Refund policy
Return & Refund Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item should be in the same condition that you received it, unused or unworn where applicable, with tags and in its original packaging. You will also need the receipt or proof of purchase.
To start a return, please contact us at befirewisestudio@gmail.com.
If your return is accepted, we will provide you with the correct return instructions and return address for your order. Please do not send items back to the original shipping address or directly to a supplier without contacting us first. Items sent back without first requesting a return may not be accepted.
Unless the item is faulty, damaged, incorrect or otherwise covered by your statutory rights, customers may be responsible for the cost of return postage. We will confirm the applicable return instructions before you send your item back.
You can always contact us with any return questions at befirewisestudio@gmail.com.
Damages and issues
Please inspect your order upon delivery and contact us as soon as possible if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
We may ask you to provide clear photographs or video evidence showing the issue. Depending on the circumstances, we may offer a replacement, refund or another appropriate solution.
Exceptions / non-returnable items
Certain types of items cannot normally be returned, including perishable goods, personalised or custom-made products, and sealed goods that are not suitable for return for health or hygiene reasons once the seal has been broken.
Please contact us if you have questions or concerns about your specific item.
Gift cards are non-returnable except where required by law.
Sale items
Sale or discounted items are subject to the same statutory consumer rights as full-price items. Any additional promotional return conditions do not affect your legal rights.
Exchanges
The easiest way to exchange an item is to contact us first. Depending on the product, you may be asked to return the original item and place a separate order for the replacement once your return has been approved.
UK 14-day cancellation right
If you are a UK consumer purchasing online, you generally have the right to cancel your order within 14 days of receiving your goods without giving a reason. After notifying us that you wish to cancel, you normally have a further 14 days to return the goods.
Certain products may be excluded from this cancellation right, including some personalised or custom-made goods, perishable goods and sealed goods that are not suitable for return for health or hygiene reasons once unsealed.
To exercise your cancellation right, please contact us at befirewisestudio@gmail.com so that we can provide the appropriate return instructions and return address.
European Union 14-day cooling-off period
If your order is shipped into the European Union, you may have the right to cancel or return your order within 14 days without giving a reason, subject to applicable consumer law and relevant exceptions.
Refunds
We will notify you once your return or refund request has been reviewed and let you know whether your refund has been approved.
If approved, your refund will be issued to your original payment method. Please remember that it may take additional time for your bank or credit card provider to process and post the refund.
Where UK statutory cancellation rights apply, refunds will be made within the timeframe required by law. This generally means within 14 days of receiving the returned goods or receiving evidence that the goods have been sent back.
Where required by law, the cost of standard delivery will also be refunded. Any additional cost paid for an upgraded or express delivery option may not be refundable beyond the cost of standard delivery.
If you have not received an approved refund within the expected timeframe, please contact us at befirewisestudio@gmail.com.