Returns 

• If 14 days have passed since your purchase, unfortunately we can’t offer you a refund or exchange. Please advise of your intent to return by emailing soostudionz@gmail.com.

• The original packaging must accompany the returned item.

• All items (purchased online or in market) must be returned in their original condition in brand new, unused, saleable condition.

• Proof of purchase is required for all return or refund requests. For online purchases, please email soostudionz@gmail.com with your order number and intent to return your purchase. Once your return is approved, please securely package your items back to us with everything included a traceable method to our online team. Return shipping costs are to be covered by the customer. For purchases made at our markets, please provide your product or other proof of purchase.

• Soo Studio reserves the right to return or reject any item that does not abide to the returns policy.

• We do not accept change-of-mind returns or exchanges for custom-made items or jewellery that has been resized or modified.

• Manufacturing faults do not include damage caused by general wear and tear, accidental damage or improper care. Examples may include:

1. Chipped, cracked or broken gemstones resulting from impact or accidental damage.

2. Broken chains or jewellery components caused by pulling, snagging or accidental damage.

3. Rings bent out of shape due to pressure or impact.

4. Oxidation or tarnishing resulting from normal wear, exposure to chemicals, moisture or improper storage.

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Refunds

• If the goods were faulty or incorrect then the cost of return postage will be refunded to you.

• Please note Crochet Flower or Bouquet cannot be return, refund or exchange.

• Courier/airmail or any international tax or duties paid or credit card charges or services fee will not be refunded.

• All event bookings are non-refundable. If you are unable to attend, please contact us in advance to arrange a reschedule, subject to availability. Please note that rescheduling must be approved by Soo Studio. Refunds are not available for cancellations or failure to attend.

• After your return is received and inspected, we will notify you via email that we have received your returned item. Please allow 1-2 business days for us to processed you return or refund. We will also notify you of the approval or rejection of your refund. We will raise a refund once your return has been received and approved by Soo Studio.​ 

• If eligible for a refund, this can only be returned the same way it was processed. We are unable to refund to alternative debit/credit cards. The refund must be processed back on the original payment method used, within a certain amount of days. 

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Exchange​

Items will only be replaced if they are defective or damaged. If you need to exchange it for the same item, send us an email at soostudionz@gmail.com​

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Missing or late refunds

• Please check your bank account if you haven't received a refund. In addition, contact your credit card company as it may take some time before your refund is officially posted.

• If you’ve done all of this and you still have not received your refund yet, please contact us at soostudionz@gmail.com

• Please note Soo Studio does not take responsibility for any items lost in the process of being returned to us and we recommend a traceable method. 

• By placing an order with Soo Studio, you acknowledge that you have read and understood our policies and agree to the terms applicable to your order. Please ensure you review our policies carefully before placing your order.

• Nothing in this policy limits your rights under the New Zealand Consumer Guarantees Act 1993 or other applicable consumer protection laws.​

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Sale Items

Unfortunately we do not accept returns or exchanges on sale items.

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Return Shipping

• Once your return request has been approved by Soo Studio, we will provide you with the return address and instructions for shipping your item back to us.

• Please do not send any items back before receiving approval and the return address from us.