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Returns & Refunds

Make-To-Order Products

Our specialty at Studio Verticale is procurement of custom, Make-To-Order items. When you purchase a Make-To-Order Product from us, the manufacturer of the product will tailor-make it especially for you, based on your choice of material, color and size combination, available for the product. 

Make-To-Order is a highly thorough and labor intensive process, requiring a careful revision of every part of every ordered piece and a tight coordination of many logistical components. Due to the unique nature of the production and procurement method applied to every Make-To-Order product, we do not offer any returns or refunds on Make-To-Order products.

Quick Ship & Make-To-Stock Products 

Quick Ship and other Make-To-Stock products can be returned within 14 days. Our restocking fee is 20%. Please call us ahead to inform us of your return and to obtain a shipping address for your return. You can ship the product back in its original packaging, with a courier of your choice. The payment for the return shipment will be the responsibility of the customer. 

We typically issue a refund within 14 working days from the receipt of your return, once we inspect your return and confirm the contents to be in the same condition in which they were initially shipped.

Damage Claims

To streamline the process of a potential transit damage claim, we ask that you inspect your order for visible damages upon arrival and note them on the bill of lading before signing it. Please note, we will not be able to accept any damage claims without the proper information about visible damages on the bill of lading. If the order is severely damaged or there are indications that it might be severely damaged, you have the right to refuse it. We strongly advise taking pictures of any damages you find at the time of delivery. Noting these damages on the bill of lading before signing it is key to a successful damage claim. Damage claims with supporting documentation ( a bill of lading with damages noted on it & pictures of damages) should be submitted to claims@studioverticale.com. Please include your order number in your email. We reserve the right to only replace the damaged part where feasible.

Glossary:

Make-To-Order - manufacturing process in which products are custom made per the customer's order

Make-To-Stock - already produced goods that are stored in a warehouse and ready for purchase

Quick Ship - a subset of Make-To-Stock production where a selection of popular products are warehoused domestically for quicker access and reduced shipping time