Shipping Policy
We ship all orders from our studio in Porto, Portugal.
IMPORTANT NOTES:
- Order Processing: We aim to process every order between 1 to 3 business days (excluding weekends and holidays), but please allow up to one week, in case the item is not fully re-stocked or it was purchased during a discount campaign.
- Estimated shipping timings: please consider that the timings provided at checkout are considered only from the moment the order is processed.
- In case you need the item with urgency, please let us know and we will do our best to find a solution for you!
Shipping Methods
We work with FedEx for priority deliveries, and with the Portuguese Postal Services (that in turns works with every country's postal service) to deliver the package at your door via Standard service.
Tracking Information
Tracking information will be provided once your order has shipped.
Delays or Loss
The shipping costs above do not include insurance against delays or loss during shipping, and we are not responsible for any delays or loss of your package due to the shipping provider service.
Note for Packaging Damage
We always aim to deliver your items in great condition, and we carefully package every order to ensure they arrive safely. However, please note that if the packaging gets damaged during transit but the item itself remains fully functional, it won’t be eligible for a replacement or refund.
Customer Support
If you have any questions or need assistance, feel free to reach out to our customer support team at hello@unwind.studio. We’re here to help!
Returns & Exchanges Policy
If you'd like to return or exchange an order, send us an email to hello@unwind.studio, or initiate the Return process in your customer account here. Shipping costs on returns/exchanges are not covered. Refunds are processed when the goods are received by us.
IMPORTANT NOTES:
- We accept returns if the item is still in brand new conditions. For returns please contact us within 30 days of receiving the item.
- Buyers are responsible for return shipping costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value.
- Several types of goods are exempt from being returned or exchanged. These are: gift cards, downloadable patterns, items from our Faulty collection, and custom canvases.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at hello@unwind.studio.
International Customs & Duties
We ship globally from Portugal. Delivery times and fees will depend on the destination country and local customs policies. Please note that international shipments may experience delays due to customs clearance and might subject to customs fees depending on your country destination.
IMPORTANT:
If you refuse to pay the additional fees, we won't be able to refund your order as the package will be considered lost.
Summary of Duties and Taxes by destination country:
- USA: Duties and taxes included in your order
- Canada: Duties are included in your order. If you ship via FedEx we are able to pay taxes (GST/ HST/ PST) in advance for you, but if you ship with Standard Postal Service you might need to pay taxes when the package arrives at customs.
- Australia: Duties and taxes included in all orders below 1000 AUD
- UK: no taxes required for all orders under £135 (VAT is already included in the value paid at checkout), but for orders over £135 you'll need to pay duties to receive your order.
- EU: no taxes required (VAT is already included in the value paid at checkout)
You can find detailed information about VAT, customs & duties by destination country here.
