Refund policy

Thank you for shopping with us. All our products are custom-made and personalized to order in Barcelona, Spain. Due to the nature of these items, our return and refund policy is limited.

1. Eligibility for Refunds or Replacements

We only offer refunds or replacements in the following cases:

✔️ Damaged, defective, or incorrect items
If your order arrives damaged, faulty, or incorrect, please contact us within 14 days of delivery.

We will offer:

  • A free replacement, or

  • A full refund

📸 You may be asked to provide photos of the item and packaging for verification.

2. Items Not Eligible for Return or Refund

❌ Custom-made or personalized products
All items are made specifically for each order. For this reason, we do not accept returns, exchanges, or refunds unless the item is damaged or incorrect.

❌ Change of mind or customer errors
We do not accept returns or refunds for:

  • Incorrect selections made by the customer

  • Change of mind after purchase

3. How to Request a Refund or Replacement

To report an issue, email us at dikrastudio1@gmail.com within 14 days of delivery.

Please include:

  • Your order number

  • Photos of the item and packaging

  • A brief description of the issue

We aim to respond within 48 hours.

4. Shipping & International Orders

We ship worldwide.

  • EU orders: Available directly through our website

  • Non-EU orders: Must be arranged manually via email before purchase

Shipping times, costs, and conditions are outlined in our Shipping Policy.

📌 By placing an order, you agree to those terms.

5. Customs, Duties & Taxes (Non-EU Orders)

For international (non-EU) orders:

  • Customers are responsible for import taxes, customs duties, and local fees

  • These charges are not included in the product or shipping price

If a package is:

  • Returned due to unpaid customs fees, or

  • Refused by the customer

➡️ No refund will be issued
➡️ Customer must pay shipping again for reshipment

6. Lost, Delayed, or Delivered Packages

Delays
Delivery times are estimates and may be affected by customs or postal services.

Lost Packages
A package is considered lost if tracking shows no movement for:

  • 20–30 days (EU)

  • 25–40 days (Rest of the world)

➡️ Once confirmed lost, we will send a free replacement

Marked as Delivered
If tracking shows “Delivered”:

  • Please check with neighbors or your local post office

We are not responsible for packages marked as delivered by the carrier.

7. Incorrect Address or Returned Packages

If a package is returned due to:

  • Incorrect or incomplete address

  • Unclaimed delivery

  • Refusal to pay customs fees

➡️ Shipping costs are non-refundable
➡️ Customer must pay shipping again for reshipment

Because items are custom-made and personalized:
➡️ No refunds will be issued

8. Order Cancellations

Orders can be canceled within 3 hours of purchase.

After production begins, cancellations are not possible, as items are made to order.

9. Contact Us

For any questions or support:

📧 Email: dikrastudio1@gmail.com
🛒 Store: www.dikrastudio.com

We’re always happy to help!