Faqs


Faqs


How do I place an order?

Depending on availability and delivery address, purchases can be made either directly on studio-original.com or using our personal online purchasing consultants. Just send an email to our customer service.

Can I cancel or change my order?

If you wish to cancel or change your order, please send an email to our customer service as soon as possible. We will do our best to comply with your request. However, we cannot guarantee that a purchase can be cancelled or changed once an order has been placed.
If you have received your order and you need to return it, please read the return instructions, which you can download here. Once we have received the returned item, we will make the refund or exchange as desired.

Can I personalize Studio Original items?

Studio Original offers personalizations only on request. Just write an email to our customer service.

My order was not accepted. Why?

Make sure that the address entered in the “Invoice” field is the address stored with your bank or the address to which your bank statements will be sent. If the system still does not accept your order, please contact your bank and then our customer service. We are happy to help you.

Which Studio Original products can be purchased on studio-original.com?

Studio Original products, which can be purchased online, include carpets, blankets, pillows and mirrors. The products on our website are offered subject to their availability.

How many copies of a product can I buy on studio-original.com?

There are no limits to the purchase of Studio Original products. Nevertheless, Studio Original offers unique products for which there is a natural limitation.

What can I do if an item is not available online?

For enquiries about items that are not available online, please contact our customer service.

How do I know if a product is available and how long it takes to deliver?

Information about the availability of each item is displayed on the website directly on the respective product pages.

How do I know that my product is genuine?

If the product was purchased on studio-original.com, its authenticity is guaranteed.

What payment methods are accepted?

Studio Original accepts the following payment methods for online purchases:

– Transfer
– Visas
– Mastercard
– PayPal
– Alipay

Please note that your billing address must match the address on your credit card statement.

When will my credit card be charged?

Your credit card will be checked for creditworthiness and security upon receipt of the order. The card is debited with the order confirmation.

My order was rejected. Do I have to place a new order?

If you have received an email from us informing you of the cancellation of your order, please place a new order online or contact our customer service.

Can I use multiple payment methods?

Currently, we only accept one (1) payment method per order.

Is VAT included in the final price and how can I get my VAT refunded?

All prices are inclusive of VAT. At this time, we are not yet able to offer our customers a tax refund service.

What are the shipping options and what are the shipping fees?

We offer toll-free shipping within Europe for all orders (except for orders with Saturday delivery option). For all deliveries outside Europe, our customer service will charge you the individual shipping fees. From the time the order leaves our warehouse, we deliver to Germany within one to three business days and abroad within five to eight business days. All orders are processed from Monday to Saturday (on Saturday only where Saturday delivery is possible and only if the delivery option “Saturday delivery” has been checked). Studio Original cannot be held liable for unforeseen delivery delays beyond our control.

Where does studio-original.com deliver?

Belgium, Bulgaria, Denmark (except Faroe Islands & Greenland), Estonia, Finland (except Aland Islands), France (except overseas territories & Departments), Greece (except Mount Athos), Great Britain (except Channel Islands), Ireland, Italy (except Livigno & Campione d’Italia), Croatia, Latvia, Lithuania, Luxembourg, Malta, Monaco, Netherlands (except non-European territories), Austria, Poland, Portugal, Romania, Sweden, Slovakia, Slovenia, Spain (except Canary Islands, Ceuta & Melilla), Czech Republic, Hungary, Cyprus (except northern part) , Switzerland, Aland Islands (Finland), Andorra, Albania, Belarus, Mount Athos (Greece), Bosnia-Herzegovina, Campione d’Italia (Italy), Ceuta (Spain), Faroe Islands (Denmark), Georgia, Gibraltar (United Kingdom), Greenland (Denmark), Iceland, Channel Islands (United Kingdom), Canary Islands (Spain), Kosovo, Lichtenstein, Livigno (Italy), Melilla (Spain), Moldova, Montenegro, Northern Macedonia, Norway, San Marino, Serbia, Turkey, Ukraine, Vatican City, Cyprus Northern Part, Russian Federation, United States, Egypt, Algeria, Armenia, Azerbaijan, Israel, Jordan, Virgin Islands (US), Canada, Kazakhstan , Lebanon, Libya, Morocco, Palestinian Territories, St. Pierre (France), Miquelon (France), Syria, Tunisia, China, Hong Kong SAR China, Rest of the World. If your country is not listed, please contact our customer service.

