At StudioAlua, we want you to be completely satisfied with your purchase.
You have 30 days after receiving your order to request a return.
To be eligible for a return, your item must be unworn, unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.
To start a return, you can contact us at:
Email: support@studioalua.com
If your return is approved, we will provide you with instructions on how and where to send your package. Items returned without first requesting a return will not be accepted.
Damages and Issues
Please inspect your order upon receipt. If your item is defective, damaged, or if you received the wrong item, contact us immediately so we can evaluate the issue and resolve it as quickly as possible.
Non-Returnable Items
Certain types of items cannot be returned, such as:
- Personalized or custom-made products
- Perishable goods
- Gift cards
If you are unsure whether your item is eligible for return, please contact us.
Exchanges
The fastest way to receive a different item is to first return the original item. Once the return is accepted, you can place a new order for the replacement item.
United States – Returns
If your order is delivered within the United States, you may return your order within 30 days of delivery, in accordance with our return policy.
Returned items must be unused, unworn, with tags, and in the original packaging.
Refunds
Once we receive and inspect your return, we will notify you whether your refund has been approved.
If approved, your refund will be processed within 10 business days to your original payment method.
Please note that it may take additional time for your bank or credit card company to process the refund.
If more than 15 business days have passed since your refund was approved, please contact us at:
Contact Details
Store name: StudioAlua USA
Legal entity: Thermohaus
Business address:
128 City Road
London
EC1V 2NX
Company number:
16758907
Email:
support@studioalua.com
Phone:
+32460247348
Customer Service Hours
Monday to Friday | 09:00 – 17:00 (GMT+1)
Weekends | 11:00 – 16:00 (GMT+1)
We aim to respond within 24 hours.