Returns and redos
Wrong size wall, doubled order, or a box that arrived worse for the trip. Here is how it gets sorted.
Returns go through the retail partner
Because the retail partner processed the order, they also run the returns desk. Start from the order page in your confirmation email: it lists the return window, the steps and the label options for your specific order. That page beats writing to us by several days.
When a marker misbehaves
A single pale or skipping pen out of a large set is usually settled pigment, not a defect. Shake it capped, prime it on scrap paper, and see our care guide for the full first-aid list. If a marker is genuinely faulty, note it in the retail partner's return flow, and email the studio too: [email protected]. Fault reports change what we fix at the factory.
What we do on our side
We read every fault report that reaches the studio. Tip wear, valve issues, colors that dry differently than the cap suggests: these reports have already changed two of our packaging decisions. Even when the retail partner has made you whole, telling us what went wrong makes the next box better.