Refund policy

Damages and issues 
All items are carefully packaged and shipped via insured delivery. If your order arrives damaged, please report the damage immediately to the carrier or if you receive the wrong item, notify us within 7 days so we can arrange a solution. Please note that we are not responsible for any damage caused by the shipping provider.

Exceptions / non-returnable items
The items cannot be returned. As the products are made to order based on individual customer specifications (e.g. art prints, textiles with chosen designs), the right of withdrawal is excluded pursuant to § 312g para. 2 no. 1 BGB.

Production begins only after the order is placed, and therefore cancellation or return is not possible.

Returns in exceptional cases
To start a return, you can contact us at contact@tugceustaoglu.com. Please note that returns will need to be sent to the following address: Tugce Ustaoglu Kirchbachstr. 4 10783 Berlin

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at contact@tugceustaoglu.com. 

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 within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at contact@tugceustaoglu.com.