Refund policy
Studio GOOOS – Return & Refund Policy (EU & UK)
1. Our Extended “Goodwill” Return Policy — 30 Days
In addition to your statutory rights (see Section 2), we offer a goodwill return window of 30 days from the date you receive the goods.
- Goods must be unused, unwashed, undamaged, with all original tags and packaging.
- You may return clearance or sale items within the statutory 14-day period only (see Section 2). Sale items are not covered by the extended 30-day goodwill window.
2. Your Statutory Right of Withdrawal (EU/UK Distance-Selling)
Under the Consumer-Rights Directive (2011/83/EU) and UK Consumer Contracts Regulations 2013, you may cancel your online order within 14 calendar days from the day after you (or a nominee) receive the goods — or, in the case of multiple deliveries, the last good, for any reason.
How to Cancel or Return
You may exercise your right in any of the following ways:
Method 1 - Returns Portal (recommended - fastest)
1. Go to https://account.studiogooos.com/.
2. Enter the e-mail address used for the order. We will send a one-time passcode (OTP) to that address.
3. Enter the OTP to view your recent orders.
4. Select the relevant order and click “Request Return”.
5. In the notes box, briefly state the reason for return. If you would like an exchange, specify the desired item/size/colour here (see Section 7). (Please Note: If you do not mention an exchange at this time, your request will be processed as a refund only.)
6. Submit the request. You will receive on-screen confirmation and a follow-up e-mail once our team has approved it (usually within 48 hours).
7. We will then e-mail you a prepaid return-shipping label. Print the label, affix it securely to the parcel and hand it to your nearest carrier drop-off point (such as a Royal Mail post office) before the expiry date shown in the label footer.
8. If you have not received your label within 48 hours, please contact hello@studiogooos.com so we can investigate any technical issue.
Remember: you must dispatch the goods within 14 days of telling us you are cancelling.
Method 2 – E-mail or Post (slower)
Send an unequivocal statement of withdrawal to the contact details in Section 10 or complete the Model Withdrawal Form in Annex A. We will acknowledge your request and guide you through the same returns-label process.
Return-Dispatch Deadline
You must hand the goods to the carrier (or drop-off point) within 14 days of informing us of your decision to cancel.
Refund Timing & Scope
We reimburse the price paid plus our standard delivery charge (express upgrades excluded) within 14 days of (i) receiving the goods back or (ii) receiving evidence you have sent them—whichever is earlier.
Refunds are issued to the original payment method; processing times vary by provider.
For returns made after day 14 (our goodwill window), original delivery charges are not refunded.
3. Return Shipping Costs
- Change-of-Mind (non-faulty) returns – You pay the return postage. A discounted prepaid label will be e-mailed to you (usually within 48 hours) and £ 3.25 (or the amount shown at checkout of your original purchase) will be deducted from your refund, or you may use your own carrier (using method 2).
- Faulty, damaged or wrong items – We cover all return or replacement shipping costs; the prepaid label is provided at no charge.
4. Exclusions to the Right of Withdrawal
You cannot cancel or return:
- Goods made to your specifications or clearly personalised.
- Sealed items not suitable for return for health or hygiene reasons once unsealed (e.g. underwear, socks, certain personal-care goods).
- Goods that deteriorate rapidly or pass their expiry date quickly (perishable food, drinks, etc.).
- Digital content once the download or streaming has begun with your prior consent.
5. Condition of Returned Goods
Returned items must be in the condition described in Section 1. We may make a deduction for any diminished value resulting from unnecessary handling beyond what is needed to establish the nature, characteristics and functioning of the goods.
6. Faulty or Damaged Goods (Legal Guarantee)
If an item is defective or not as described you are entitled — at no cost — to request:
1. Repair or replacement within 14 calendar days of our receiving the returned item (or of receiving sufficient evidence where a physical return is not required);
2. A price reduction; or
3. Full refund, if repair or replacement is impossible or disproportionate.
7. Exchange Procedure
If you would like a different size, colour or style:
1. Submit a return request via the Returns Portal (https://account.studiogooos.com/) following the steps in Section 2.
2. In the “Request Return” notes box, clearly state “EXCHANGE” and specify the desired replacement item (e.g., “Exchange for Medium / Black”).
3. We will review the request and, if the item you want is in stock, e-mail you a prepaid return label within 48 hours.
4. Ship the original item back before the label expires.
5. The replacement item will be dispatched within two business days of the return label being scanned by the carrier.
If the requested item is unavailable, we will contact you to offer an alternative or process a refund.
All exchange shipments are sent to you free of charge.
8. Inspection on Receipt
Please inspect packages promptly on delivery and notify us of any transit damage within 48 hours so we can lodge a carrier claim. Failure to notify within 48 hours does not affect your statutory rights.
9. Title & Risk
Risk passes on delivery to the address you provided. Title passes once the 14-day withdrawal period has lapsed or, if you exercise your right of withdrawal, when we receive the goods back.
10. Contact Details
Jacob Kennedy & Samantha Landells — trading as Studio GOOOS
Suite 23
58 Low Friar St
Newcastle upon Tyne
NE1 5UD
United Kingdom
Tel: +44 (0)191 468 3007 (Tue-Fri 11:00-17:00 UK time).
Email: hello@studiogooos.com
VAT: Studio GOOOS is not currently VAT-registered.
We aim to reply within two business days.
Annex A — Model Withdrawal Form
(Complete and return this form only if you wish to withdraw from the contract.)
To: Studio GOOOS, Suite 23, 58 Low Friar St, Newcastle upon Tyne, NE1 5UD, hello@studiogooos.com
I/We * hereby give notice that I/We * withdraw from my/our * contract of sale of the following goods:
— Ordered on //____ / received on //____
— Order number: _________
— Name of consumer(s): __________________________
— Address of consumer(s): ________________________
— Signature of consumer(s) (only if sent on paper): __________________
— Date: //______
*Delete as appropriate
