Returns & Refunds
We want you to love what you receive. If something isn’t right, please get in touch and we’ll do our best to help.
CANCELLING YOUR ORDER
You can cancel your order within 14 days of receiving it, without needing to give a reason (unless otherwise stated on the product page). UK and EU customers have a statutory right to cancel within this period. US customers are offered the same 14-day window as a goodwill gesture.
If you’d like to cancel before your order has been dispatched, please email us as soon as possible at hello@urnstudios.com and we’ll aim to stop the shipment before it leaves. Once an order has been dispatched, the returns process below applies.
To cancel a received order, just drop us an email at hello@urnstudios.com within the 14-day window and we’ll guide you through the next steps.
CONDITIONS FOR RETURNS
To be eligible for a return, please make sure that:
- The goods were received within the last 14 days.
- The goods are in their original packaging and in fully re-sellable condition.
ITEMS THAT CANNOT BE RETURNED
The following items are not eligible for return:
- Used urns. Once an urn has been used to hold or come into contact with cremated remains, it cannot be returned under any circumstances. We’d encourage you to take a moment to look over your urn carefully before use — once it’s been used, we’re unable to accept it back regardless of the reason.
- Personalised or custom items. Goods made to your specifications or that are clearly personalised cannot be returned unless they arrive faulty or significantly different from what was ordered.
- Unsealed goods. Items that are not suitable for return due to health protection or hygiene reasons and have been unsealed after delivery.
We reserve the right to refuse returns of any merchandise that does not meet the above conditions at our sole discretion.
A NOTE ON HANDMADE ITEMS
All of our urns are handmade by independent artists, which means no two pieces are exactly alike. Small variations in colour, texture, or finish are part of what makes each piece unique and are not considered faults. If your item looks materially different from what was shown on the product page, please do get in touch and we’ll make it right.
ARRIVED DAMAGED?
If your order arrives damaged in transit, please email us at hello@urnstudios.com within 48 hours of delivery. Include your order number, a description of the damage, and a few clear photos of both the item and the packaging. Holding onto the original packaging until things are resolved is really helpful too.
We’ll look into it straight away and let you know how we can help. For high-value orders, we’d recommend using an insured delivery service just in case.
RETURNING YOUR GOODS
Please contact us before sending anything back so we can confirm the return and give you the right address, this varies depending on the product. You are responsible for the cost and risk of the return shipment, so we’d recommend using an insured and trackable service. We’re unable to issue a refund without receiving the goods back or confirmation of delivery.
We cannot be held responsible for goods damaged or lost on their way back to us.
REFUNDS
Once we’ve received your return, we’ll process your refund within 14 days using the same payment method as your original order. You won’t be charged any fees for the refund itself.
CONTACT US
If you have any questions about our Returns and Refunds Policy, please get in touch at hello@urnstudios.com we’re always happy to help.