Refund policy
We want you to love your upbeads. If you're not completely satisfied, you may return your order within 14 days of the delivery date.
Conditions
- Items must be unused and in their original packaging.
- Gift cards are non-refundable.
- Return shipping costs are the responsibility of the customer.
- You are fully responsible for the returned item until it arrives at our studio. Please use a tracked shipping service and keep your tracking number until we confirm receipt.
How to Return
- Contact us within 14 days of delivery at hello@upbeads.com . Please include your order number.
- Ship the item to: upbeads, Loewenstrasse 29A, 20251 Hamburg, Germany. Include a note with your order number inside the package.
- Receive your refund. Once we receive and inspect your return, we'll process your refund to your original payment method within 5–10 business days.
Returns from Outside the EU
If you are returning an item from outside the European Union, please ensure in addition the following to avoid customs issues:
- Clearly mark the parcel as "Return" on the customs declaration.
- Declare the value as 1 €.
We are unable to accept returns that are held at customs or that result in customs fees on our end. If your return parcel is not labelled correctly and we are charged import duties for receiving our own product, we reserve the right to decline the return and deduct any fees from your refund.
If you have any questions, don't hesitate to reach out — we're happy to help.