Refund policy

At Collen Studio, we strive to ensure our customers are satisfied with their purchases. The quality of our products is strictly inspected and meets international production standards. Therefore, we advise you to carefully review product pages for details and accurately select size, color, and style. However, we understand that sometimes you may need to return or request a refund for a product. Please review our return and refund policy below to understand the conditions and procedures.

Returns

You can return your item(s) within 30 days of the date you received the package. To be eligible for a return, the following requirements must be met:

  1. The item(s) must be in their original, unused condition, with all original packaging and labels intact.
  2. A receipt or proof of purchase must be included with the return.
  3. If the item(s) is damaged or defective, please provide a detailed description of the issue and, if possible, include photos as proof.

Please note that some products may not be eligible for return:

  1. Any panties or handmade items with customized features.
  2. All clearance items or items purchased with a gift card or store credit.
  3. Products with stains, perfume smells, deformation, or damaged packaging.

Refunds

You can apply for a refund within 30 days of the date you received the package. To be eligible for a refund, the following conditions must be met:

  1. If there are clear quality issues with our products, such as loose or split seams, undone hems, cut or loose elastic bands, or loose or worn fastenings, Collen Studio will take responsibility and make every effort to resolve the issue. In such cases, we will provide a full refund, and you will not need to return the item.
  2. If the return is based on personal reasons, we offer two options:
    • We will issue a full refund if you cover the return shipping cost.
    • We will offer a partial refund (20%–50% of the payment), and you may keep the item.
  3. Defective products purchased during clearance sales or promotional discounts are eligible for a refund.

Once we receive your return, we will inspect the item(s) and notify you whether your refund request has been approved or rejected. If approved, the refund will be processed, and a credit will automatically be applied to your original method of payment within a certain number of days, depending on your card issuer’s policies. If your account details have changed, please inform us as soon as possible.

Compensation Time Frame

  • Cancellations are only accepted for full-priced items within 60 minutes after the order is placed.
  • PayPal refunds: 5–7 business days
  • Credit card refunds: 5–7 business days

Please note that shipping costs are non-refundable.
If a refund is issued, the return shipping cost will be deducted from the refunded amount.

Exchanges

We only replace items free of charge if they are defective or damaged.

  1. Within 60 minutes after placing an order, if you need to exchange a product for personal reasons, please contact us immediately at support@collenstudio.com and place a new order to ensure faster delivery.
  2. Within 7 business days of receiving the product, if you wish to exchange an item for personal reasons, please contact us at support@collenstudio.com, and we will offer the best possible solution.

Return Shipping

To return your product:

  1. Please email support@collenstudio.com with your order number, reason for return or exchange, and any relevant supporting materials.
  2. We will provide you with the address of the nearest warehouse and guide you through the return or exchange process.

You will be responsible for paying the shipping costs associated with returning your item(s).

Shipping Fees

  1. All shipping fees are non-refundable.
  2. Return shipping costs must be paid by the customer.

Additional Notes

  1. For any product valued over $10, you should consider using a trackable shipping service or purchasing shipping insurance.
  2. We encourage customers to carefully read our return and refund policy and ensure that all items are eligible before initiating a return.
  3. The Terms & Conditions of this Returns & Refund Policy prevail in case of any miscommunication or disputes.

Parcel Not Received

If your parcel is marked as delivered but has not been received, you must contact us with proof that you did not sign for the package. This should include the tracking number, postal service details (icons/symbols), and any relevant correspondence. We will then investigate the issue.

Contact Us

For any questions, please contact us at:
support@collenstudio.com