faqs

How long does my order take to ship?

We typically produce a limited stock and thus, items may need to be made per order. Please allow 5-7 working days to process your order before shipping. This may be longer for some items. We work with a variety of couriers to facilitate shipping. You will receive tracking information once the order is dispatched.

Do you offer international shipping? 

Yes, we ship worldwide! Custom dues are paid by the customer. 

International orders are sent out via UPS and/or DHL. Shipping times depend on final destination country.

We try our best to make sure duties on our products remain low but if you are an international buyer, some duties may apply.

What is your return policy? 

We encourage intentional shopping to reduce waste and over-consumption, but if a return is necessary, our policy is here to guide you through the process.

Exchanges will be accepted for a different size, all exchange requests must be made within 14 days of receiving your order by emailing info@janusstudios.co.uk. Exchanges are only processed upon receipt of returned item(s) and are based on stock availability. 

Returns for refund to original payment method must be requested within 14 days from the delivery date by emailing info@janusstudios.com. Once we approve your return request, UK customers have a further 14 working days to send the return back, international customers have 21 working days. We must receive it within this time. 

Shipping fees are not refunded and we do not cover shipping costs for returns.

Customs fees are not refunded as these are collected by your local authorities, not Janus Studios Ltd. If you wish to claim a tax refund please contact your local authorities with proof that you have returned the goods you paid tax on. Customers outside the UK must mark on their customs label "returned goods". Janus Studios Ltd is not liable to pay custom fees on returned goods sent back to the UK.

Return costs are not covered by Janus Studios, returns can be sent back with the shipper of your choice. You must email us tracking details once you have dispatched your order.

Returns must be sent back in their original condition, tag attached, unworn and unwashed. We will not accept clothing that shows any signs of wear.

Janus Studios reserves the right to refuse any returns which do not meet our return policy requirements or are returned without a request on the system. 

If your item is faulty (not including faults due to signs of wear or mistreatment) you have 2 months to contact us about the fault and return it to us. You will be either be offered a repair, replacement, partial or full refund totalling the value of your purchase depending on your situation. If your item arrives faulty and is in unworn condition with tags, please contact us within 14 working days for a full refund or replacement.

All returns are processed in our studio once a week, so you should receive a notification that a refund or exchange has been processed within 7-10 working days of it arriving to us. Refunds are sent to the original payment method, it may take up to 10 days for this refund to appear in your account.

How do I make a purchase?

Search through all products, select the item(s) you want and pick a size and add to basket. Once you are happy with your items click make payment.

How do I know if I have successfully placed an order?

You will get an automated email to confirm your order. Once your order has been processed you will get and email saying that your order has been dispatched.

I have not received my order confirmation email?

If you have not received your order confirmation email, it can be one of two things. The email may have gone into you junk folder. If it is not there, it could be that your order has not been processed correctly. In this case no money should be taken. Please contact us so that we can help resolve this.

Where is my order?

We are very sorry you have not received your product(s) in the timescale you expected. All orders are processed within one week of placing the order. Delivery time is dependant on your location, you will receive tracking information when your order is dispatched. Please contact us if you have any queries or concerns regarding the status of your order.  

My item is out of stock and I really want it!

We aim to restock products regularly, but if your item is not in stock, simply contact us with what product it is and we will help you out. Once the product is back in stock you will be the first to know.

Please note if you no longer see the product you want on our product pages, it will not be coming back into stock.

Will I receive the same product that I see in the photo?

Yes although colours may appear different on different screens. We try our best to represent the product as accurately as it is.

Can I cancel my order?

We want to ensure that ours customers receive their orders as soon as possible. This means that once your order has been dispatched, you will be unable to cancel it. You can however return your order once you receive it. 

What payment methods do you accept?

We accept Visa, Visa Debit / Delta, Visa Electron, MasterCard Debit, MasterCard, UK Maestro, American Express, and Apple Pay. 

All transactions are encrypted for your safety.

Credit cards can be subject to a fee.

Please check out our privacy policy to see how we handle your data.

Do you have a physical store?

Janus Studios is an online brand, so unfortunately we do not have a physical shop. However, we do host popups up and down the UK and sometimes internationally. To keep up to date with our popups follow us on Instagram and Tiktok where we post regularly about events. Also subscribe to our newsletter. Those on our list are the first to know about events.

How can I contact you?

Please visit our contact us page for details on how to get in touch.