Shipping
Common questions in the bottom of this page
OUNA ("we" and "us") is the operator of (https://ounastudios.com) ("Website"). By placing an order through this Website you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.
1. General
Subject to stock availability. We try to maintain accurate stock counts on our website but from time-to-time there may be a stock discrepancy and we will not be able to fulfill all your items at time of purchase. In this instance, we will fulfill the available products to you, and contact you about whether you would prefer to await restocking of the back-ordered item or if you would prefer for us to process a refund.
2. 14 day return policy, read more on our return policy page.
To process a return or replacement please contact us on support@ounastudios.com. We allow up to 14 days from day of order dispatch to request a return. As soon as a return is received at our warehouse we will automatically process the refund or replacement.
3. Returns
3.1 Return Due To Change Of Mind
OUNA will happily accept returns due to a change of mind as long as a request to return is received by us within 14 days. Read more about our return policy on our return page.
3.2 Warranty Claims
We offer a Lifetime Warranty on all of our products. We will happily honor any valid warranty claims. If your purchase break at any time from regular usage, submit an email with a picture of the broken item and we will provide a replacement or refund in store credit. However, we can't refund warranty claims in cash. We refund broken jewelry but not jewelry that is subjected to wear and tear.
Once the warranty claim is confirmed, you will receive the choice of:
(a) a refund in-store credit
(b) a replacement item sent to you (if stock is available)
4. Delivery Terms
4.1 Dispatch Time
Orders are usually dispatched within 1 business days of payment of order. Our warehouse operates on Monday - Friday during standard business hours, except on national holidays at which time the warehouse will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum.
4.2 Change Of Delivery Address
For a change of delivery address requests, we are able to change the address at any time before the order has been dispatched. Contact us by email at support@ounastudios.com for assistance.
If a package is sent to an incorrect address where the customer entered an incorrect shipping address, it can not be refunded if lost.
5. Duties & Taxes
5.1 Sales Tax
Sales tax has already been applied to the price of the goods as displayed on the website
5.2 Import Duties & Taxes
All import Duties & taxes are paid within the European Union. Import duties and taxes for shipments outside the European Union may be liable to be paid upon arrival in the destination country. This varies by country, and OUNA encourages you to be aware of these potential costs before placing an order with us.
If you refuse to pay duties and taxes upon arrival at your destination country, the goods will be returned to OUNA at the customer's expense, and the customer will receive a refund for the value of the goods paid, minus the cost of the return shipping. The cost of the initial shipping will not be refunded.
6. Customer service
For all customer service enquiries, please email us at support@ounastudios.com.