Refund policy

RETURN & REFUND POLICY

Last updated: March 4, 2026

At Naima Wool Studio, we maintain a transparent return policy to protect both our customers and the integrity of artisanal craftsmanship.

1. Ready-to-Ship Items (30-Day Returns)
Items from our Ready-to-Ship collection may be returned for a full refund to the original payment method within 30 calendar days of delivery.
We do not offer exchanges for Ready-to-Ship items; however, they can be returned for a full refund

To qualify for a return, the item must be:

• unused and in original condition;
• free from stains, odors, wear, or damage;
• free from evidence of professional or commercial use, including staging, photography, or mounting;
• returned with all original packaging and accessories;
• returned with any intact security tag, if present.

Minor variations in color, texture, and dimensions of 3–5% are normal characteristics of handmade textile art and are not considered defects.

2. Made-to-Order & Custom Items (Final Sale)
All custom commissions and made-to-order pieces are Final Sale. These items cannot be returned, exchanged, or cancelled once production begins.

3. Return Process
To start a return, email studio@naimawool.com with your order number and photos of the item. Once approved, we will provide a Return Authorization (RA) number and shipping instructions.

4. Return Shipping
For non-defective returns, the buyer is responsible for return shipping costs via a trackable and insured courier such as DHL or FedEx.

5. Damaged or Defective Items
Report transit damage within 48 hours with photos. If a defect is confirmed, we will cover all costs for repair, replacement, or a full refund.

Contact Information
Business Name: Naima Wool Studio
⟟ address: Bldg. 17/1, 11th microdistrict, Bishkek, 720049, Kyrgyzstan.
☏ Email: studio@naimawool.com
✉ Phone: +996504881103

We reply to most emails within 6-12 business hours (Mon–Fri).