RETURNS & REFUNDS

We create small-batch and handmade garments, many of which are made to order. Because of the nature of our products, our return policy depends on where your order is delivered and whether the item was made specifically for you.

1. CUSTOM & PERSONALISED ORDERS

Items created specifically according to your individual specifications, measurements, artwork, fabric selection or other personal requirements are considered personalised or made-to-order products.

Where permitted by applicable law, personalised and custom-made products cannot be returned simply because you have changed your mind.

This includes, for example:

garments made to your individual measurements;
custom kimono, haori, yukata or other garments;
products using artwork, fabric or design specifically selected or supplied by you;
modifications requested specifically for your order.

If a custom or personalised item arrives with a manufacturing defect or is materially different from what was agreed, please contact us and we will work with you to find an appropriate solution.

2. ORDERS DELIVERED WITHIN THE EUROPEAN UNION

For standard, non-personalised products purchased online by consumers within the European Union, you generally have the legal right to withdraw from your purchase within 14 days of receiving the goods, without giving a reason.

This statutory right does not apply where an applicable legal exception applies, including certain goods made to the customer's specifications or clearly personalised.

How to request a return

If you wish to exercise your right of withdrawal, please contact us at:

koroaen@gmail.com

within 14 days of receiving your order.

After notifying us, you must send the item back without undue delay and no later than 14 days after informing us of your decision to withdraw.

The item should be returned in its original condition, with all original tags and packaging where reasonably possible.

You may try on a garment to the extent necessary to establish its nature, characteristics and fit.

Please do not wear, wash, alter, perfume or otherwise use the garment beyond what is necessary for inspection.

You may be responsible for any loss in value resulting from handling the item beyond what is necessary to establish its nature, characteristics and functioning.

Return shipping

Unless the item is defective or we have agreed otherwise, the customer is responsible for the direct cost of returning an item under the statutory right of withdrawal.

We strongly recommend using a tracked and insured shipping service. We cannot be responsible for parcels lost or damaged while being returned to us.

Refunds

Once we receive the returned item, or receive sufficient evidence that it has been sent back, we will process the refund in accordance with applicable consumer law.

Where applicable, the refund includes the standard delivery cost originally paid for the order. Additional costs resulting from choosing a more expensive delivery option are not refundable.

Refunds will normally be made using the same payment method used for the original purchase, unless another method has been agreed with you.

3. ORDERS DELIVERED OUTSIDE THE EUROPEAN UNION

For orders delivered outside the European Union, we do not offer returns or refunds for change of mind, incorrect size selection, personal preference, or other reasons unrelated to a defect in the product, except where mandatory local law provides otherwise.

Please carefully check the product description, measurements and sizing information before placing your order.

We are a small independent studio and international returns can involve significant shipping, customs and handling costs. For this reason, we are unable to accept routine international returns.

A goodwill solution

Although we do not accept standard returns from outside the EU, in some situations we may, at our discretion, offer a discount code towards a future order.

This is a goodwill gesture and does not constitute a refund or an acceptance of a return.

Any such discount code will be offered on a case-by-case basis and may be subject to conditions communicated to you at the time.

4. DEFECTIVE OR INCORRECT ITEMS

We carefully inspect our products before they leave the studio.

If your order arrives with a clear manufacturing defect, serious damage, or is materially different from the item you ordered, please contact us as soon as possible at:

[INSERT YOUR EMAIL ADDRESS]

Please include:

your order number;
a description of the problem;
clear photographs of the item and the issue;
photographs of the packaging if the damage appears to have occurred during delivery.

Please do not send the item back before contacting us and receiving return instructions.

If the item is confirmed to be defective or incorrect, we will provide an appropriate remedy in accordance with applicable law.

Depending on the circumstances, this may include repair, replacement, price reduction or refund.

For customers outside the EU, we will also comply with any mandatory consumer rights applicable to your purchase and country of delivery.

5. DAMAGE DURING SHIPPING

If your parcel arrives visibly damaged, please photograph the parcel before opening it, if possible.

If the item inside is damaged, contact us as soon as possible with photographs of:

the outside of the parcel;
the shipping label;
the packaging materials;
the damaged item.

This will allow us to investigate the issue with the carrier and determine the appropriate solution.

6. EXCHANGES

We do not offer direct exchanges as a standard service.

If you are an EU customer exercising your statutory right of withdrawal, please return the original item and place a new order for the desired item or size.

For customers outside the EU, we generally cannot accept exchanges.

Where appropriate, we may offer a goodwill discount code for a future purchase.

7. SALE ITEMS

Sale items are subject to the same statutory consumer rights as full-price items.

However, where permitted by law, personalised and custom-made sale items remain excluded from the right of withdrawal.

A reduction in price does not remove your statutory rights in relation to defective or non-conforming goods.

8. IMPORTANT NOTE ABOUT CUSTOM ORDERS

Before placing a custom order, please make sure that all measurements, design choices and other specifications are correct.

Once production of a personalised item has started, changes or cancellations may not be possible.

If you are unsure about sizing or any part of the customisation process, please contact us before placing your order.

We are always happy to help.

9. CONTACT

For any questions regarding returns, refunds, defects or exchanges, please contact:

3Magpies Studio
Email: koroaen@gmail.com

Please include your order number in the subject line whenever possible.

SUMMARY

EU - standard, non-personalised products: statutory 14-day withdrawal right applies.

EU - custom/personalised products: no withdrawal where the applicable legal exception for personalised/custom-made goods applies.

Outside EU - change of mind: no standard returns or refunds, except where mandatory local law requires otherwise.

Defective or incorrect item: please contact us. We will provide the remedy required by applicable law.

Outside EU goodwill: at our discretion, we may offer a discount code towards a future order instead of accepting a voluntary return.