Can I have an order delivered to multiple addresses?

At this time, we can only deliver shipments to one address per order. To have items delivered to multiple addresses, please place a separate order for each location.

Is a signature required when my order is delivered?

For security reasons, all orders placed over studio-original.com must be signed by the customer (or an adult representative) when receiving the goods. All orders are delivered by our logistics partners. The courier can ask the person receiving the order for an official photo ID.
If no one is there to sign for the package, the driver will make up to three delivery attempts on three consecutive business days. If there is still no one to sign for the package and no one will report after five days, the package will be shipped back to Studio Original.

How can I track my order?

Studio Original will send you several emails during the ordering process to keep you informed about the status of your purchase. Please note that for security reasons, we do not issue tracking numbers, only tracking links that are in the shipping confirmation email. You will receive a shipping confirmation email with a tracking link to track your shipment. We will then send you a delivery confirmation by e-mail as soon as we have been informed by our logistics partners that your purchase has been delivered.

When can I expect my order to be delivered?

In order to estimate the delivery time for immediately available items, in addition to the required delivery time, please give us up to two business days after the day of your order so that we can prepare your order for shipment.

How will my Studio Original item be packaged?

We process each of our orders with great care in order to achieve the best possible packaging and maximum protection against damage. Your Studio Original product is packaged in waterproof film and a protective box.

What are the return policies? How many days do I have to return a product?

For online purchases, Studio Original will refund the purchase price of goods returned in their original condition, but only if the goods are received together with the original invoice and packaging of Studio Original and the security return/exchange label is intact and has been affixed to the item.

You must inform Studio Original of your intention to return the order in the following form within 14 days of the delivery date: by sending the order directly back to Studio Original together with the completed original invoice; or by sending the return form, which can be downloaded here, or a communication comparable in content and subsequent return of the order with the completed original invoice within 14 days after sending the return form or the content-comparable communication to Studio Original.

Goods used, modified or damaged will not be accepted.

Studio Original reserves the right, in its sole discretion, to refuse the return of goods that do not comply with the return conditions set out above.

If the carpet is not clean in case of a return, a fee of 50€ will be charged for cleaning.

How can I return an item?

To return your order, we would like to ask you to contact our customer service. Our customer service provides you with all information and relevant documents.

Are shipping charges and return costs refundable?

For returns within Germany we charge shipping costs of 15,00 €. Returns from countries within Europe (excluding Germany) will be charged with a shipping fee of €50.00. For returns from countries outside Europe, please contact our customer service. All shipping costs of the return will be charged with the refund.

Shipping fees and return shipping costs are non-refundable.

How can I exchange an item at studio-original.com?

To exchange an item, return the original item in compliance with the return instructions that are included in your shipping confirmation email. Please note that new orders are placed depending on the availability of the goods. We will inform you accordingly if we are unable to carry out your order.

Can I return a personalized item?

No cancellations, cancellations, repurchases or returns will be accepted for orders for customer-specific products.

How can I have an item repaired?

Please contact our customer service.

Where can I buy genuine Studio Original products?

Authentic Studio Original products are sold exclusively on studio-original.com.

Does Studio Original guarantee the authenticity of all Studio Original products sold on studio-original.com?

Yes, we guarantee the authenticity of all Studio Original products purchased on studio-original.com. All Studio Original products are made from the highest quality materials and are an expression of the most sophisticated designs and outstanding craftsmanship.

What are counterfeits?

Fake Studio Original products are copies or imitations of genuine Studio original products designed to deceive consumers and make them believe they are originals. Counterfeit products are of very low quality, but are often offered at very high prices to deceive online customers about the authenticity. Fake products lack the quality, details and craftsmanship that distinguish genuine Studio original products.

How can I report counterfeit products?

To report fake Studio Original products or suspicious Studio Original websites, we would like to ask you to contact our customer service. Please provide us with as much and as detailed information as possible regarding the fake Studio Original product or the suspicious website, such as where the point of sale is located, who the seller of these products is, what type of products it is, the address of the website, etc. We would like to thank you for your support in our fight against counterfeit products!

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