Refund policy
Return & Refund Policy
We hope you love your Schu piece as much as we loved making it.
Each item is created and finished by hand in our studio in Perth, made slowly, with care.
Because of that, small variations in color or texture are part of its character, not defects.
Returns
We accept returns for items that are faulty or damaged upon arrival.
If your order arrives broken or not as described, please contact us within 7 days of receiving it at itschu.studio@gmail.com.
Include your order number and a few photos of the item and packaging so we can help quickly.
To be eligible for a return, your item must be unused and in the same condition that you received it, with all original packaging.
Non-returnable items
Because each piece is made to order, we unfortunately can’t accept returns for change of mind or slight variations in tone, texture, or finish.
Custom orders and sale items are also non-returnable.
Refunds
Once your return is received and inspected, we’ll email you to confirm approval.
If approved, your refund will be processed automatically to your original payment method.
Please allow up to 5–10 business days for the refund to appear in your account, depending on your bank or payment provider.
Exchanges
We currently don’t offer direct exchanges.
If you’d like a different item, please return the original one (if eligible) and place a new order.
Shipping for returns
Customers are responsible for return shipping costs unless the item arrived faulty or damaged.
We recommend using Australia Post with tracking, as we can’t be responsible for returns lost in transit.
Questions?
We’re here to help.
Reach out anytime at itschu.studio@gmail.com we’ll do our best to make it right.
Sustainability note
We believe in mindful production and conscious consumption.
Before returning an item, please consider gifting it to someone who might love it — sometimes the calm continues elsewhere.