Refund policy

Return Policy

Every Studio Matsu item is made to order, so all sales are final. Please check the size guide on the product page before you order, since we can't accept returns or exchanges for sizing, color, or a change of mind.

If you received the wrong item or a damaged item, you are eligible for a replacement or a refund.

To start a claim, contact us at studio.matsu21@gmail.com with your order number and clear photos of the item and the shipping package. You do not need to ship anything back to us. Items sent back without first contacting us will not be accepted or refunded.

Damages and issues

Please inspect your order as soon as it arrives. Contact us within 30 days of delivery if the item is defective, damaged, misprinted, or if you received the wrong item, so we can evaluate it and make it right. Claims submitted more than 30 days after delivery can't be accepted.

Lost packages

If your package is marked delivered but never arrived, or it's stuck in transit, contact us within 30 days of the expected delivery date and we'll sort it out.

Wrong addresses

Please double check your shipping address at checkout. If a package is returned to us because the address was wrong or incomplete, we can reship it once you give us the correct address, but the reshipping cost is the customer's responsibility.

Exceptions / non-returnable items

Because all products are made to order, everything in the store is considered a custom product and is non-returnable. Digital downloads, gift cards, and sale items are also non-returnable.

Exchanges

We don't offer exchanges. If you ordered the wrong size, the item can't be returned, so please use the size guide before checkout. If you're between sizes, contact us before you buy and we'll help you pick.

Refunds

We'll notify you once we've reviewed your claim and let you know if the refund was approved. If approved, you'll be refunded on your original payment method within 10 business days. It can take extra time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we approved your refund, contact us at studio.matsu21@gmail.com.