Refund policy

Who this policy applies to

LANTHEA STUDIO LIMITED is the seller for purchases made through this Shopify store and its shared checkout, including Shell Oracle and Lambwick products. This worldwide withdrawal standard applies to consumer purchases made through this store. It does not automatically apply to wholesale, distributor, retailer or other B2B transactions governed by separate agreements.

Worldwide consumer withdrawal standard

We voluntarily apply the EU-level 14-day withdrawal baseline to consumer purchases through this store worldwide, regardless of brand or destination. This is a store commitment; it does not mean EU law governs every order. Stronger mandatory consumer rights under the law applicable to your order remain unaffected.

Except where a lawful exception applies, you may notify us that you are withdrawing from a consumer purchase without giving a reason before delivery or within 14 days after you, or a person you designate other than the carrier, receives the last item in the order. If an applicable deadline-calculation rule extends a period ending on a weekend or public holiday, the extended deadline applies. It is enough to send a clear withdrawal notice before the deadline.

Submit a return or cancellation request through your customer account orders page, or email finance@lantheastudio.com. For a Shell Oracle order, you may also email shelloracle@lantheastudio.com. Include your order number and identify the items concerned. The request tool lets you contact us; submitting a request does not itself issue an automatic refund or approval, and our review does not take away a withdrawal notice sent on time.

Made to order, personalized and sale items

Standard made-to-order goods remain covered by the worldwide withdrawal standard. Making an item after purchase does not by itself make it personalized. Choosing from our ordinary preset options, such as size, Brooch or Choker, or a listed ribbon or velvet colour, does not automatically create an exception. A sale price or discount also does not by itself remove the withdrawal standard.

Where permitted by applicable law, the ordinary change-of-mind withdrawal right may be excluded for goods genuinely made to your individual specifications or clearly personalized for you, including a truly bespoke commission. We will identify and disclose any such exception clearly before you purchase the affected order; we will not apply it to all made-to-order goods as a class. An applicable exception does not remove rights concerning defective, damaged, incorrect or materially misdescribed goods, our non-performance, or other rights that cannot lawfully be excluded.

Sending goods back and handling

After notifying us of withdrawal, send the goods back without undue delay and no later than 14 days after your notice. The deadline is met if you dispatch them before that period expires. Contact us for the correct return address and instructions; our registered business address is not automatically the return address.

You may inspect goods as reasonably necessary to establish their nature, characteristics and functioning. You are responsible only for diminished value caused by handling beyond what is necessary for that purpose, to the extent permitted by applicable law. Please include the supplied components and pack the goods securely for their return journey. Missing packaging or tags does not automatically remove the withdrawal right.

Return costs and problems with an order

For an ordinary change-of-mind withdrawal, you pay the reasonable direct cost of returning the goods where this responsibility was clearly disclosed before purchase, unless applicable law requires us to pay. We do not promise free return shipping for every change-of-mind return.

If goods are defective, damaged, incorrect or materially misdescribed, or we made a fulfillment error, contact us with your order number and details. We will arrange an appropriate remedy under your applicable rights and bear the reasonable return-shipping and remedial costs for which we are responsible. Photos can help us assess an issue where you can provide them. The change-of-mind window does not limit non-excludable rights for these problems.

Refund amount and timing

For withdrawal from an entire order, we refund payments due for the goods and the amount you actually paid for the least expensive standard outbound delivery option offered for that order. For a separately priced express or premium delivery option that has actually been used, the additional cost above that standard option need not be refunded for an ordinary withdrawal unless mandatory law requires otherwise. The bundled USD 40 Rush upgrade follows the specific rule below; an unused express-shipping component is not retained merely because it was planned. If standard delivery was included in the product price with no separate delivery charge, we do not invent or deduct a notional delivery fee. A partial-order withdrawal is handled according to the delivery costs actually paid and applicable law.

We refund without undue delay and no later than 14 days after we are informed of your withdrawal. For goods, unless we have offered to collect them, we may withhold the refund until we receive the returned goods or you provide evidence of sending them back, whichever is earlier, to the extent permitted by law. We use the original payment method unless you expressly agree otherwise, and we do not charge a reimbursement fee. Your payment provider may take additional time to display the credit.

Rush Production + Express Shipping — USD 40

Where offered, the USD 40 Rush Production + Express Shipping upgrade is one optional bundled charge covering priority production or processing and express shipping. It does not make the goods themselves non-returnable or change the worldwide 14-day withdrawal standard for ordinary goods and standard made-to-order goods, or any lawful, pre-disclosed personalized or bespoke exception.

For an ordinary withdrawal, if priority production has not begun and express shipping has not been used, we refund the full USD 40. If priority production has begun but express shipping has not been used, we may retain only a reasonable amount for the priority-production service actually performed before your withdrawal notice, where permitted by law; we do not retain the express-shipping component merely because it was planned. If express shipping has actually been used, the additional express-delivery cost above the least expensive standard delivery option need not be refunded for an ordinary withdrawal unless mandatory law requires otherwise. Any amount retained from this bundled USD 40 is based on the components actually performed or used, is not counted twice, and cannot exceed USD 40 in total.

Any amount retained for priority production begun during a withdrawal period is subject to the prior express request and any acknowledgement required by applicable consumer law. If those requirements were not met, we do not deduct for partial performance where the law prohibits it. Starting priority production alone does not make the full bundle non-refundable. We refund amounts due where our failure prevents or defeats the agreed upgrade or mandatory law requires a refund.

Cancellation requests and legal rights

You may submit a cancellation request for an unfulfilled item through your customer account orders page or contact us by email. We review requests manually. You may still send a withdrawal notice before delivery under the worldwide consumer standard above, subject to any lawful personalized-goods exception. After dispatch, we will provide return instructions where the withdrawal standard applies. We do not impose a fixed hourly cancellation deadline or a cancellation fee.

Nothing in this policy excludes or restricts rights that cannot lawfully be excluded or restricted. Where the law applicable to your purchase provides stronger mandatory protection, that protection applies.