Refund policy
Last updated: june 22nd 2026
At Studio Morilly, customer satisfaction comes first. If you experience a problem with your order, I will be happy to work with you to find a suitable solution. Please read below to see what you can expect.
Returns for stock products
Not completely satisfied with your purchase? You may return stock products (such as greeting cards, stickers, and mugs) within 30 days of receiving your order, provided that the item is unused, undamaged, and in its original condition.
- Register your return by emailing studiomorilly@gmail.com.
- Please include your order number and the reason for the return. You may also attach photos if necessary.
- Once your return request has been approved, you can send the item back at your own expense. Shipping costs will only be refunded if the return is the result of an error on my part (for example, if you received the wrong item or a damaged product).
- Once the returned item has been received and inspected, your refund will be processed within 7 business days.
Damaged or incorrect products
Of course, this should not happen. If there is a problem with your order, please contact me within 7 days of receiving it. Be sure to include clear photographs and your order number.
Depending on the situation, I will either send a replacement product or offer another suitable solution.
No returns for personalised products
Products that are custom-made, such as personalised illustrations (for example, pet portraits) or commissioned artwork, cannot be returned or refunded. These items are created specifically for you and are therefore exempt from the standard right of withdrawal.
If you experience an issue with a custom-made product or are not satisfied with the result, please get in touch. I will gladly see if there is a way to help.
Complaint procedure
If you have a complaint regarding a product or service, you can submit it in writing via studiomorilly@gmail.com or through the contact form on the website.
All complaints are handled carefully and fairly. I will respond to your complaint within 14 days of receiving it.
Where possible, I will provide an appropriate solution, such as an adjustment, replacement, or refund. My goal is to resolve complaints as quickly as possible and in a customer friendly manner.
Complaints should be submitted in writing within 7 days of receiving the product or discovering the issue. If a complaint is submitted after this period, I may still choose to review it, but I am not obligated to do so.