At Yomo Studios, we take care to create and package each order with attention to detail. Please review the following shipping, return, and refund terms before placing an order.
This policy applies to products ordered through latelieryomo.com, through social media, or directly from us. Workshops, classes, and events are covered by the Workshops, Classes and Events section of our Terms of Service. In this policy, “business days” means Monday to Friday, excluding public holidays in Nigeria.
1. Shipping Policy
Processing Time
- All made-to-order items require a processing period of 10–12 business days before they are shipped.
- Processing time begins after payment has been successfully received and the order details, including any design details for custom pieces, have been confirmed.
- Made-to-order and customised pieces are created specifically for each customer, so processing times may vary slightly where circumstances require. Larger, more complex, or heavily customised pieces may take longer, and we will let you know as early as we can.
- Delays in receiving payment, design details, approvals, or other information we need from you will extend the processing time accordingly.
- Processing and delivery timelines are estimates, not guaranteed delivery dates. We will keep you informed of any significant delay.
Delivery Time
- Within Lagos: delivery generally takes 24–48 hours after the order has been dispatched.
- Outside Lagos: delivery timelines vary depending on the destination and courier service. Estimated delivery information will be provided where available.
- Once an order has been dispatched, the customer may receive relevant delivery or tracking information where available.
- Unless stated at checkout or agreed with us in writing, we deliver within Nigeria only. Where we agree to ship internationally, the customer is responsible for any customs duties, taxes, and import charges, and delivery times will be confirmed at the time.
Delivery Address and Failed Deliveries
- You are responsible for providing a complete and accurate delivery address and a reachable phone number. Please check these carefully before placing your order. Address changes must be requested before dispatch and cannot be guaranteed once an order has been dispatched.
- If a delivery fails because of an incorrect address, an unreachable phone number, or no one being available to receive the package, additional charges may apply for re-delivery.
- Refunds are not available for customised items that could not be delivered because of incorrect details provided by the customer or the customer’s unavailability.
Delivery Risk and Inspection
- Once an order has been delivered to the address you provided, responsibility for the item passes to you.
- Please inspect your order promptly on delivery. We recommend recording a short unboxing video, which helps us resolve any damage claim quickly.
- If a package appears to be lost in transit, contact us as soon as possible and we will work with the courier to resolve it.
Shipping Costs
Shipping fees are separate from the product price unless otherwise stated. Delivery charges may vary according to the destination, package size, weight, and courier used. Any applicable delivery charge will be shown or confirmed to you before you complete payment.
2. Returns Policy
This section applies to standard items that are not customised or made to order, and to any other item that we have expressly confirmed may be returned.
- Return requests can only be made within 48 hours of delivery.
- You must contact us and receive approval before sending anything back. We will provide return instructions. Items sent back without prior approval may not be accepted.
- Items must be returned unused, in their original condition, and with their original packaging where possible.
- Proof of purchase or order confirmation may be required.
- Customers are responsible for ensuring that returned items are securely packaged, and for the cost and risk of return shipping, unless the return is needed because of an error on the part of Yomo Studios or because an item is defective or not as ordered.
- Once we receive a returned item, we will inspect it and confirm whether the return is accepted. If an item is not in the condition required, we may decline the return or issue a partial refund that reflects any loss in value.
3. Customised & Made-to-Order Items
Customised, personalised, and made-to-order items cannot be returned or refunded. These pieces are created specifically to a customer’s order and therefore cannot be resold as standard stock. This includes items where you have chosen colours, sizes, names, text, or other design details. Please check your order details, colours, and spelling carefully before confirming, as we produce items exactly as confirmed.
This does not affect your rights when an item arrives damaged, defective, or materially different from what was agreed (see Section 4), or any rights you have under applicable law, including the Federal Competition and Consumer Protection Act 2018.
4. Damaged, Defective, or Incorrect Items
- Items that have been damaged through the customer’s handling, misuse, negligence, accident, or other customer-related cause cannot be returned or refunded.
- If an item arrives damaged or defective, or is not what you ordered (including a made-to-order item that does not match the design you confirmed), please contact Yomo Studios within 48 hours of delivery and provide clear photographs (and a short video where possible) and your order details. We may ask you to return the item or provide further information. We will review the issue and determine the appropriate resolution, which may include repair, replacement, or refund.
- Because our pieces are handmade, minor natural variations in colour, texture, or finish are not defects (see our Terms of Service).
5. Order Changes and Cancellations
Because we begin work on orders quickly, changes and cancellations are only possible before production has begun. Please contact us as soon as possible with your order number and we will confirm whether production has started.
- If production has not started, we will amend or cancel your order and refund any payment made.
- Once production has begun, including sourcing materials or pouring resin, custom orders cannot be cancelled or refunded, and any deposit paid is non-refundable.
- We may cancel an order if we are unable to fulfil it, for example because materials are unavailable or a requested design is not feasible. In that case, we will refund any payment made for that order in full.
6. Refunds
- Where a refund is approved, it will generally be processed within 7–10 business days of approval or, where a return is required, of our receiving and inspecting the returned item.
- Refunds will normally be made to the original payment method, subject to the payment provider’s processing times.
- Shipping or delivery fees are generally non-refundable unless the issue resulted from an error on the part of Yomo Studios.
- A refund is not available for customised or made-to-order items, or for items damaged after delivery through customer handling, except where the item is defective or not as agreed, or where required by law.
- Where appropriate, and with your agreement, we may offer a replacement or store credit instead of a refund.
7. Non-Returnable Items
- Customised or personalised items.
- Made-to-order items.
- Items damaged through customer handling, misuse, negligence, or accidents.
- Items marked as final sale.
- Gift vouchers and digital products.
- Items for which a return was not requested within 48 hours of delivery or was not approved by us.
Nothing in this policy limits any rights you have under applicable consumer protection law that cannot lawfully be excluded.
8. How to Request a Return or Report an Issue
To request a return or report an issue with an order, contact Yomo Studios within the applicable 48-hour period at support@latelieryomo.com or WhatsApp +234 708 499 4415. Please include your order number, proof of purchase, a description of the issue, and photographs (and video where possible). We aim to respond within two business days.