Returns and refunds are only permitted for the following categories of products:
If you’re not entirely happy with your product, they can returned in their original packaging within 7 days of receipt. Please feel free to contact us at [email protected] to let us know.
You should return the full package via registered post or courier and shall bear all shipping charges in the event of a return. You shall provide to us the tracking number of the return shipment if so requested.
If you choose to return the stones using a regular postal service rather than courier, then unfortunately we cannot be responsible for any parcels lost.
Processing time for refunds is usually 7-14 business days from the time the returned package is received by us. An email will be sent to confirm receipt and processing of your refund request.
Refunds will be paid out to the same payment method you used during the checkout process.
All other products not in the above categories will not be eligible for returns and refunds.
The product category “Studio Accessories & Apparel” shall include all products tagged under the category named “Studio Accessions & Apparel” and includes, but is not limited to, these products: t-shirts, tops, hoodies, tank tops, tote bags, mugs, and tumblers.
Products under this category are fulfilled by a drop shipper and each product is customized to your selection(s) at the time of your order. As such, and in line with the Return and Refund policy above, products in this category are not eligible to be returned and refunded.
Quality Control: Since we do not keep inventory of these products, we do not see any of the products before our drop shipper ships them out to you. If you receive any damaged products or anything erronous, please contact us at [email protected] and include an image of the product in question.
Shipping under this category is expected to take around two to four weeks to arrive. A tracking number for the parcel will be provided by our drop shipper, so if you have not received the parcel after a while and suspect it to be lost, please get in touch with us no later than four weeks from the estimated delivery date. We cannot guarantee that a replacement can be provided if your parcel is reported lost after such time.
Where there are multiple orders, products under this category may arrive in separate shipments, and will arrive separately from products in any other category which will be shipped by us personally (see below).
Orders are processed Monday through Friday, excluding national holidays in Malaysia. We endeavour to ship all orders within four (4) business days.
We ship to whichever address is filled in by you as the “Shipping Address” at checkout. If you enter an incorrect address in any way, you will be responsible for reshipment fees and any other fees that may apply. If the package is returned to us, we will reconfirm the correct shipping address with you and reship the package. Refunds (if possible, for the items under our Returns Policy) at this point will not be permitted. If the package is delivered to the wrong address and you do not receive it, a replacement will not be shipped, and a refund will not be permitted.
Parcels are expected to take around two to three weeks to arrive if you live in major cities in the US or UK, but they can take longer for the rest of the world and remote locations. While we ship everything via DHL Express, we cannot guarantee that shipments will arrive within any time frame, but please do contact us if you haven’t received your parcel after 6 weeks and we’ll happily look into it.
For all product categories: You are solely responsible for any customs and import duties or other applicable taxes.
Please do not order items that are illegal to import into your country. Laws are different in every country. It is your responsibility to check with your Customs office to see if your country permits the shipment of our products to your country.
If for any reason your package is seized by Customs officials, we will not be able to issue a refund (if possible, for the item under our Returns Policy) unless all products are returned in their original condition.
Last Update: 9 January 2023