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Handcrafted in-house in small batches

Handcrafted in small batches in our own atelier

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Returns and Refunds

At Studio Vrai, we want you to love your purchase. However, if you are not perfectly satisfied, we offer a structured return process to ensure a fair experience for all customers.

Return Window & Eligibility

To be eligible for a refund or exchange, your return must be initiated through our returns portal and postmarked within 14 days of the delivery date. To be eligible:

  • Items must be in their original condition with all tags attached.
  • Items must be free from any deodorant marks, scents, makeup stains, or any signs of wear.
  • Items sent back to us without first being approved through the returns portal will not be accepted.

Returns Process

All returns must be initiated through our Contact Form. If you are returning items from multiple orders, they must be returned separately with their order-specific labels to ensure proper processing.

Please allow 7–10 business days for your return to be processed once it reaches our warehouse.

Fees and Shipping Costs

  • Restocking Fee: A restocking fee of $10 USD per item will be charged for all returns resulting in a refund. This amount will be deducted from your final refund total.
  • US Returns: We provide a prepaid return shipping label. The cost of this label is calculated based on the items and your location and will be deducted from your refund or store credit.

Exchanges

If you would like to exchange an item for a different size or color, please contact us. We will guide you through the process to ensure you get the right item as quickly as possible.

Damaged Items and Issues

Please inspect your order upon reception. You must contact us within 48 hours of delivery if an item is defective, damaged, or if you receive the wrong item. Reports made after 48 hours may not be eligible for a replacement or refund.

Exceptions / Non-Returnable Items

Certain items cannot be returned:

  • Sale: Items marked down by 20% or more are not eligible for returns or refunds.
  • Custom Orders: Products that are customized or personalized are non-returnable.
  • Made-to-Order: Items marked as Made to Order on the product page are only eligible for exchange or store credit refund, as these are made specifically for you, after the order is placed.
  • Hygiene: For health and safety, certain personal care or intimate items may be excluded.

Refunds

We will notify you once we’ve received and inspected your return. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please note that your bank or credit card company may require additional time to post the refund to your account.

Chargeback Policy

Any credit card chargebacks will be handled by our collection agency. If we receive a chargeback for products shipped to your confirmed address, you will automatically be placed into collection. If not paid within 30 days, your information will be reported to the Credit Bureau Agency. We strongly recommend contacting us to resolve concerns before filing a chargeback, as this avoids potential damage to your credit score.

Last Updated: March 31, 2026