the shipping costs of returns and exchanges on none-damaged or defective items ♻️📭

What items are none-returnable?

Our ducks 🐤 cannot accept perishable goods (such as drinks or sweets), under garments (such as underwear and socks), or final clearance items. These are exceptions to our returns policy as it is either unhygienic or that is the terms of the reduction. 🧦⛔

My items arrived damaged or defective, what will you do?

First and foremost, our ickle ducks 🐤😭 have tears in their eyes that this has happened to you! We are so sorry, that must have made you feel really sad to receive that in the post. 😖📭 That is the opposite of our mission, and that is unacceptable. We promise we will make this right for you! ❤️‍🩹

Please photograph 📸 any damaged or defective items and send us pictures via email at “Hello@studiogooos.com” or give us a direct message at @wearegooos or @studiogooos on Facebook or Instagram. 👉📨 (Please include your order number and delivery address)

When we receive your photographs we can either replace your items and give you a partial refund or give you a full refund. ♻️💸 Your satisfaction is our priority, our squad of ducks 🐤 aim to respond within 24 hours during business quacks (that means days). Please kindly allow extra time on weekends. 🙏

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