Check most frequently asked questions here. If you would like further help then please contact via our contact page or directly via email.
If a product does not meet expectations or has defects, it can be returned within 60 days of purchase. See separate reference to faulty items. The product must be returned unused. After this period the sale is considered irrevocable. Returns can only be accepted with prior notification to hello@studiohuske.com. Non-faulty item returns or exchanges are at the buyer's expense and risk.
If you change your mind on full priced items we are happy to provide a full refund for the original purchase price of the item, not including shipping costs, or an exchange if we have the item in stock, once the return is received. Please contact us via email on hello@studiohuske.com, include the reasons for the return, and attach a copy of your payment confirmation.
The cost of the return shipping is the responsibility of the buyer and studio huske is not liable for loss or damage during transit of any product being returned. An exchange also requires payment of the shipping fee to re-ship your order.
All items must be returned in appropriate packaging to protect the item and using a trackable courier service. Studio huske assumes no liability for damage caused by improper use of the items purchased. If your item/s are returned showing signs of use or damage, we reserve the right to reject the refund or exchange request and will provide you with the option for us to send the item/s back to you at your expense or dispose of the item/s with no refund provided.
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Quality Assurance and Return Policy
At Studio Huske, quality is our top priority. We take every measure to ensure that our products meet the highest standards. However, in the unlikely event that you receive a faulty item, we are committed to upholding Swiss consumer laws and providing a swift resolution.
Reporting Delivery Issues: In the rare circumstance that you encounter an issue with your mat upon delivery, we request that you inform us within 60 days of receiving the item.
Faulty Item Resolution: You can contact us upon receiving the damaged or faulty item or as soon as you discover the fault. To expedite the process and prevent further issues, please contact us via email at hello[at]studiohuske.com. In your email, outline the issue, attach photographs of the problem, and include a copy of your payment confirmation.
Return Instructions: To initiate the return process, we kindly ask that you send the item back to us at the address provided within 5 working days of first contacting us, unless an alternative arrangement is agreed upon. To ensure a smooth process, please return the item in its unused condition. Upon receipt of the returned item, we will promptly replace it with an equivalent product or provide a reimbursement, depending on your preference.
Return Costs: During this 60-day period from the date of receipt, Studio Huske will cover the cost of returns on faulty items. Our aim is to minimize any inconvenience on your end during the return process.
Please be aware that we are unable to offer exchanges or refunds for items damaged due to wear and tear, misuse, or issues unrelated to the manufacturing of the item. For the best care of your Studio Huske items, please refer to our care page.
Return Packaging: When returning items, it's essential to use appropriate packaging to safeguard the product. Additionally, we recommend utilizing a trackable courier service for added security.
We value your trust in Studio Huske and are dedicated to ensuring your satisfaction with our products. If you have any questions or need assistance, please don't hesitate to reach out to our customer service team.
Warranty and Return Policy
At Studio Huske, we take pride in the quality and performance of our products. We offer a comprehensive guarantee period of 2 years from the date of purchase for our studio huske mats. This guarantee specifically pertains to the technical performance of the textile used in our mats.
Guarantee Coverage: If you notice any signs of deterioration in the heatproof or waterproof nature of the mat within the guarantee period, we encourage you to get in touch with us. Please provide photos that clearly demonstrate the issue. Our aim is to ensure your complete satisfaction with our products.
Limitations: It's important to note that the guarantee does not extend to dents, pigmentation, tears, or cuts in the mat resulting from misuse, point loads, or regular wear and tear. The guarantee covers the technical attributes of the textile used in the mat. Please note that the mats are highly stain resistant but not stain proof.
We're dedicated to delivering products of the highest quality and ensuring your satisfaction. If you have any questions or need assistance with a return, please don't hesitate to reach out to our customer service team.
Thank you for choosing Studio Huske for your mat needs.
Sincerely,
Kate
Founder at Studio Huske
Unfortunately, we are unable to cancel or make amendments to an order after it has been placed- if it has already been shipped.
