Shipping, Returns and Repair Procedures
GUIDELINES
* I am a small production, and make everything in-house or with some help via local ateliers, here in Copenhagen. Due to the nature of my operations and my commitment to sustainable values, we invite you to be mindful of what you choose to purchase and feel free to ask us questions to help you make the best decisions when purchasing from me/us.
Note that no two items may be exactly the same. I create items in three main categories; 1-off, batched, and made to order – this means, that depending on the time of purchase and production type, there is no guarantee that items currently listed will be made again or to the exact specifications – this also extends to our repair policy (see below).
*Shipping and Return Policy*
- Due to our limited capacity, I prefer to offer you credit or alterations. However; if you feel that a return is necessary, I honor a 14 day return policy (in accordance with EU consumer rights) for EU customers you are responsible for return shipping fee.
- Unfortunately, for NON-EU CUSTOMERS, at this time, I am only able to offer you store credit, alterations or exchange. You will be responsible for both shipping and customs fees back to Denmark. This is due to the high cost of shipping and customs procedures.
- All items must be returned in the original condition with tags and packaging.
- Refunds will be issued once the items are safely returned to us and inspected. For this purpose, I highly encourage you to ensure you have insurance and tracking. MDR is not responsible for the items until they are received in hand.
- When making returns or if you have additional questions, please write to ‘info@mdr.studio’ with the Subject Line : Return and Order # and please write why you are returning the order.
*Repair*
We are a brand that does our best to manufacture with intention, slowness, and sustainability in mind. I know for us and for the item, it would want nothing more than to be worn over and over again. This is why we offer a repair solution at two levels, so you can wear it with confidence knowing that its life can be extended.
- DIY
- In-House Repair
If an item gets damaged through wear and tear, we offer in-house repairs and DIY repairs if you would like to fix it yourself or with a local tailor instead. Our repair fee will be on a case by case; however, it can be as low as 10 euros and depends on complexity. We do our best to make everything with ease of repair and mending in mind.
- For repairs or questions about (self) repairs, please email us at info@mdr.studio with the Subject Line : Repairs and Item Name, and include in the email receipt (or any way for us to identify you and date of purchase), along with picture of the item, and what you need repaired. This helps us identify which production type was used for the item (1-off, batch, or made to order).
- Due to our small production and capacity we source materials in limited quantities. When making repairs, we can’t guarantee that we’ll have the exact item at hand. In this case, we will ask to repair with what’s available and is closest to the repaired item or will have to purchase the parts which may incure additional cost.
*SHIPPING*
- We offer FREE shipping for purchases above 250 euros
- We ship UPS to EU and non-EU European countries including UK, Switzerland, and Norway.
- We ship via UPS to US and Canada.
- Customers are responsible for duties/taxes associated with customs and shipping to non EU countries.
- If you are not within our shipment zone, but would like to purchase an item, please write us at info@mdr.studio to inquire.
- Items in stock are shipped within 2-3 business days.
- All items made by me in studio, may take up to 6 weeks or 30 working days. You will be updated upon purchase with an estimation and when the items are made and ready for shipment.
*Privacy*
- MDR.STUDIO only collect necessary information in order for your purchases to go through. This includes, name, contact information such as email and/or phone number, as well as, billing information such as address, payment information etc.
- Our payment is processed through Stripe. Here is there Privacy Policy.
- We do not contact you after the sales process, unless you have agreed to join our marketing newsletter.
- We do not share any information with third parties nor business partners, and only store information of purchases and data that’s collected for tax purposes and to have a point of reference for future support and sales interactions.
- We don’t use any third-party tracking or unnecessary cookies on this site. The only cookies used are one’s necessary to facilitate a smooth shopping experience – i.e if you exit the website with an item in cart, you may be able to go to the site with the same item still in the cart.
- In compliance with GDPR laws you are welcome to email us with any questions regarding your data at info@mdr.studio.