Refund policy
Returns and Refunds
We want you to be happy with your order. If something is not right, please contact us and we will work it out.
Return Window
You have 30 days from the date of delivery to request a return.
Conditions
To be eligible for a return, the item must be:
- Unused and in the same condition you received it
- In its original packaging
- Accompanied by proof of purchase
How to Start a Return
Email support@umberloomstudio.com with your order number. If your return is approved, we will send you a return shipping label and instructions on where to send the package.
Return address:
Umberloom Studio
1510 East Thelborn Street
West Covina, CA 91791
United States
Return Shipping Costs
If the return is due to our error — a defective item, a damaged item, or the wrong item shipped — we cover the return shipping cost.
For all other returns, the customer is responsible for return shipping costs.
Damaged or Incorrect Items
Please inspect your order when it arrives. If an item is defective, damaged in transit, or not what you ordered, contact us within 48 hours of delivery with photos of the item and its packaging. Keep all packaging materials until the return is processed. We will arrange a replacement or refund.
Non-Returnable Items
Because our garments are made to order and cut to specific doll bodies, custom-sized or personalised items cannot be returned. Items marked final sale cannot be returned.
Refunds
Once we receive and inspect your return, we will notify you whether the refund is approved. If approved, the refund is issued to your original payment method within 10 business days. Your bank or card issuer may take additional time to post it.
If more than 15 business days have passed since your refund was approved, please contact us at support@umberloomstudio.com.
European Union — 14-Day Right of Withdrawal
If your order is shipped to the European Union, you have the right to cancel or return it within 14 days of delivery, for any reason, without justification. The item must be unused and in its original packaging, with proof of purchase. This right does not apply to personalised or made-to-measure items.
Umberloom Studio is operated by HONGHAN TRANSPORT COMPANY, 3818 Glen Way, El Monte, CA 91731, United States.