STUDIOCULTReviews of studiocult.co

Response from STUDIOCULTNov 20, 2025

Hi C, thank you for your feedback. I wanted to address some of the comments you’ve made based on your experience with us. We have record of a customer support ticket you opened on July 20th, 2025. In this communication, you explained that you paid for expedited shipping and that your package was delayed, so we promptly refunded your shipping due to the carrier delay. Days later, we reached a consensus with you that the original package may have been lost in transit, at which point we went right ahead and re-shipped your package (7/22/25). A few days afterwards, we noticed that tracking did not populate for your second package because it had been re-processed manually, an issue that we addressed with our warehouse immediately upon discovering. We explained the context of this delay to you, letting you know that your package was affected by a warehouse issue and would be on its way ASAP. I understand/would imagine that this felt like a series of inconveniences in your package’s journey, which is never ideal. We’re just as disappointed when a customer has an issue with their order, much less a few issues. We’re very sorry for the multiple inconveniences that occurred during this time. Unfortunately, once you opened a chargeback with us and stopped communicating in the ticket, we had no ability to rectify the situation further as Shopify froze the amount that we would be able to refund. This, plus the fact that we had no more open line of communication with you, left us with no choice but to close the ticket out on 7/30/25. We hope you have a better shopping experience next time, whether it’s with us or someone else. Thank you for your time.

Response from STUDIOCULTNov 20, 2025

Hi Aleni, I apologize for the experience you’ve had with us and our customer support. I tried to pull up your order and ticket, but unfortunately couldn’t find this exchange in our system. I wanted to clarify that we do have a policy in place stating that we cannot take exchanges on earrings due to hygienic and safety reasons. This is on our website under each listing. We unfortunately cannot make any exceptions to this policy, as we cannot safely resell earrings that have been unsealed. In this review, you did state that they were unopened - if you’d be so kind to email us with your order number at [email protected], I’d love to pull up your order/ticket and give it a second review myself to make sure we didn’t miss anything here! Apologies again for the inconvenience and hope to hear from you soon.

Response from STUDIOCULTNov 20, 2025

Hi Reggie! I apologize that this response is coming in this late, but I just wanted to address some things in your review :-) First off, I’m sorry this occurred with your order, nothing is more frustrating than receiving a package and discovering it wasn’t what you ordered! After looking into your ticket, I saw that our customer support fixed this issue one day after your package arrived. Transparently, you had emailed us at 8:50 PM on November 18th, 2024 and we responded top of the morning on the 19th. Unfortunately, we are offline between the hours of 6 PM EST - 10 AM EST. We noticed you left this review immediately after receiving your package and before we were online to take your request. It does look like according to our records that we made a replacement order for you that week. We would love to know if you received that replacement and also want to remind you that if you ever need anything else, don’t hesitate to reach out to us at [email protected]!

Response from STUDIOCULTNov 20, 2025

Hi there. We’re sorry for the delay in this response, but wanted to make sure we addressed your review, as some things have since changed with our business policies. First off, I’m very sorry if our shipping insurance at the time was not presented to you as an option to protect your order. Unfortunately, once a package leaves our warehouse, it's journey is in the hands of the carrier, which means we can’t control delays or shipping issues. Previously, those costs for lost packages were recoupable with our shipping protection. Since then, we have changed our policy. If a package is lost in transit or stolen once delivered, we have a firm commitment to replace those orders, as it should not fall on the customer. We will always try and assess the situation thoroughly before we ship out a new package, as sometimes there are false notifications or delays, but if there is no movement within 1-2 weeks of your package being in transit, we take those measures to replace the package. I’m sorry you were not met with a better solution and left to be disappointed. If you ever need anything, we’d be happy to assist you more appropriately next time. Please don’t hesitate to reach out to our support at [email protected].

Response from STUDIOCULTNov 20, 2025

Hi Kandi. I’m sure this situation is far in the past and not on your mind anymore, but we still wanted to leave a response today :-) While this is no excuse, STUDIOCULT is a very small, ever-growing business and I wanted to address that many things have changed since you were last in touch with us. Your issue should have been resolved promptly and sensitively and I apologize that our team did not take care of you appropriately. We take pride in our new policies that put the customer first, especially when a package or product does not show up in the conditions (or show up at all for that matter) or quality that you expected. Lost or stolen packages should never fall on the customer and we’re happy to share that we are readily available to assist if these issues arise. If you ever need anything, please don’t hesitate to reach out to our support team at [email protected].