Refund policy

Returns — Phuong Studio

At Phuong Studio, every piece is hand-selected — we want you to live with it for years. If something isn't right, we offer a 30-day return window from the date of delivery.

To be eligible, the item must be in the same condition you received it: unused, no marks of wear, and in its original packaging. Please keep your order confirmation as proof of purchase.

To start a return, email us at support.phuongstudio@gmail.com with your order number and reason. We'll respond within 1–2 working days with instructions and a return address.

A note: items sent back without prior approval cannot be accepted. Please wait for our confirmation before posting anything.

Return shipping

For change-of-mind returns, return shipping is at the customer's 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 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.

However, if your order arrives with a genuine fault — a crack, split, finish flaw, or the wrong item — please email us within 7 days of delivery with photos. We'll arrange a replacement or full refund, including all shipping costs. No back-and-forth.

Non-returnable items

• Items marked "Final Sale" at checkout
• Sale items purchased during seasonal edits (refundable as store credit only)
• Gift cards
• Custom, personalised, or made-to-order pieces (including any engraved items)

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 at your convenience — this also ensures you don't miss out if stock is limited.

Your right to cancel — UK customers

Under the UK Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving it, for any reason. The item must be unused and in its original packaging. Email support.phuongstudio@gmail.com to begin — no explanation needed.

Your right to cancel — EU customers

If you're shopping from the European Union, you have the right to cancel within 14 days of receiving your order, for any reason and without justification. The item must still be unused and in its original packaging.

Refunds

Once your return arrives and has been checked, we'll email you to confirm whether the refund has been approved. If approved, the amount will be returned to your original payment method within 10 working days. Banks and card providers can take a few extra days to post the refund — please allow for this.

If more than 15 working days have passed since we confirmed your refund and you still haven't received it, email support.phuongstudio@gmail.com and we'll chase it for you.