Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn and unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

To start a return, sign in at account.thatonestudio.co.uk, find your order and request a return. You can also email us at support@thatonestudio.co.uk. If your return is accepted, we'll send you instructions on how and where to send your package. Returns should be sent to: That One Studio Ltd, 33 Regency Place, Canterbury CT1 1YS, United Kingdom.

You are responsible for the cost of return postage, except where the item is faulty, damaged, or not as described, in which case we cover it. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at support@thatonestudio.co.uk.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Gift cards cannot be returned. Please get in touch if you have questions or concerns about your specific item. Your statutory right to cancel within 14 days (see below) applies to all items, including anything bought in a sale.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

UK and EU 14-day cooling-off period
If you are a consumer in the United Kingdom or European Union, you have the right to cancel or return your order within 14 days of receiving it, for any reason and without justification. As above, your item must be in the same condition that you received it. unworn and unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

Refunds
We will notify you once we've received and inspected your return, and let you know if the refund was approved or not. If approved, you'll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we've approved your return, please contact us at support@thatonestudio.co.uk.