Order Policy
Refund Policy
Please check your order details before approving dispatch. If something arrives damaged, defective, missing or materially incorrect, contact us promptly so we can review it.
Confirmation before dispatch
We send a video of the order before dispatch. Please review it and tell us promptly if something looks wrong. We will discuss any changes or cancellation request before shipping.
Change-of-mind returns
We generally do not accept returns or exchanges for a change of mind, sizing or color preference after dispatch. This does not affect rights you may have under applicable law or payment-provider rules.
Damaged or incorrect orders
Contact us as soon as possible if your order arrives damaged, defective, missing or materially incorrect. Include the order ID and any available photos or video. We review the evidence and explain the available remedy; a complete unboxing video is not required in every case.
Talk to us first
Email ecomstudio9@gmail.com with your order ID and a description of the issue. We aim to reply within 3 business days. Nothing here removes rights you may have under applicable law or your payment provider's rules.
Full policy
1. Changes and returns. Please review product details, sizing and photos before ordering. We generally cannot accept returns or exchanges for buyer's remorse, sizing or color preference after dispatch. Ask us about changes or cancellation before dispatch. This restriction does not apply where a remedy is required by law or your payment provider's rules.
2. Pre-shipment confirmation. We send a video of your order before dispatch. Please review it and tell us promptly if the item or condition is not as expected. Approval helps us confirm the order, but it does not remove any rights you have if the delivered goods are damaged, defective, missing or materially incorrect.
3. Problems on arrival. If an item is damaged, defective, missing or materially different from what was agreed, contact ecomstudio9@gmail.com as soon as possible with your order ID and a description. Keep the packaging if you can. We may ask for photos or video where helpful, but a full unboxing video is not a mandatory condition for reviewing a claim. We aim to reply within 3 business days and will explain the available replacement, credit or refund based on the circumstances and applicable rights.
4. Lost or delayed shipments. Delivery estimates can change due to carriers, customs or weather. If tracking says delivered but you cannot find the parcel, contact us so we can review the carrier's records. Your applicable consumer rights remain unaffected.
5. Payment disputes. Product-order payment is arranged with our team on WhatsApp, not on this website. Contact us if you need help with a payment; you may also use any rights available through your payment provider or applicable consumer law.
6. Changes to this policy. We may update this policy at any time. The version in effect at the time of your order applies to that order.
Frequently asked questions
Answers to common questions about refunds, returns, and disputes. Reading these before you order helps avoid surprises later.
Can I return an item if I change my mind?
We generally do not accept change-of-mind, size or color-preference returns after dispatch. Contact us before shipping if you need a change. Problems with damaged, defective, missing or materially incorrect items are reviewed separately, without limiting applicable rights.
Can I cancel or change my order after it is placed?
Contact us on WhatsApp promptly before dispatch and we will review what can be changed or cancelled. After dispatch, change-of-mind cancellations may not be available. Applicable rights are not waived.
What is the confirmation video?
Before dispatch, we send a short video showing the order and its condition. Please tell us if something looks wrong before it ships.
What if I do not approve the confirmation video?
Tell us what is wrong as soon as possible. We will discuss a correction, alternative or cancellation before shipping.
My order arrived damaged. What should I do?
Email ecomstudio9@gmail.com as soon as possible with your order ID and any available photos or video. We will review the issue and explain the available remedy. A complete unboxing video is not required in every case.
Can I exchange for a different size or color?
We generally do not offer exchanges for size or color preference after dispatch. Check the details before approving shipment; applicable consumer rights remain unaffected.
What if my package is lost or stolen after delivery?
Contact us with your order ID so we can review tracking and the carrier's delivery information. Please also check with the carrier and anyone who may have accepted the parcel.
Should I dispute the payment with my bank instead?
You can contact us to investigate, and you retain any rights available through your payment provider or applicable law.
How long does it take to hear back on a claim?
We aim to reply within 3 business days. An order ID and any available evidence help us investigate.
When is support available?
Email ecomstudio9@gmail.com at any time. We aim to reply within 3 business days.
For claims or order questions, email ecomstudio9@gmail.com with your order number and clear evidence. Please allow up to 3 business days for a response.