Refund policy
Easy Returns & Exchanges
If you have any questions or would like to request a return or exchange, contact info@narrastudio.com.
Returns
We offer full refunds for all purchases made on our website (as well as payments and services including those made in person as well as through Etsy, PayPal, Venmo, Zelle, Stripe, and any other payment processing system used at your convenience) except made-to-order, custom pieces including made-to-order garments, customized jewelry, and customized objects, and cut yardage. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. To complete your return, the return must be requested within 30 days of receiving the order.
To return your product, you should mail your product to: Narra Studio LLC, 252 West 38th Street, New York, NY 10018, United States. If you are shipping an item over $30, please use a trackable shipping service or purchase shipping insurance.
We only replace items if they are defective or damaged. Exchanges are subject to product availability. If you need to exchange it for the same item, send us an email at info@narrastudio.com and send your item to: Narra Studio LLC, 252 West 38th Street, New York, NY 10018, United States.
Please make sure that you have entered the right mailing address. If you didn't receive your item due to wrong address you provided you will be responsible for re-shipping cost. Please keep track of your delivery day so you know when its being delivered. Package Theft is not covered with Shipping insurance and cannot be replaced at our expense.
Exemptions
Several types of goods are exempt from being returned.
Made-to-order, custom pieces including made-to-order garments, customized jewelry, and customized objects will not be eligible for returns, only exchanges or store credit.
For custom and made-to-order garments, items will be eligible for exchange only or store credit only. Returns based on buyer error (such as submitting the wrong measurements for garments or misspelling words on custom jewelry) are not eligible for returns.
Perishable goods such as food, flowers, newspapers, or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, face masks, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
- Gift cards
- Downloadable software products
- Some health and personal care items such as face masks
There are certain situations where only partial refunds are granted (if applicable):
- Book with obvious signs of use
- CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 14 days after delivery
Exchanges
We offer exchanges or store credit for all purchases made on our website (and payments and services including those made in person as well as through Etsy, PayPal, Venmo, Zelle, Stripe, and any other payment processing system used at your convenience). Made-to-order, custom pieces including made-to-order garments, customized jewelry, and customized objects will not be eligible for returns, only exchanges or store credit.
Exchange of custom garments and items are subject to approval based on production schedule, client timeline, and availability of products or materials. To be eligible for an exchange, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Contact info@narrastudio.com to request a free return label. To complete your exchange, the exchange must be requested within 14 days of receiving the order.
Exchanges based on buyer error (such as submitting the wrong measurements for garments or misspelling words on custom jewelry) are the responsibility of the buyer. Exchange of custom garments and items are subject to approval based on production schedule, client timeline, and availability of products or materials.
For in-stock items, we replace items if they are defective or damaged. Exchanges are subject to product availability. If you need to exchange it for the same item, send us an email at info@narrastudio.com and send your item to: Narra Studio LLC, 252 West 38th Street, New York, NY 10018, United States.
Depending on where you live, the time it may take for your exchanged product to reach you may vary. If you are shipping an item over $75, please use a trackable shipping service or purchasing shipping insurance or one of our free pre-paid return labels.
If you have any questions or would like to request an exchange, contact info@narrastudio.com.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the status of your item and refund, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at info@narrastudio.com.
Final sale items (if applicable)
Final sale items cannot be refunded.
Cancellations (if applicable)
Orders may be canceled up to 24 hours after the order is originally placed. Rush orders cannot be canceled at any time. A cancellation fee of 50% of the product's price will be charged for any canceled order.
Additional cancellation fees may be incurred per manufacturer guidelines, payable by purchaser.
Gifts (if applicable)
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
Rush Orders (if applicable)
For in-stock items, we can provide rush shipping including FedEx, UPS, and DHL based on Narra Studio approval and pre-payment of rush order fees and priority shipping fees by the client. For custom garments and items, we can provide rush orders with lead times less than 10 weeks, but this depends entirely on our production schedule. All rush orders must first be approved, prior to ordering. International shipping fees may apply to rush orders.
VAT, Customs Fees, and Unclaimed Orders
Buyers are responsible for all VAT and Customs Fees. Unclaimed orders that are returned and non-payment of VAT and Customs Fees resulting in unclaimed orders are not eligible for exchange or refund. Refunds may be made by exception, minus the the original shipping fees paid.