How to Return

We hope you love everything you order from us, but if something’s not quite right, we’re here to help.

UK & International Returns – How It Works

Returns are easy via our Returns Portal.

1. Enter the email address used at checkout to find your order
2. Select the item(s) you’d like to return and tell us why (so we can keep improving!)
3. Choose your preferred printer-less return option, we’ll email you a QR code
4. Drop off your parcel at your chosen courier location
5. If you prefer, you can request a printable label in the portal

A £3.95 returns and restocking fee will be deducted from your refund total for UK orders, and a £15.95 returns and restocking fee will be deducted from your refund total for International orders in Europe and Rest of World.

Returns can take up to 5 working days to process once received. Once your return is processed and approved, we’ll refund you via your original payment method, usually within 14 days of receipt.

You have 14 days from the date your order is delivered to return your items to us. The returned items must arrive at our warehouse within this 14-day window. Returns received outside of this timeframe may not be accepted.

If your return arrives late, it will be up to our Customer Care team to review and approve it. In these cases, any accepted returns will be refunded as a gift card valid for 12 months from the date of issue.

To be eligible for a return, all items must be:

• Unworn, unused, and unwashed
• In their original condition with tags, any branded packaging (i.e. jelly bags, canvas bags) and Treats security ribbon still attached If an item doesn’t meet these conditions, we’ll return it to you via 2nd Class post.
• If any branded packaging isn’t included (i.e. jelly bags, canvas bags)there will be an additional deception of £1.50 from your return.

Please note:

• We can only accept returns for items purchased directly from www.treatsstudios.com
• We do not offer exchanges, simply return your item and place a new order for the one you’d like instead

Return to Sender Orders

If an order is returned to us as “Return to Sender” by the courier (for example, due to an incorrect address, failed delivery attempts, or refusal of delivery), it will be automatically refunded once received back at our warehouse, unless the item is personalised.

Please note:

• We are unable to resend Return to Sender orders
• Any applicable returns or restocking fees will still apply
• Refunds will be processed to the original payment method once the parcel has been received and checked

Faults & Damages

We hope your order arrives in perfect condition, but if something isn’t right please get in touch. Returns for faulty items must also be sent via the returns portal. 

• Inspect your order upon delivery and notify us immediately if it is faulty, damaged, or incorrect by visiting the returns portal. 
• If the Treats security tag has been removed, we will be unable to process a fault claim.
• You may claim a faulty item under the Consumer Rights Act. Treats Studios reserves the right to inspect the issue and may offer a repair or replacement. If this isn’t possible, a refund will be issued.

Multiple Returns

Returns can't be grouped from different orders and must be sent back separately for each individual order number.

If you place multiple orders, items from different orders cannot be combined into a single return parcel, even if the orders were placed close together or delivered at the same time. Each return must clearly reference the correct order number and be returned using the relevant return authorisation for that order.

Returns that are grouped together from multiple orders may experience delays, processing issues, or be rejected, and we cannot guarantee refunds for items returned outside of this process.

Full-Price Items

Items purchased at full price are eligible for return under the following conditions:

• Items must arrive back to us within 14 days of delivery.
• Items must be unworn, unused, and in their original packaging.
• Any signs of wear or damage will result in a rejected return, and the item will be sent back to you.
• Some items include a Treats security tag or ribbon – if this is removed, the item becomes ineligible for return. Please inspect your item carefully before removing any tags.

Archive, Sale & Markdown Items

Items purchased at a reduced price are non-returnable and non-refundable, regardless of where they appear on our website.

This includes any item that is:

• Marked as Sale, Final Sale, or Archive
• Displayed with a markdown (a reduced price shown alongside the original price)
• Listed within the Archive or Sale sections of the website

Please note: discounted items may not always appear in a dedicated Sale or Archive section and may instead be clearly marked on the product page. All sale and markdown purchases are final.

Personalised Items

Personalised items, including but not limited to phone charms, monogrammed or embroidered items, and all made-to-order pieces, are non-returnable and non-refundable, as they are created uniquely for you. Please double-check your selections before completing your order.

Personalised Items & Split Deliveries 

If your order contains a personalised item alongside non-personalised items, your order may be dispatched in two separate parcels.

This is because personalised items are often produced and fulfilled separately. You may therefore receive:

• Two deliveries
• Two tracking references

Please note:

• You will not be charged twice for postage
• This is still treated as one order
• Delivery times may vary between parcels depending on production timelines

If your order is split, you’ll receive tracking details for each parcel once dispatched.

Promotions & Bundles

We occasionally offer discounts such as Buy One Get One Free or Buy One, Save 20% on Another Item and Gift Sets. These offers may impact your return rights:

• Buy One Get One Free – If you wish to return a qualifying item, the free item must also be returned to be eligible for a full refund. If the free item is not returned, we reserve the right to charge the full retail value for it, and the refund amount will be adjusted accordingly.
• Buy One, Save % – If your order includes a discounted item as part of a promotion, both items must be returned for a full refund. If the discounted item is not returned, you will be charged the full price for it, as the offer was conditional
• Gift Sets -Gift sets must be returned in full, with all items included, to be eligible for a refund. Gift sets that include personalised items or non returnable products including, but not limited to glassware, are non-returnable, and the return policy applies to the entire set, not individual items.

Non-Refundable Items

Due to hygiene purposes all glassware and claw clips are non-returnable or ex-changable

Packaging

We’re currently in the process of updating our packaging. Whilst we make the switch, some orders may arrive in a mix of existing and updated packaging styles.

As always, our goal is to create the best possible experience from the moment you choose your Treats to when you unbox them.

Last updated: 29/05/26