Return Policy

At FTG Studios Ltd (“we”, “us”, or “our”), customer satisfaction is our highest priority. If you are not completely satisfied with your purchase from www.ftgstudiosa.com, please review our return guidelines below.

Our policies are designed to be fully compliant with the UK Consumer Rights Act 2015 and the Consumer Contracts Regulations.

1. RETURN GUIDELINES

A. Custom-Made & Personalized Apparel (Bespoke Items)

  • No Change-of-Mind Returns: Please note that any garments that are made to your custom measurements, customized, or personalized cannot be returned or refunded for “change of mind” or incorrect sizing provided by the customer.

  • Defects or Errors: If your custom garment is defective, damaged, or made incorrectly due to our error, please contact us within 30 days of delivery. We will arrange a replacement, alteration, or a full refund at no extra cost to you.

B. Standard-Sized Apparel (Ready-to-Wear Items)

  • Change of Mind (14-Day Cooling-off Period): Under UK law, you have the right to cancel your order and request a return for standard-sized, non-customized items within 14 days of receiving your goods. In this case, you will be responsible for the return shipping costs.

  • Damaged, Defective, or Incorrect Products: If you receive an item that is faulty, damaged, or not as described, you have a legal right to a full refund, repair, or replacement under the Consumer Rights Act 2015. Please contact us within 30 days of delivery, and we will cover all return shipping costs.

2. RETURN REQUIREMENTS

To qualify for a refund or exchange, returned garments must meet the following conditions:

  • Items must be returned in their original, resellable condition, unworn, unwashed, and with all original tags and packaging intact.

  • Items must be free from any signs of wear, makeup stains, perfume, deodorant, smoke scents, or pet hair.

  • We reserve the right to refuse returns or deduct a portion of the refund value if the goods show signs of excessive handling or diminished value beyond what is necessary to establish their nature and fit.

3. REFUND PROCESSING

  • Once your return is received and inspected by our team, we will send you an email to notify you of the approval or rejection of your refund.

  • Approved refunds will be processed within 3 to 5 business days of receiving the returned package, and in any event, no later than 14 days in accordance with UK regulations.

  • The refund will be issued to your original method of payment. Please note that the time it takes for the funds to appear in your account may vary depending on your bank or payment provider.

  • Original shipping charges are non-refundable unless the return is due to our error or a faulty product.

4. IF YOUR ORDER WAS NOT RECEIVED

If your tracking information indicates that your package has been marked as “Delivered” but you have not received it, please contact us within 24 hours of the delivery confirmation. We will work with the courier service to investigate and assist you in resolving the issue.

5. REFUND REQUEST PROCEDURE

Before returning any item, you must obtain a Return Authorization from our support team. To initiate a return, please email us at [email protected] within 14 days of receiving your order with the following information:

  1. Full Name

  2. Shipping/Home Address

  3. Email Address

  4. Order Number (found in your confirmation email)

  5. Product Name(s) and Size(s)

  6. Reason for Return (e.g., Change of Mind, Incorrect Size, Faulty Item)

  7. Clear Photos (mandatory if the product is damaged, defective, or incorrect)

Our customer support team will review your request and provide detailed instructions, including the return shipping address, once authorized.

6. CONTACT & RETURN DETAILS

  • Company Name: FTG Studios Ltd

  • Customer Support Email: [email protected]

  • Return Address: 7 COPPERFIELD ROAD, COVENTRY, WEST MIDLANDS, ENGLAND, UNITED KINGDOM, CV2 4AQ