Refund policy

Studio Shelley Home — Order Cancellations, Returns & Refunds Policy

Order Cancellations & Amendments

If you need to cancel or amend your order, please contact us within 48 hours of placing your order, provided your item has not already been dispatched.

To request a cancellation or amendment, please email us at:
shelley@studio-shelley.co.uk
and include your order number and the word “CANCEL” in the subject line or email body (for example: Order #1234 – CANCEL).

After 48 hours, or once your order has been dispatched, we are unable to cancel or amend your order.
If a cancellation is accepted after this time, a transaction or administration fee may be deducted from your refund.

If you’re unsure about a product, we always recommend getting in touch before placing your order and carefully checking the product and delivery information on each product page.

Returns & Refunds

We really hope you love your purchase, but if something isn’t quite right, you may request a return within 14 days of receiving your item(s).

Returned items must be:

  • unused

  • in perfect condition

  • in original inner and outer packaging

  • with all labels and tags still attached

We’re happy to offer either an exchange or a refund, excluding the original delivery cost.

Return delivery costs are the responsibility of the customer, unless the item is faulty or damaged.

Furniture, Lighting & Fragile Items

For larger items delivered via pallet or specialist courier, please keep all original packaging and pallets until you’ve fully checked your item.

We’re unable to cover the cost of replacement pallets or specialist collection packaging.

Furniture, lighting and fragile items (such as mirrors) may be subject to:

  • a collection charge

  • and/or a restocking fee

These costs will be confirmed with you before any return is approved.

Non-Returnable Items

Unfortunately, we’re unable to accept returns or offer refunds on the following:

  • made-to-order or printed-to-order items

  • bespoke, customised or special-order products

  • items shipped from suppliers based outside the UK

  • international orders placed from outside Mainland UK

  • seasonal or festive items

  • pre-order items

  • gift cards

  • sale or clearance items

  • items purchased using promotional offers (including Black Friday, free gifts, multi-buy offers, etc.)

Please check product listings carefully before purchasing, especially for made-to-order or pre-order items.

Access & Measurements

Please check all product dimensions carefully to ensure items can be delivered safely into your property.
We cannot accept returns for items that cannot be delivered due to access restrictions.

All dimensions are listed in metric measurements. If you usually work in imperial, please check conversions before ordering.

How to Request a Return

Please email us within 14 days of delivery at:
shelley@studio-shelley.co.uk

Include:

  • your order number

  • the item(s) you wish to return

  • the reason for return

If your return is approved, we’ll send you full instructions and the correct return address.

Items must be sent back within 7 days of return approval.
Returns sent without approval or outside this window may not be accepted.

We recommend using a tracked delivery service. Studio Shelley Home is not responsible for items lost or damaged in transit.

Once your item is received and quality-checked, your refund will be processed.
Refunds may take up to 10 working days to appear, depending on your payment provider.

If returned items are not in re-sellable condition, we reserve the right to:

  • refuse the refund, or

  • issue a partial refund or store credit instead.

Damaged or Faulty Items

If your order arrives damaged or faulty, please contact us within 48 hours of delivery.

Email: shelley@studio-shelley.co.uk
Please include:

  • your order number

  • clear photos of the damage

  • photos of the inner and outer packaging

Without this information, we may be unable to investigate the issue with the courier or supplier.

If damage is reported within 48 hours, we’ll arrange a replacement or refund at no cost to you for UK orders.

Damage reported outside this timeframe may result in a replacement charge.