Returns and refunds

Damaged, broken or wrong

If your order arrives damaged, has a print defect (like layers splitting or a joint that won't move), or isn't what you ordered, email a photo to hello@spoolhousestudio.com within 14 days of delivery. We'll reprint it or give you a full refund, including shipping. You don't need to send it back.

Changed your mind

You can return shop items you haven't used within 14 days of delivery for a refund of the item price. Email us first and we'll send the return address. Return shipping is paid by you, and the original shipping cost isn't refunded.

Custom and personalized orders are made just for you, so we can't take them back unless they're damaged or defective.

Cancelling an order

You can cancel for a full refund until we start printing, usually within a day of your order. Email hello@spoolhousestudio.com with your order number as soon as you can. Once it's printed, the return rules above apply.

Refunds

Refunds go back to the card or wallet you paid with, through Stripe. They usually show up within 5 to 10 business days, depending on your bank.