RETURNS & REFUNDS

This policy explains how returns, refunds, cancellations and exchanges work for products purchased through the Grapple Studio online store.

MADE-TO-ORDER PRODUCTS

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Some Grapple Studio products are made to order or produced after an advertised release window closes. Where applicable, this will be explained on the relevant product or collection page.

Please check product descriptions, sizing information and ordering deadlines carefully before placing your order.

CHANGE OF MIND

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For eligible online purchases, customers generally have 14 days after receiving their goods to notify us that they wish to cancel. Certain genuinely personalised or custom-made products may be exempt from this right. Products are not automatically exempt simply because they are made to order.

FAULTY, DAMAGED OR INCORRECT ITEMS

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If your order arrives faulty, damaged, incomplete or different from what you ordered, please contact us so that we can investigate and help resolve the issue.

Where possible, please include:

  • Your order number.

  • A description of the issue.

  • Clear photographs showing the problem, where relevant.

We will assess the issue and explain the available options. Depending on the circumstances and your legal rights, this may include a replacement, repair or refund.

Please contact us promptly after discovering a problem. Any request for assistance will be handled in accordance with applicable consumer protection law.

SIZE EXCHANGES

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Please review the sizing information on each product page carefully before placing your order.

Size exchanges for items ordered in the wrong size may not be available, particularly where products are made to order or produced for a limited release.

If you receive an item that differs from the size you ordered, or the product is otherwise faulty or misdescribed, please contact us. We will assess the issue and provide an appropriate resolution in line with your statutory rights.

REFUNDS

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Where a statutory cancellation right applies, refunds will be processed within the time limits required by law, including any applicable standard delivery charges. For returned goods, we may wait until we receive the items or evidence that they have been sent back, as permitted by law.

ORDER CANCELLATIONS

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If you wish to cancel an order, please contact us as soon as possible and include your order number.

We will check the status of your order and explain the options available. Once production has started, changes may be difficult or impossible to accommodate.

However, the fact that production has started does not automatically remove any statutory cancellation rights that apply to your purchase.

SHIPPING ISSUES

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If your order has not arrived within the expected delivery timeframe, please contact us with your order number.

We will investigate the issue and, where appropriate, work with our shipping or fulfilment partner to establish what has happened.

If an order is confirmed as lost, we will arrange an appropriate resolution in accordance with applicable law.

Please ensure that your delivery details are accurate when placing an order.

CONTACT

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If you have any questions about this Returns & Refunds Policy or need assistance with an order, please contact us using the details below.

Email: contact@grapplestudio.com

Last updated: 31 October 2026