Shipping & Returns Policy


Below you can find all the details regarding Shipping and Returns/Exchanges. Feel free to reach us if you have any question.

Terms & Conditions

Any offer, including discount codes and sales, cannot be used in conjunction with any other offer or promotion. 

Shipping Policy

We ship all orders from our beautiful studio in Porto, Portugal. You'll receive a shipping confirmation by email once your order has been packed and delivered to the shipping service.

We use the Portuguese Postal Services (CTT), FedEx Express or UPS Express Saver. In case of international orders, you will receive a tracking code by email to follow up on your package.

 

Important notes:

  • Order Processing: We aim to process every order between 1 to 3 business days, 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!
  • 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.
  • We ship from Portugal, and depending on the destination country you may be required to pay additional fees upon receipt of your parcel. If you refuse to pay the additional fees, we won't be able to refund your order as the package will be considered lost.

More information about paid taxes by destination country:

    • Canada
    • Australia
    • USA: no taxes required (except for orders over $800, or orders with accessories produced in China)
    • EU: no taxes required (VAT is already included in the value paid at checkout)
    • UK: no taxes required for all orders under 150 GBP  (VAT is already included in the value paid at checkout)

 

Returns & Exchanges Policy

If you'd like to return or exchange an order, send us an email to hello@unwind.studio. Shipping costs on returns are not covered. Refunds happen upon receipt. All orders are quality checked, carefully packed and shipped. In the unfortunate event that orders are damaged in transit, please let us know and send us also photo documentation. 

 

  • 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.
  • Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
  • Several types of goods are exempt from being returned. These are: gift cards, downloadable patterns 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.