Returns Policy

We hope you will love your Long Studio Design order, but if for any reason you would like to return your item/s they can be returned for exchange or refund provided that the guidelines outlined below are observed.
If you are not 100% satisfied with your purchase please contact us within 14 days via support@longstudiodesign.com quoting your order number.

The customer is entitled to withdraw from the purchase agreement for any reason, without penalty and without the need to give any explanation, within 14 (fourteen) days after the date of delivery of the products.
A Customer Services representative will explain the process which starts with providing a photo of the fault, along with a clear description of the problem, emailed to our customer care team at

support@longstudiodesign.com

In most cases, remedy action is taken as soon we are clear on the issue via email, usually within in a few hours. If the fault cannot be verified over email, the item may be required to be returned to us for inspection. Please do not send a product back to Long Studio Design without contacting a member of our team first, as we may be able to save you the trouble.
If the item is to be returned then we will provide you with the full address for the return and we will allocate a Return Authorisation number to you.

If we are refunding, we will refund you through the same method you used to pay.

Conditions of return:
Return items back within 30 days of delivery.
Buyers are responsible for return postage costs other than for faulty or incorrectly sent items. We are unable to refund return postage costs.
If the item is not returned in its original condition and original packaging that you received it in, then the buyer is responsible for any loss in value. All items should be returned in the original cardboard outer carton which protects the gift box. If this is impossible then an alternative cardboard outer may be used.

If refunding, then the full set (if there is one) must be returned.
Long Studio Design cannot be held liable for loss of its being returned. We recommend using a registered post or delivery service to return goods and keeping a record of the tracking details.
A valid receipt must be shown.
The item/s must not have been used, worn washed or altered in any way. Unfortunately we cannot accept any returns that so not meet the above requirements.
If we find that the product has not been returned in fully resalable condition, We reserve the right to refuse a refund on the item, or deduct up to 20% of the original selling price from the refund amount. Please therefore use adequate packaging to protect your package during transit.
If you are exchanging goods and the new item you require costs less than the one you have returned we will refund you the difference. If exchanging goods and the new item you require costs more than the one you returned an additional payment will be needed. Refunds for items bought as gifts can only be given to the original purchaser.

Wallpapers: Wallpapers should be hung in accordance with the instructions enclosed within each roll. No claim will be accepted unless the hanging instructions have been followed. No claim will be valid when more than 1 roll has been hung (as any fault should be obvious prior to hanging). We always recommend using a good quality ready mix adhesive to hang the wallpaper.

Once we receive your return, we will contact you within 48 hours, excluding weekends, public holidays and bank holidays, and then process your request for a refund or replacement as quickly as possible.

FAULTY GOODS
Please note, returns of faulty items will only be accepted if the goods were faulty when delivered. We at Long Studio Design take every effort to check your purchase thoroughly for any faults before dispatching. All items returned as faulty will be inspected on receipt and any items deemed to be subject to fair wear and tear will not be accepted as faulty. Similarly, we cannot accept responsibility for garments that have been damaged during washing if our wash instructions have not been followed. We will replace a faulty item if a replacement is in stock and available. If you wish to be sent a replacement, please make your request clear when contacting us about the fault.
If we cannot offer you a replacement, you will have the choice of receiving a credit note or a refund to your card to the value of the item at the time of purchase and any shipping costs incurred at the time of sale. Please note that refunds can take up to 30 days and are subject to regulations.


Exchanges or Cancellations
We do not accept exchanges or cancellations.
The following items can't be returned or exchanged
Because of the nature of these items, unless they arrive damaged or defective, we cannot accept returns for:
   •   Custom or personalised orders. We cannot accept the return of non-faulty goods because the bespoke product has been produced and customised specifically to order, therefore impossible to reuse. As per EU law, the goods cannot be returned because they were made according to your specifications or were personalised by you. We may, at our discretion, look into other solutions.
   •   Perishable products (like food or flowers)
   •   Digital downloads
   •   Intimate items (for health/hygiene reasons)
   •   Items on sale.

You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).