FREQUENTLY ASKED QUESTIONS

Purchasing Online

1. How do I place an order?


Depending on availability and shipping address, purchases may be made either directly through studio-original.com or through the assistance of our online personal shoppers. You can contact us via our customer sevice.




2. Can I cancel or modify my order?


If you wish to cancel or modify your order, please contact our customer service as soon as possible. We will make every effort to accommodate your request. However, once an order has been submitted, we cannot guarantee that the purchase can be cancelled or modified. If you have received your order and need to return it please refer to the return instructions downloadable here. Once we receive your returned item, we will process a refund or an exchange as requested.




3. Can I personalize a Studio Original item?


Studio Original offers a personalization service on request only. To place an request please contact our customer service.




4. My order is not beeing accepted. Why?


Please be sure that the address you are entering in the "Billing" field is the address that is registered with your bank and the address where you receive your bank statement. If the system still doesn't accept your order, please contact your bank and then contact our customer service and we will be glad to assist you.





​ Product Information

5. Which Studio Original products are available for purchase on studio-original.com?


Studio Original products available for purchase online include carpets, blankets, cushions and mirrors. Products on our site are subject to availability.




6. How many units of each product may I purchase on studio-original.com?


There are no purchasing limitations for Studio Original items. Nevertheless Studio Original offers one-of-a-kind products with the result of a natural limitation.




7. What should I do if an item I want is unavailable?


For inquiries on items that are unavailable online, please contact our customer service.




8. How do I know if a product is available and how long it will take to be delivered?


The website provides the information on the availability of the items directly on the product page and provides the estimated time of shipment at checkout.




9. How do I know if a product I have is authentic?


If the product has been purchased on it is guaranteed to be authentic. Additionally every single Studio Original product will be delivered with a certificate of authenticity.





Payment

10. Which payment methods do you accept?


Studio Original accepts the following forms of payment for online purchases: - Bank transfer - Visa - Mastercard - Paypal - Alipay Please note that your billing address must match the address on your credit card statement.




11. When will my credit card be charged?


Your credit card will be processed for payment authorisation when we receive your order. The card will be debited upon dispatch of our order confirmation.




12. My order has been declined; do I need to place a new order?


If you have received an email from us informing you that your order has been cancelled, please replace a new order online, otherwise please contact our customer service.




13. Can I use multiple methods of payment?


At this time we only accept one (1) form of payment per order.




14. Is VAT included in the final price and how do I claim VAT back?


All prices include VAT. At this time we are unable to provide a tax-back service for any of our online customers.





Shipping & Delivery

15. Which shipping options are available and what are the shipping fees?


We offer Free shipping with all orders within Europe (except for those delivered with the Saturday delivery option). For all deliveries outside of Europe our customer service will calculate the shipping fees individually for you. From the moment the order leaves our warehouse, we deliver in 1-3 business days within Germany and 5-8 days outside Germany. All orders are processed Monday through Saturday (Saturday only where the service is available and has been selected), excluding Sunday and holidays. Studio Original cannot be held responsible for unanticipated delivery delays beyond our control.




16. Where does studio-original.com ship?


Belgium, Bulgaria, Denmark (except Faroe Islands & Greenland), Estonia, Finland (except Åland Islands), France (except Overseas Territories & Departments), Greece (except Mount Athos), United Kingdom (except Channel Islands), Ireland, Italy (except Livigno & Campione d'Italia), Croatia, Latvia, Lithuania, Luxembourg, Malta, Monaco, Netherlands (except non-European areas), Austria, Poland, Portugal, Romania, Sweden, Slovakia, Slovenia, Spain (except Canary Islands, Ceuta & Melilla), Czech Republic, Hungary, Cyprus (except northern part), Switzerland, Åland Islands (Finland), Andorra, Albania, Belarus, Mount Athos (Greece), Bosnia-Herzegovina, Campione d'Italia (Italy), Ceuta (Spain), Faroe Islands ( Denmark), Georgia, Gibraltar (United Kingdom), Greenland (Denmark), Iceland, Channel Islands (United Kingdom), Canary Islands (Spain), Kosovo, Lichtenstein, Livigno (Italy), Melilla (Spain), Moldova, Montenegro, North Macedonia, Norway, San M arino, Serbia, Turkey, Ukraine, Vatican City, Cyprus North Part, Russian Federation, United States, Egypt, Algeria, Armenia, Azerbaijan, Israel, Jordan, Virgin Islands (US), Canada, Kazakhstan, Lebanon, Libya, Morocco, Palestinian Territory, St Pierre (France), Miquelon (France), Syria, Tunisia, China, Hong Kong SAR China, Rest of world. If your country is not listed here, please contact our customer service.




