Refund policy
Returns
Every piece is hand-selected, and we want you to live with it for years. If something isn't right, you can return your order within 14 days of delivery, for any reason.
To be eligible, the item must be unused, free of marks of wear, and in its original packaging. Please keep your order confirmation as proof of purchase.
How to start a return
The fastest way is through our Returns Center: phuongstudio.com/apps/aftership-returns-center — enter your order number and email, choose the item and reason, and you'll receive instructions and a return address once approved. Most requests are reviewed within 1–2 working days.
Prefer email? Write to support.phuongstudio@gmail.com with your order number and we'll take it from there.
Please wait for approval before posting anything — items sent back without prior approval cannot be accepted. Once approved, please send the item back within 14 days.
Return shipping
For change-of-mind returns, return shipping is at your cost. We recommend a tracked service — we can't take responsibility for parcels lost on the way back to us.
If your piece arrived damaged, faulty or incorrect, we cover return shipping in full (see below).
Damaged, faulty or incorrect items
Wood is a natural material — small variations in grain, tone and figure are part of each piece, not a defect. We describe what to expect on every product page.
If your order arrives with a genuine fault — a crack, split, finish flaw, or the wrong item — please submit a request through the Returns Center or email us within 7 days of delivery with photos of the item and packaging. We'll arrange a replacement or a full refund, including all shipping costs. No back-and-forth.
This does not affect your statutory rights under the Consumer Rights Act 2015.
Non-returnable items
- Gift cards
- Custom, personalised or made-to-order pieces
If you're unsure whether your purchase qualifies, just ask us first.
Exchanges
We don't offer direct exchanges. The fastest route is to return your original piece for a refund, then place a new order — this also ensures you don't miss out if stock is limited.
Your right to cancel — UK customers
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving it, for any reason and without justification. You then have a further 14 days to send the item back. The item must be unused and in its original packaging. Start through the Returns Center or email support.phuongstudio@gmail.com.
Your right to cancel — EU customers
If you're shopping from the European Union, you have the same right to cancel within 14 days of receiving your order, for any reason and without justification.
Refunds
Once your return arrives and has been checked, we'll email you to confirm the outcome. Approved refunds are issued to your original payment method within 14 days of us receiving the item back — in practice, usually much sooner. Banks and card providers can take a few extra days to post the refund.
You can follow the status of your return at any time through the Returns Center. If more than 15 working days have passed since we confirmed your refund and it still hasn't arrived, email us and we'll chase it for you.