Refund Policy

Returns and exchanges are accepted on unworn items within 14 days of order receipt or delivery. Discounted items are Final Sale and are not eligible for returns or exchanges.

Requests for refunds or exchanges are processed as soon as possible during normal business hours. We do not cover shipping costs on returns or exchanges at this time. Please pack items securely and ship them using an insured carrier, with the package addressed as follows:

Alwyn Studio (Pty) Ltd
Attention: Returns
Unit A2, The Old Tannery, Hermon Road
Wellington, South Africa, 7655

Please note: insuring the package is at the discretion of the sender; however, Alwyn Studio (Pty) Ltd does not accept responsibility for lost, stolen, or damaged packages. Insuring your shipment provides recourse in the event that we do not receive it.

Deposits

A 50% deposit confirms your order and reserves your place in our production schedule. As each piece is made specifically for you, deposits are non-refundable once production has commenced.

Return Terms and Conditions

All items must be returned in their original condition — unworn, unaltered, unwashed, and with all tags attached. Customers will receive a full refund of the product price, less a flat return processing fee, which will be communicated at the time the return is approved. Merchandise returned without its original packaging and tags will not be refunded.

Customers will be notified by email once a return has been processed, and a credit or refund will be issued within 2–3 business days. Please note that your banking institution may require additional time to process and post the transaction.

Final Sale Items

Items discounted by 50% or more are Final Sale. These items are NOT eligible for returns or exchanges.

International Orders

Alwyn Studio (Pty) Ltd ships worldwide to over 100 countries. International purchases include import duties, taxes and shipping costs. In the event that a package is undeliverable, for example, if the customer fails to collect after delivery attempts or provides an incorrect address, and the purchase is returned to us, the customer will be responsible for all return shipping costs. Please be aware that cross-border shipments are subject to opening and inspection by customs authorities.

Consumer Protection Act

Nothing in this Refund Policy limits or excludes any rights you may have as a consumer under the South African Consumer Protection Act, 68 of 2008 (CPA), including your rights in respect of defective, unsafe, or non-conforming goods. Where the CPA applies, your statutory rights take precedence over the terms set out above.

Defective Items

Each Alwyn Studio piece is handcrafted with exceptional care and undergoes thorough quality inspection before dispatch. In the rare and unlikely event that an item arrives with a manufacturing defect, please contact us within 7 days of receipt with photographs and a description of the issue. Where a genuine defect is confirmed, Alwyn Studio (Pty) Ltd will cover the cost of return shipping and offer a repair, replacement, or full refund at the customer's preference, in line with the Consumer Protection Act.

Please note that the natural characteristics of fur, leather, and other handcrafted materials — including slight variations in colour, texture, marking, and pile direction — are inherent to the craft and are not considered defects.