Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. This is not valid for custom items.

To be eligible for a return, your item must be in the same condition that you received it, unused and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at studio@aballone.co.uk. with your order number and return details. 

If your return is accepted, you will have to arrange a return shipping label to the returns address on your original label. We're unable to cover return postage costs for the return of unwanted items. Customers are urged to hold onto proof of postage as we're also not responsible for returns lost in the post. If you paid for shipping at the time of your original order, you will not be credited the cost of shipping when we receive your return, this cost may be included in your original items price. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at studio@aballone.co.uk.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items 
Unfortunately, we cannot accept returns on custom items (personalised prints, cards etc), sale items or gift cards.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at studio@aballone.co.uk.