Refund policy

We want you to feel confident and be happy with your experience shopping with us at Softie Studios. 

So, we have a 30 day return/exchange policy, which means you have 30 days after receiving your item to request a return, exchange, or refund for any reason. 

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

Please note, all shipping charges and materials are the customer's responsibility and are non-refundable. Unfortunately, as a small boutique business, we do not have capacity to cover shipping costs for returns and exchanges. We appreciate your understanding.

Please allow 10 days for the full amount to be refunded into the original account the product was purchased with.

Starting a Return/Exchange

To start a return, you can contact us at customercare@softiestudios.com. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

Return Eligibility

We have a 30-day exchange policy from the date you receive your order. When requesting an exchange the item must be in stock.

We offer store credit, exchanges or refunds for any unworn swimwear and clothing, provided all of the following requirements are met:

• The return request is lodged within 30 days of placing your order
  
  
• The item is unworn, unwashed, in its original packaging, with the hygiene liner still attached, swim tags and garment bag, and without any odours (including perfumes)
  
  
• If trying on swimwear, please do so over your own underwear. For hygiene reasons, we may refuse to accept a return if it's obvious that this has not been adhered to, and the item will be returned to you at your own expense. Any soiled or marked items will be rejected.
  
  
• The item is not a 'sale' item. We do not accept returns for sale items or promos, as they have already been discounted and are therefore ineligible for returns.
  
  
• Please note that the buyer is responsible for shipping the item back to us and we encourage them to use tracking on their order if making a return.
  
  

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 a correction for you as soon as possible! 

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.

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. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Please contact customercare@softiestudios.com to chat to our team with any questions or concerns. We are always happy to help! x