Returns.

We want every JockoStudio piece to arrive as expected. The terms below apply to purchases made through jockostudio.com.

Standard pieces — 14-day withdrawal

You may notify us within 14 calendar days after delivery that you wish to return a standard, non-personalised piece, without giving a reason. You may inspect it as you would in a shop. Where law permits, you may be responsible for diminished value caused by handling beyond what is needed to establish its nature, characteristics and condition. Reuse the original protective packaging where reasonably possible for safe transit; its absence does not remove mandatory rights.

Return deadline and dispatch

For an eligible standard piece, notify us within 14 calendar days after delivery, then dispatch it within 14 calendar days after your notice. Any stronger mandatory local right continues to apply.

Custom and clearly personalised pieces

The change-of-mind right may not apply to a non-prefabricated piece made to your individual measurements or a piece that is clearly personalised, but only where the legal exception applies. Preparing a standard catalogue item after purchase does not by itself remove mandatory withdrawal rights. We will always help if a custom piece arrives damaged, defective or different from the confirmed order.

How to request a return

Notify us within the applicable deadline through the withdrawal form, contact form or another clear statement and include your order number. A reason is optional for a statutory withdrawal. Send the parcel with tracking to the published German return address and follow any case-specific carrier or customs instructions. Prior approval is not required where a statutory withdrawal right applies.

Submit a clear withdrawal notice →

Transit damage, faults and incorrect items

If an order arrives damaged, faulty, incomplete or incorrect, contact us as soon as reasonably possible—preferably within 48 hours—with the order number and photographs of the artwork, packaging and shipping label. The 48-hour request helps us with the carrier but does not remove mandatory rights. Depending on the circumstances and applicable law, we will arrange repair, replacement, price reduction or refund and cover reasonable return costs.

Damage after delivery

We do not cover damage caused after delivery by water, direct sunlight, excessive heat or humidity, improper mounting, misuse, unauthorised alteration or failure to follow care instructions. This applies only to damage caused by those circumstances and does not limit rights relating to a separate defect that existed at delivery.

Natural variation

Preserved botanical materials naturally vary in colour, texture, density and shape. Minor variations consistent with the description and representative photographs are not defects. This does not cover a piece that is materially different from what was ordered or advertised.

Return costs and fees

The customer is responsible for the return label and return shipping cost for a change-of-mind return. JockoStudio covers reasonable return costs when the piece is damaged, defective or incorrect. We do not charge a restocking fee.

Refunds

Refunds are issued to the original payment method within 10 days after we receive the returned piece or evidence that it was sent, and always within any shorter mandatory deadline. We may withhold a withdrawal refund until then where law permits. A statutory withdrawal refund includes the least expensive standard outbound delivery charge actually paid, if any; extra express charges are not refundable. Any lawful deduction for diminished value will be explained.

After the change-of-mind period

After the 14-day change-of-mind period, we do not ordinarily accept discretionary returns. Rights relating to faulty, damaged, misdescribed or otherwise non-conforming goods continue for as long as applicable law requires.

Exchanges

Direct exchanges are not offered. If a standard piece is eligible for return, return it and place a new order for the preferred size, frame finish or composition.

Your legal rights

We are under a legal duty to supply goods that conform to the contract. This policy does not limit mandatory consumer rights or remedies that apply in your country. If local law gives you stronger protection, those rights continue to apply.

Contact us about a return →