Refund policy

At o!8studio, we are committed to delivering high-quality merchandise to our customers. Due to the limited-edition and made-to-order nature of our initial drops, we have established the following strict guidelines regarding order cancellations, returns, and refunds. Please review this policy carefully prior to making a purchase.

Order Cancellations

Because our initial merchandise drop is manufactured based on exact pre-order numbers, cancellation requests are strictly time-sensitive.

Pre-Order Window: You may cancel your order for a full refund only before the 1-month pre-order window officially closes.
Once the pre-order period has ended and production has begun, all sales are considered final and orders can no longer be canceled.

Eligibility for Returns and Refunds

We do not accept returns or issue refunds for "change of mind," incorrect item selection, or standard wear and tear. Returns and refunds are exclusively reserved for items that arrive defective or damaged.

Time Limit: You must contact us to report a defective or damaged item within 14 days of the Evri delivery date. Claims made after this 14-day window will not be accepted.
Exceptions: For health and safety compliance, perishable goods (such as our UK-exclusive chocolates) are strictly non-returnable unless they arrive with documented, severe damage.

Proof of Defect: Unboxing Video Requirement

To effectively process a claim for an item damaged during transit or manufacturing, we require verifiable proof.

Customers must provide an unboxing video recorded when opening the sealed package for the very first time.
The original shipping label must be clearly visible in the footage, and the defect must be shown on camera.
Please note: Without a continuous, unedited unboxing video and clear accompanying photographs, we cannot authorise a return or refund.

Resolution Options: Refund or Replacement

If your claim is verified, you may choose one of the following resolutions:

Refund: We will issue a refund for the cost of the item. All refunds are processed strictly to the original payment method used at checkout.
Replacement: We will dispatch a new replacement of the exact same product, subject to current inventory availability.

Return Shipping Costs

If you receive a verified defective item, o!8studio will cover the cost of the return shipping. We will either provide a prepaid shipping label or reimburse you for the standard shipping costs incurred to send the item back to our facility.

How to Initiate a Return

To request a return for a defective item, please follow these steps:

Contact Us: Email our support team at contact@o8studio.com within 14 days of delivery. Include your Order Number and Order details including name and date of purchase in the subject line.
Submit Proof: Attach your unboxing video and clear, well-lit images of the defective merchandise.
Await Authorisation: Our team will review your submission and, if approved, provide you with detailed return instructions and a shipping address.
Final Processing: A refund or replacement will only be issued after we have physically received and inspected the returned item at our studio.