Refund policy

RETURNS AND REFUNDS

At TILL studio, we do our utmost to offer you exceptional quality and impeccable service. If you are not entirely satisfied with your purchase or if you have changed your mind, you have 14 calendar days from receipt of your order to return your item to us.

Return conditions

  • To be accepted, any returned item must meet the following conditions:
  • Be in new condition, unused and unworn;
  • Be returned in its original packaging, with all labels attached;
  • Be accompanied by a copy of the delivery note or proof of purchase;
  • For orders dispatched on a pallet, the return must be made on the original pallet.

Return costs: The postage costs for returning the goods are entirely the responsibility of the Customer (we do not provide free return labels).

Return address:

TILL Studio
Lindestraat 65
1640 Sint-Genesius-Rode
Belgium

If you have any questions regarding the returns process, please contact us at: hello@till-studio.be.

HANDMADE PRODUCTS AND NATURAL MATERIALS
Our collections are handmade from natural materials. Slight variations in colour, texture or dimensions, or minor imperfections, are not considered manufacturing faults, but rather proof of the authenticity and uniqueness of each piece. These characteristics do not entitle you to a refund of return postage costs on the grounds of a fault, but the item may still be returned under your standard 14-day right of withdrawal.

DAMAGE AND DELIVERY ISSUES
Please inspect your order upon receipt. If an item has arrived damaged, faulty or if you have received the wrong product, you must contact us within a maximum of 3 working days of delivery at hello@till-studio.be.

In order for us to process your claim with the carrier, your email must include the following:

  1. A photo of the outer box with the shipping label clearly visible;
  2. A photo of the internal packaging inside the box;
  3. One or more photos of the damaged item(s) (if several items are affected, please include an overall photo).

Following assessment, we will either exchange the item or issue a refund for the damaged product.

EXCEPTIONS AND NON-RETURNABLE ITEMS
In accordance with the law, certain items cannot be returned or refunded:
Gift cards;
Items made to measure or significantly personalised at the Customer’s request.

REFUNDS
Once your return has been received and inspected at our warehouse, we will notify you by email as to whether your refund has been approved or declined.

If the return is approved, the refund will be automatically credited to your original payment method within 10 working days. The time taken for the credit to appear in your account may vary depending on your bank.

If you have still not received your refund 15 working days after confirmation that your return has been approved, please contact us at hello@till-studio.be.