Shipping & Returns.

At Ferals Studio, we strive to provide an excellent shopping experience. Please read our Shipping and Return Policy carefully before making a purchase. This policy outlines how we handle shipping, delivery, returns, and refunds.

Shipping Policy

1. Shipping Destinations

We ship to the following countries and regions: New Zealand, Australia, and worldwide. If your location is not listed, please contact us at tina.srilasak@gmail.com for more information.

2. Shipping Methods and Costs

New Zealand

- NZD25 (Flat Rate) Standard Shipping: 3 – 5 days delivery.

Australia

- NZD45 (Flat Rate) Standard Shipping: 10 - 20 days delivery.

Rest Of the World

- NZD65 (Flat Rate) Standard Shipping: 15 - 30 days delivery.

Shipping costs will be displayed at checkout and may change without notice.

3. Processing Time

Orders are processed within 1 – 5 business days after payment is received. You will receive a confirmation email once your order has been shipped. Processing times may vary during peak seasons or due to unforeseen circumstances.

4. Delivery Time

Estimated delivery times are provided above. Please note that these are estimates and not guaranteed delivery dates. We are not responsible for delays caused by shipping carriers, customs, or other factors beyond our control.

5. Tracking

Once your order has been shipped, you will receive a tracking number via email. You can use this tracking number to check the status of your shipment on the carrier's website.

6. International Shipping

International orders may be subject to customs duties and taxes, which are the responsibility of the customer. Please check with your local customs office for more information on potential fees.

Return Policy

1. Return Eligibility

If you are not completely satisfied with your purchase, you may return it within 7 days of delivery for a refund or exchange. All items including custom or personalized items are not eligible for returns unless they arrive damaged or defective.

Please check for damage by couriers as soon as you receive your package - if there is damage, please take pictures, including images of the packaging, and send them to tina.srilasak@gmail.com within 7 days from the date of delivery. If any longer than this time period, we cannot guarantee that we can help but we will try our best to resolve any issues.

2. Return Process

To initiate a return, please follow these steps:

Step 1. Contact us at tina.srilasak@gmail.com within 7 days of delivery to request a return authorization.

Step 2. Provide your order number, a description of the item you wish to return, and the reason for the return.

Step 3. Once your return is authorized, we will provide you with instructions on how to send the item back to us.

3. Return Shipping Costs

Customers are responsible for return shipping costs unless the return is due to a defect or error on our part. We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.

4. Refunds

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will be applied to your original method of payment within 3 – 7 working days. Please note that original shipping costs are non-refundable.

5. Exchanges

Please be advised that we are unable to provide refunds or replacements for orders if the customer changes their mind or wishes to exchange sizes. This policy ensures that we can maintain the highest standards of product quality and customer service.

We understand that choosing the right size is crucial, so we encourage all customers to refer to our product descriptions before making a purchase. If you have any questions or need assistance with sizing, please contact tina.srilasak@gmail.com

6. Damaged or Defective Items

If your order arrives damaged or defective, please contact us immediately at tina.srilasak@gmail.com with your order number and a description of the issue. We will work with you to resolve the problem promptly.