Refund and Returns Policy

BESPOKE PRODUCTS

Returns are not possible on any Custom or Bespoke items you have ordered as these are specially commissioned items tailor-made to your specifications.

We can also provide stain treatment, underlay and install on request.

Any faulty merchandise must be reported to Shame Studios within 7 days of receipt. All claims must be requested in writing and require manufacturer approval. Following an investigation and where appropriate, Shame Studios will provide a like for like replacement free of charge.

STOCK PRODUCTS

We want to ensure you are entirely happy with your purchase. Our returns policy is 15 days upon receipt for a full refund or exchange -provided that the item is returned complete and in original condition. Original delivery cost will not be refunded.

To return an item, you must first contact us. Return shipping cost will not be covered by Shame Studios.

It is recommended that you keep the original packaging in order to make returning items easier. If you no longer have the original packaging, we can suggest alternatives or we will send you new packaging free of charge.

If goods are returned in used, dirty or damaged condition no refund can be issued.

Once the item has been returned to us, it typically takes between 5-10 working days for the return to be processed.

If a rug has been altered in any way i.e. reshaped, cut to size, inset or floor boxes, this would be considered a custom rug order, therefore custom rug terms apply and is non-refundable.

Please include your name or order number on the outside of the packaging to enable us to identify and refund your order.

For international order we are not able to refund customs and duties. It is the responsibility of the customer to get in touch with local customs to request a refund.

UNDERLAY

Underlay cannot be returned. If ordered it has to be cut specifically to the sizes ordered. Please ensure you order the correct size and be aware that you may need to trim it further to your own size.

SAMPLES

Any samples ordered must be returned within 30 days from the date received. If a sample has been kept for more than this time frame without prior agreement, the sample deposit paid will not be refunded.

Return Address:
Shame Studios,
59A Breakspears Road,
London, UK
SE4 1XR

VAT AND DUTIES

The standard rate of VAT (20%) will be charged on all invoices inside the UK

All countries outside of the UK will not be charged VAT on our invoices as they will be required to pay their own VAT rate and duty on import. Shame Studios cannot pre pay this. It is your responsibility to check the amount expected to be paid for any customs, taxes, handling etc.

Refusing goods for any reason will be at your own risk and does not mean that you will be refunded for the goods.

Any extra charges relating to rugs being returned will be charged back to the customer.

NEED HELP?

The Contact us at shame@shamestudios.com for questions related to refunds and returns.