This includes:
Until that time please do send us an email at the contact address and we will our upmost to help you.
Deliveries to the EU
All orders are dispatched from Switzerland. Orders shipped within the EU are processed under the Import One-Stop Shop (IOSS) framework.
The IOSS is a mechanism that allows online stores to sell imported goods to customers in the EU. By utilizing this system, the online store declares the goods, automatically collects the Value Added Tax (VAT) during the purchase, and subsequently remits it to the relevant tax authorities. This simplifies the process for customers, who are charged at the time of purchase and encounter no unexpected fees upon delivery of their goods.
For orders with a value up to €150 (excluding VAT), IOSS VAT processing is applicable. This means that the VAT is included in the purchase price, and customers will not face additional VAT charges upon delivery. Orders exceeding this value will undergo processing excluding VAT, and the VAT will be payable upon delivery. More detailed information can be found here.
Deliveries to the UK: Deliveries to the UK also undergo automatic VAT processing. The autoprocessing threshold for VAT in the UK is set at £135.
Deliveries Outside the EU and UK: For deliveries to countries outside Switzerland, including those not within the EU or UK, please be aware that additional fees and import duties might be applicable. These charges are collected at the border and are the responsibility of the recipient to pay. Unfortunately, we have no control over these charges and cannot estimate their amounts, as customs regulations and duties vary between countries.
It's important to note that customs charges and duties are the responsibility of the customer, and Studio Huske will not reimburse any fees applied. We do not offer refunds if you refuse the package due to the application of these charges. For precise information on the potential duties and taxes that may be levied prior to the delivery of your parcel, kindly contact your local customs office. They can provide further details regarding taxes and duties.
We are actively working on a solution to enhance this process and hope to have it resolved as we experience increased order quantities in the future.
Order Dispatch and Delivery Information
We strive to ensure a smooth and efficient shopping experience for our valued customers. Below are the details you need to know about order dispatch, delivery, and related information:
Order Processing: Orders will be dispatched within 5 business days of being placed. Shipping is via Swiss Post, sent carbon neutral, and in the case of orders outside of Switzerland tracking is provided.
Weekends and Public Holidays: Purchases made on weekends and public holidays will be processed and sent within 3 business days following the holiday period. Once your order has been dispatched, a tracking number will be provided to you.
Address Accuracy: Please ensure that the delivery address you provide is accurate and up-to-date. In the event of an incorrect address, Studio Huske holds no liability or responsibility for products once they have been delivered to the address provided.
PO Box Addresses: We do not ship to PO Boxes. Kindly provide a physical delivery address along with appropriate contact information. For orders with a PO Box address, your order will be placed on hold. We will contact you to obtain an alternative address. If a response is not received within 48 hours, your order will be cancelled and refunded, with a 5% restocking fee.
Shipping Time Frames: Please note that shipping time frames provided are estimates and can vary based on your location. These estimates do not account for delays arising from postal services, peak periods, customs processing, address errors, and other external factors beyond our control.
Busy Periods: During busy times like the holiday season, there may be shipping delays due to factors such as postal service congestion and Customs processing times. Your item may arrive after the estimated shipping time.
Unforeseen Circumstances: Studio Huske cannot accept responsibility for delays in delivery resulting from unforeseen circumstances, including but not limited to natural disasters, pandemics, postal or courier company strikes, delays in Customs processing, and other exceptional situations.
Purchase from Stockists: If you purchase Studio Huske products from an authorized stockist, please be aware that you are bound by that retailer's Returns and Exchanges Policy. Assessment and returns must be handled through the respective place of purchase.
Note on Delivery Times Anxiety: We understand that delivery times can be a concern for our customers. If you have any anxieties about delivery times, please don't hesitate to reach out to us directly. We will do our utmost to accommodate your needs wherever possible.
Thank you for choosing Studio Huske. If you have any further questions or require assistance, please feel free to contact our dedicated customer support team.
