Help
Delivery & Returns
Everything you need to know about getting your setsuna piece to you, and what to do if it's not quite right.
Made to order
Dispatched within 2–3 working days
Free UK delivery
On all orders over £115
14-day returns
Free returns within the UK
Delivery
All setsuna pieces are made to order. Please allow 2–3 working days for your order to be made before it's dispatched.
UK delivery
USA & Canada delivery
Please note
- Delivery times are estimated from the date of dispatch, not the date of order.
- Once your order has been dispatched, you'll receive a confirmation email with tracking information.
- We're not responsible for delays caused by customs or courier services.
- International orders may be subject to customs clearance, which can affect delivery times. Any customs duties or import taxes are the responsibility of the customer.
Returns & refunds
We want you to love your setsuna piece. If it's not quite right, we offer returns within 14 days of delivery. UK returns are free. For international orders, return shipping costs are the responsibility of the customer.
To be eligible for a return, your item must be unworn and unused, in its original packaging and in the same condition you received it. You'll also need the receipt or proof of purchase. All sales of bespoke pieces are final.
How to start a return
Log into your account and choose the order you'd like to return from your order history. You can also email us at hello@ateliersetsuna.co.uk.
Once your return is accepted, you'll receive a prepaid return label and instructions.
Send your piece to the address below. Items sent back without first requesting a return can't be accepted.
Returns address
setsuna
Unit 89
275 New North Road
London
N1 7AA
United Kingdom
Refunds
Once we've received and checked your return, we'll let you know if your refund is approved. Approved refunds go back to your original payment method within 10 business days.
Cancellations
Cancellations are accepted within 2 hours of purchase. As each piece is made to order, we start making it shortly after you order, so we can't accept cancellations after this. If you need to cancel or change your order, please contact us as soon as possible.
Exchanges
We don't offer direct exchanges. If you'd like a different piece, please return your original order for a refund and place a new one.
Damaged or wrong item
Please check your order when it arrives. If it's damaged, faulty or not what you ordered, contact us straight away and we'll make it right.
Late refunds
Your bank may take a few extra days to process the refund. If more than 15 business days have passed since we approved your return, please get in touch.
Still have a question?
We're happy to help with anything about your order.