Refund policy

Who this policy applies to

LANTHEA STUDIO LIMITED operates this Shopify store and its brands, including Shell Oracle and Lambwick. This Refund Policy applies to purchases through this store and its shared checkout, regardless of the brand purchased.

Our 14-day return policy

If you change your mind, contact us within 14 days after delivery to request a return. Please include your order number and identify the item you wish to return. You can reach our store team at finance@lantheastudio.com, or contact shelloracle@lantheastudio.com for a Shell Oracle purchase.

Returned goods should be reasonably intact and complete, including the components supplied with them. Reasonable inspection to understand an item's nature, characteristics and function does not, by itself, disqualify a return. Please handle the item carefully and package it securely for its return journey.

We will provide the appropriate return address and instructions. Please contact us before sending anything back so that we can direct it to the correct location. Our registered business address is not automatically the return address for every order.

Made-to-order, commissions and personalized goods

The same 14-day return policy applies by default to ready-to-ship, made-to-order, commission and personalized goods. An item is not excluded merely because it was made after purchase or personalized.

A future individual commission may have specific conditions only where they have been clearly disclosed and agreed with the customer before payment. Such conditions apply only to that particular order, to the extent permitted by applicable law, and do not change the default policy for other purchases.

Return costs

For a change-of-mind return, you are responsible for the reasonable cost of returning the item, except where applicable law requires otherwise.

Damaged, defective or incorrect items

If an item arrives damaged, is defective, or is not the item you ordered, please contact us with your order number and a description of the problem. Photographs can help us understand the issue where you are able to provide them.

We will work with you to arrange an appropriate remedy, which may include a replacement, repair or refund, taking account of your applicable legal rights. We bear the reasonable return-shipping, handling and remedial costs arising from our fulfillment error or an item being damaged, defective or incorrect. Contact us so that we can arrange the appropriate handling method.

The 14-day change-of-mind window does not limit any statutory rights relating to faulty goods, incorrect goods or other seller non-performance.

Refunds

After receiving a returned item, we will review its condition and confirm the refund outcome. Refunds that are due will be issued to the original payment method, unless another method is agreed or required by law. We will process refunds without undue delay and within any applicable legal deadline; banks and payment providers may take additional time to display the credit.

Original delivery costs

Standard outbound delivery costs will be refunded where required by applicable law.

If you voluntarily select a delivery method that costs more than the least expensive standard delivery option offered, the additional delivery upgrade cost is not refunded for an ordinary change-of-mind return, except where applicable law requires otherwise.

Where normal delivery is included in the product price and no separate delivery charge was made, we do not carve out or deduct a notional delivery charge from the refundable product amount.

Rush Production Fee

Where offered and agreed, the Rush Production Fee is USD 40 for priority production or processing. It is not a standalone expedited shipping fee. Any express delivery expressly included in your confirmed order remains included; it is not reclassified as a separate delivery-upgrade charge.

For an ordinary change-of-mind cancellation or return, the Rush Production Fee is normally non-refundable only once performance of the agreed rush service has actually begun. If that service has not begun, the fee is refundable. The fee will also be refunded where the cancellation or return is caused by our fault, where we cannot provide the agreed rush service, or where applicable mandatory law requires a refund.

This does not introduce a cancellation fee or remove your right to return the goods under this policy.

Cancellations before delivery

If you wish to cancel an order, contact us as soon as possible and include your order number. If the order can still be cancelled before dispatch, we will confirm the cancellation and refund as appropriate, including the treatment of any Rush Production Fee described above.

Once the order has been dispatched, the 14-day return policy applies instead. We do not set a fixed hourly cancellation deadline or charge a cancellation fee. Any greater rights under applicable law remain unaffected.

Your legal rights

This policy is an additional commercial policy and does not exclude or restrict rights that cannot lawfully be excluded or restricted. Where applicable law provides greater protection, that protection applies.