17. Can I ship to multiple addresses?


At this time we can only ship to one address per order. To ship to multiple addresses, please place a separate order for each location.




18. Is a signature required upon delivery of my order?


For security reasons, all Studio Original online purchases require an adult signature upon delivery. All orders are delivered by our logistics partners. If no one is available to sign for the package, the driver will make a total of three delivery attempts on three consecutive business days. If there is still no one available to sign for the package, after 5 days with no communication, the package will be returned to sender. The courier may request to show an ID to the client (or a nominated representative) receiving the parcel.




19. How can I track my order?


Studio Original will send you several emails during the order process to keep you informed of the status of your purchase. Please note that we do not provide tracking numbers for security reasons, but only tracking links found in the shipment confirmation email. You will receive a shipment confirmation email with a tracking link in order to track your package. We will then e-mail a delivery confirmation once we receive notification from the parcel service that your purchase has been delivered.




20. When can I expect delivery of my order?


To estimate the total delivery time for immediately available items, please allow up to two business days from your order date to process your order for shipment, in addition to the time required for delivery.




21. How will my Studio Original product be packed?


We take the utmost care with each order to ensure it is carefully packed and protected against damage. Your Studio Original product will be wrapped in water proofed foil and dispatched in a protective box.





Returns

22. What is your return policy? How many days do I have to return a product?


For online purchases, Studio Original will refund the purchase price (except shipping fees) of merchandise returned in its original condition and only if accompanied by the original invoice, original Studio Original product packaging and security return/exchange label intact and attached to the item. In case the original shipping packaging is damaged or not available anymore we please you to take a similar shipping packaging for the return. Merchandise must be returned within 14 days of the date of delivery. Merchandise that has been used, altered or damaged will not be accepted. Studio Original reserves the right to refuse return of any merchandise that does not meet the above return requirements at Studio Original`s sole discretion. If the carpet is not clean in the case of a return, a cleaning fee of 50 € will be charged.




23. How do I return an item?


Please contact our customer service. Our customer service will provide you all information and documents which are needed for the return.




24. How long does it take for refund to be issued?


Every effort will be made to ensure a prompt refund. Returns to studio-original.com are processed within 14 days of receipt of the notification of the client's cancellation of the order. A confirmation email will be sent once your return has been processed and your account has been credited. Refunds may only be issued in the same form as was utilized for payment.




25. Are delivery charges and return costs refundable?


For Returns within Germany we will charge a return shipping fee of 15,00 €. Returns within Europe (except Germany) will be charged with a return shipping fee of 50,00 €. For returns outside of Europe our customer service will calculate the return shipping fees individually for you. All fees will be deducted from the refund. Shipping and return costs are not refundable.




26. How do you exchange an item with studio-original.com?


In order to exchange an item, return the original item using the return instructions provided in the shipment confirmation email. Please note that new orders are subject to merchandise availability. We will inform you if we are unable to fulfill your order.




27. Can I return a personalised item?


Withdrawals, cancellations, exchanges or returns are not accepted for orders of customised products.





Care & Repair

28. How do I repair an item?


Please contact our customer service.





Product Authenticity

29. Where can I buy authentic Studio Original products?


Authentic Studio Original products are sold exclusively on studio-original.com.




30. Does Studio Original guarantee the authenticity of all products sold on studio-original.com?


Yes, we guarantee the authenticity of all products purchased on studio-original.com. Studio Original products are crafted with the highest quality materials, design and craftsmanship.




31. What are counterfeits?


Counterfeit Studio Original products are replicas or imitations of authentic Studio Original products that are aimed to mislead consumers into believing they are genuine goods. Counterfeit products are of poor quality, but are sometimes offered for sale at high prices in order to mislead online shoppers. Such products lack the quality, attention to detail and craftsmanship which characterize authentic Studio Original goods.




32. How can I Report counterfeits?


In order to report to Studio Original suspected counterfeit Studio Original products or suspect websites, please contact our customer service. Please provide us with as much descriptive information as possible about the product or the website, such as the location of the store, the seller of the product, the type of product, the website address, etc. We appreciate your help in our fight against counterfeiting.





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