Refund policy
Return & Refund Policy
Every piece from Stocker Studio is handcrafted with care. We want you to be completely satisfied with your purchase. If something isn't right, we're here to help.
Return Window
You have 14 days from the date you receive your order to request a return. To be eligible:
- The item must be unused and in its original condition
- Original packaging must be intact
- A valid proof of purchase is required
Non-Returnable Items
Due to their unique nature, the following items cannot be returned:
- Personalized pieces — items with custom engravings, inscriptions, or bespoke modifications
- Made-to-order commissions — production begins upon your approval of the design mockup; cancellation is not possible once work has started
- Items showing signs of use or damage after delivery
How to Request a Return
- Email us at admin@stockerstudio.com within 14 days of delivery
- Include your order number and reason for return
- We will confirm eligibility and provide return instructions
- Ship the item back in its original packaging
Return shipping costs are the responsibility of the buyer, unless the item arrived damaged, defective, or was sent in error.
Damaged or Defective Items
All shipments are fully insured. If your piece arrives damaged or with a manufacturing defect:
- Contact us within 7 days of delivery at admin@stockerstudio.com
- Send clear photographs of the damage and packaging
- We will arrange a full replacement or full refund — including all shipping costs
Manufacturing defects discovered within 30 days of delivery receive the same treatment.
Refund Processing
| Return type | What we refund |
|---|---|
| Standard return (change of mind) | Item cost, minus return shipping |
| Damaged in transit | Full item cost + shipping + return postage |
| Manufacturing defect | Full item cost + shipping + return postage |
| Wrong item sent | Full item cost + shipping + return postage |
Refunds are processed within 14 business days of receiving and inspecting the returned item. The refund is issued to your original payment method.
Warranty
- 12-month warranty on all pieces against manufacturing defects
- 24-month warranty for EU customers (in accordance with EU consumer protection law)
- UK customers benefit from 30-day return rights under the Consumer Rights Act 2015
Warranty does not cover damage resulting from misuse, negligence, accidents, or normal wear over time. Natural lacquer develops a beautiful patina with age — this is a feature of the material, not a defect.
Custom & Made-to-Order Pieces
Bespoke commissions require a 50% non-refundable deposit before work begins. The remaining balance is due before shipping. We share progress photographs throughout production so you can follow every stage of your piece's creation.
Once production has begun, cancellation is not possible. The deposit covers materials and artisan time already invested in your piece.
Questions about a return? Contact us — we respond within 24 hours.