CUSTOMER SERVICE

Our customer service will be happy to help you with your online & in store orders.
By contacting our customer service, you consent to the transfer of your information outside of your country/region.



  1. PAYMENT METHODS
    1. GENERAL

      UYSTUDIO.com accepts the following payment methods:

      • Credit cards : Visa, MasterCard, American Express, Amex.
      • Your card will be charged once the order has been placed. This is where you can save your credit card information so you don't have to re-enter it for future purchases.
      • Apple Pay: Make purchases easily without having to manually enter credit card details or other personal information on websites. Settlement takes place once the order has been placed.
      • PayPal : With PayPal you can shop easily and quickly without having to enter your credit card information on the website. Your account will be charged once the order has been placed. If you do not have a PayPal account and would like to create one, visit paypal.com.
    2. PRE-ORDER ARTICLES
      • Pre-order items are products from the latest collection that can be reserved in advance within a limited time frame. When you purchase a pre-order item, you'll be among the first to reserve a product in your preferred style and size. Estimated shipping date for pre-orders will be clearly stated on the product page. This date is only an estimate and is subject to change.
      • Please note that pre-order items are not guaranteed.
  2. SHIPPING & DELIVERY
    1. TIMES
      • As soon as your order has been dispatched you will receive an e-mail with which you can track your order. Once your package has shipped you will receive an email with your tracking number. All orders are processed automatically and we cannot shorten or add to shipping times. Please note that the date and time of delivery cannot be selected. Our shipping company delivers orders from Monday to Friday during business hours and will make two delivery attempts. If the second attempt also fails, your order will be returned to the sender. Once the order has been placed, it is no longer possible to change the shipping address.
    2. PICK UP IN STORE
      • UY STUDIO offers you the opportunity to collect the items ordered online from our Berlin Showroom at no additional cost. After you have indicated the desired delivery method in your shopping cart, select "PICK UP FROM BERLIN STORE"
      • To pick up your order, you must bring the following with you:
        — A valid identity card
        — The email stating that your item is available in store (order confirmation)
      • If you are unable to collect the order in person, the person who collects the order must bring the following: — A message stating you are authorized to pick up
        — The email stating that your item is available in store (order confirmation)
      • Store pick-up service is subject to our opening hours which are from Tuesday - Friday from 12-7pm & Saturday from 12-8pm

        UY STUDIO
        Pflügerstraße 11
        12047 Berlin
  3. RETURN / REFUND / EXCHANGE
    1. IN STORE
      • Exchanges and returns for credit on goods purchased from our Showroom directly are accepted within 14 days upon presentation of the original proof of purchase (email receipt)
      • Products must be returned in their original packaging and condition, unworn and with the original tag(s) attached.
      • You will receive a credit equal to the original product price valid without expiration. Perfume, lingerie, sunglasses, personalized and altered products cannot be exchanged or returned. Your statutory rights remain unaffected.
    2. ONLINE
      • Exchanges and returns for refunds on goods purchased from our online shop directly are accepted within 14 days upon presentation of the original proof of purchase (email receipt)
      • Products must be returned in their original packaging and condition, unworn and with the original tag(s) attached.
      • For any orders, please feel free to send the return to us via your own means. We recommend that you use a trackable service from your local post office, and use a method with tracking, as we cannot take responsibility for the shipment until it is delivered.
  1. CARE
    • For all ready-to-wear garments we recommend 30° machine wash unless the care label on the inside of the garment states otherwise.
    • We suggest refraining from using softeners of any kind to ensure the garment's durability.
    • All our vegan leather products, especially bags, have undergone a special treatment to keep the leather supple for a long time. In order to preserve the beauty of the products, they must be kept away from moisture and sources of heat. A soft, dry cloth is suitable for cleaning.
  2. REPAIRS
    • All our products are protected by a 1 year warranty against manufacturing defects. If the product is out of warranty and/or damage is caused by the customer, the repair costs will be charged to the customer.
    • An item will be accepted for repair under the following conditions:
      - Proof of purchase is available (sales receipt, gift receipt, proof of payment)
    • All product categories are eligible for a repair except perfumes, customized products, press samples, sales to friends and family.
  3. SUSTAINABILITY

    • UY Studio is aware of its responsibility in terms of sustainability.

      We have always followed a slow production model out of respect for the designs and all of those involved in the production. This has in turn ensured a socially sustainable environment within our direct, operational and public environments. People are at the centre of our existence and continuation, so we always respect the need to ensure safe working environments, fair compensation and quality production. Environmental sustainability is crucial in fashion and strategically developed for each avenue of our business. Key measures of our sustainability are within our sourcing and production practices, ensuring transparency and accountability throughout. All of our operations are done within the EU and allow us to be involved and monitoring of our environmental effects. Within our direct environment we ensure waste reduction, material resourcefulness and continuous efforts to improve on our existing operations as we grow.