Returns & Exchanges

RETURNS & EXHANGES

At East Wing Studio, each piece is selected or created with care, and we truly want you to love what you receive. That being said, due to the nature of our offering—which includes vintage, antique, and handmade items—we ask that you review the policy below carefully before placing your order.

VINTAGE & ANTIQUE

All vintage and antique items are sold “as found” and are final sale and as such, we do not accept returns or refunds on these items.
All Vintage & Antique items are by definition “used” and may show signs of natural age and/or use. These pieces carry the charm and patina of age, each with its own story to tell. Signs of wear, small imperfections, or surface marks are part of their character and are not considered faults.

• We do not offer refunds, returns, or exchanges for vintage and antique items.
• Each item is thoroughly photographed and described with care. All photos act as part of the description. Please review all images and descriptions carefully before purchasing.
• If you require additional photos, measurements, or details prior to purchase, please contact us, we’re happy to assist.

Vintage Items purchased during a promotion sale or warehouse sale are a final sale. No exchanges or returns of sale items are accepted at any time.

EAST WING STUDIO NEW COLLECTION

Our newly designed collection is handcrafted by artisans using traditional methods. We do not offer refunds, returns, or exchanges for change of mind.
Change of Mind or Incorrect Purchase:

• We do not offer refunds for change of mind or incorrect purchases, in accordance with Australian Consumer Law.
  
• Items returned not in original packaging or in used condition will incur a restocking and handling fee.
  
• Return shipping is the responsibility of the customer, and we are not liable for any items lost or damaged in return transit.

Custom & Special Orders: All custom-made or special order items are final sale and cannot be cancelled or changed once the order is placed.

New Collection Items purchased during a promotion sale or warehouse sale are a final sale. No exchanges or returns of sale items are accepted at any time.

THE HANDMADE NATURE OF OUR COLLECTION

Every piece in our East Wing Studio Collection is carefully handmade by a global network of artisans using traditional techniques. As we do not use precision laser-cutting technology, slight variations in size (a few millimetres), colour, or detail may occur. These are not considered defects but rather part of the charm and individuality of each handmade item. As such, these characteristics do not qualify for replacement or repair.
Our items are crafted by skilled artisans both locally and internationally. Due to the handmade process, no two pieces are exactly the same. Minor irregularities are a normal part of handmade work and should be embraced as part of the piece’s unique appeal.
Please note: If the issue is cosmetic and not structural, it may fall within the expected natural variation and may not qualify for a replacement.

DAMAGED OR FAULTY ITEMS

We take great care when packing and dispatching your order. However, if something does go wrong in transit, please notify us within 24 hours of delivery by completing our Claims Form below.
To process your claim, we require:

• A clear description of the issue
  
• Photographs of the item, the packaging, and the shipping label
  Please note:
  
• Claims made after 24 hours may not be eligible for review or insurance.
  
• If the issue is cosmetic and not structural, it may fall within the natural variations expected in handmade or vintage pieces and may not qualify for replacement or repair.
  
• If your item is faulty and you no longer have the original packaging, please contact us and we’ll do our best to assist.

MISSING, STOLEN OR DAMAGED PARCELS

All items are thoroughly checked before sending and packed with care. Once items have been dispatched, they are viewed by the insurer to be the property and responsibility of the purchaser. We are not able to offer a refund or replacement due to stolen, lost, or damaged packages.
In the very rare and unlikely event that your product does not arrive or is damaged in transit, it is the purchaser’s responsibility to provide details and liaise directly with the carriers. We will, of course, provide you with any necessary information required to assist you with making your claim where possible. It is the buyer's responsibility to check all items immediately upon delivery.

• East Wing Studio is not liable for lost, stolen, or damaged parcels once they leave our hands.
  
• If your order is missing or arrives damaged, please report this within 24 hours of receipt so that we can assist you in lodging a claim with the courier.
  
• We strongly advise not signing for any deliveries until you have inspected the item.

Please ensure your shipping details are entered correctly; once dispatched, we are unable to amend addresses. No refunds or replacements will be issued if an incorrect shipping address was provided.

Lost, stolen, or damaged items must be reported within 24 hours of receiving goods. Failure to report any damages or loss of items within this timeframe may void transit insurance for your goods and therefore a resolution may not be provided.

Important: Claims for shipping damage must be submitted within 24 hours of receiving your item.

GOVERNING LAW

This policy is governed by the laws of Australia. By purchasing from East Wing Studio, you agree to be bound by these terms and submit to the jurisdiction of Australian courts.

START A CLAIM

If your item has arrived damaged or faulty, please complete our [Claims Form] below within 24 hours of receiving your delivery. This form helps us resolve your issue as efficiently as possible.
Once submitted, our team will review your claim and get back to you within 2–3 business days. If your claim is approved, we’ll work with you to offer a suitable resolution as quickly as possible.
Thank you for your understanding and for being part of the East Wing Studio community.

SUBMIT YOUR CLAIM

SUBMISSION INSTRUCTIONS

Once submitted, our team will review your claim and get back to you within 2–3 business days. If your claim is approved, we’ll work with you to offer a suitable resolution as quickly as possible.

Thank you for your understanding and for being part of the East Wing Studio community.