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Refund policy

Last updated: 14 September 2026

Every Amy Studio piece is made to order in our studio in Britain from plant-based PLA. We want you to love it. If something isn't right, here's how returns, exchanges and refunds work.

1. Cancelling before dispatch

We start making your order soon after it's placed. If you want to cancel, email us as soon as possible at help@shopamystudio.com with your order number.

  • If we haven't started making it: we'll cancel and refund you in full.
  • If it's already made or dispatched: use the change-of-mind process in section 2.

2. Changed your mind

You can cancel your order for any reason within 14 days of the day you receive it.

How to return:

  1. Email help@shopamystudio.com within 14 days of delivery. Include your order number and which items you're returning.
  2. We'll reply with our returns address.
  3. Send the items back within 14 days of telling us.

Condition:

  • Items should be unused, clean, and in their original packaging where possible.
  • You can handle an item as you would in a shop to check it. If it's been used, marked or damaged beyond that, we may reduce your refund to reflect the loss in value.

Return postage:

  • You pay the cost of sending items back.
  • Use a tracked service, because we can't refund items that don't reach us.

Refund:

  • We'll refund you within 14 days of receiving the items back, or of you showing proof you've sent them, whichever comes first.
  • Refunds go back to your original payment method.
  • Original delivery is free, so there's no delivery charge to refund.

3. Exchanges and different colours

We don't swap items directly, but you have two options:

  • Return and reorder: return the item as in section 2 and place a new order in the colour you'd like.
  • Ask us: email us and we'll help arrange it.

4. Faulty, damaged or not as described

If your item arrives faulty, damaged in transit, or not as described:

  1. Tell us: email help@shopamystudio.com with your order number, a short description of the problem, and clear photos of the item, the fault and the packaging. For damage in transit, please contact us within 7 days of delivery so we can claim from the carrier.
  2. We check: we'll look at your photos and reply within 2 working days. We may ask you to send the item back so we can inspect it. If we do, we'll give you a prepaid returns label or cover your return postage.
  3. Within 30 days of delivery: once we've confirmed the fault, we'll give you a full refund or a replacement, whichever you prefer. If we've asked for the item back, we'll issue the refund once it arrives.
  4. After 30 days: we'll repair or replace confirmed faulty items. If that isn't possible, we'll offer a refund.

What isn't a fault:

  • Damage from misuse, including dishwashers, hot water, direct heat or drops
  • Normal wear and tear
  • Slight colour variation between screens
  • Small variations in layer lines and texture that come from how each piece is made

5. Colour and finish

Every screen shows colour a little differently, so the shade you receive may vary slightly from what you see online. Small variations in layer lines and texture are part of how each piece is made. Neither counts as a fault.

6. Lost or delayed parcels 

All orders ship by Royal Mail Tracked 48.

  • Tracking hasn't updated for 5 working days: email help@shopamystudio.com with your order number and we'll open an investigation with Royal Mail.
  • Tracking shows delivered but you haven't received it: please check with neighbours and around your property first. If it's not there, email us within 7 days of the delivery date. We'll raise a claim with Royal Mail and may ask you to confirm in writing that the parcel didn't arrive.
  • Once Royal Mail confirms the parcel is lost, or its investigation ends without finding it, we'll send a replacement or give you a refund.

7. Discount codes and gifts

  • Discount codes: refunds are for the amount you actually paid.
  • Gifts: if you received an item as a gift, the refund goes to the person who bought it.

8. Contact

Amy Studio
Email: help@shopamystudio.com
Or use our contact form.

9. Your legal rights

This policy doesn't affect your statutory rights under UK consumer law.