Refund policy

We want you to love your Pointe Studio order, but if something’s not quite right, we’re here to help. At Pointe Studio UK, we offer a straightforward return and exchange process to ensure you are satisfied with your purchase.

1. Return Window

You have 30 days from the date you receive your goods to request a return or exchange for eligible items. After your request is approved, you have a further 14 days to post the item back to us.

2. Return Eligibility & Condition

To be eligible for a return, your item must meet the following criteria:

• Condition: Items must be unworn, unwashed, and in their original "New" condition.

• Tags: All original tags must be attached.

• Packaging: Returns must include original packaging (where applicable).

• Exclusions: Sale items, "Final Sale" promotions, and gift cards are not eligible for return or refund.

3. Return Shipping Costs

• Standard Returns: If your return is accepted, we will cover the cost of the return. We will provide you with a pre-paid returns label via email.

• Faulty or Incorrect Items: If the item is faulty or does not match the description, you will not be charged for return postage.

• Original Shipping: We will refund the cost of the goods and the standard delivery cost paid at checkout. Special/Express delivery charges are non-refundable unless the goods arrived late.

4. How to Start a Return

We use a dedicated self-serve returns portal to make the process easy:

1. Log In: Visit our Customer Account Portal.

2. Request Return: Find your order and click "Request Return."

3. Select Items: Choose the items and the reason for the return.

4. Approval: Once we approve the request, you will receive an email with your pre-paid shipping label and instructions.

5. Refunds & Processing

Once we receive and inspect your returned item, we will process your refund:

• Timeline: You will receive your refund within 14 days of us receiving the goods back.

• Method: Refunds are issued to your original payment method.

• Exchanges: The fastest way to exchange an item is to return your original purchase for a refund and place a new order for the desired size or color.