Customer Care

At Ushu, every piece we create carries a story, and we want your experience with us to be just as thoughtful. On this page, you’ll find answers to frequently asked questions and a way to reach out directly. Whether you have a question about your order, our process, or just want to connect, we’re always happy to hear from you.

Have any questions or concerns?

We’re always ready to help!

What is Ushu Studio?

Ushu is a celebration of Colombian heritage, rooted in tradition and crafted with purpose. Our name comes from “Oushu,” meaning “grandmother” in Wayuunaiki, a native language of Colombia. It’s a tribute to the women who have passed down knowledge and traditions through generations. We work with skilled artisans who use ancestral techniques to bring each piece to life. Every creation is made on demand with care and intention, honouring both the craft and the culture it represents.
How can I contact Ushu Studio if I have questions?

You can reach us at info@ushustudio.com for any inquiries. Whether you have questions about sizing, customization, or product details, we are here to help!
Do you offer any discounts or promotions?

We occasionally offer promotions and discounts. To stay updated, sign up for our newsletter or follow us on social media for exclusive offers.
What should I do if my order is faulty or not as described?

If your item is faulty, not as described, or unfit for its intended purpose, please contact us immediately at info@ushustudio.com. Under the UK Consumer Right Act 2015, you are entitles to a repair, replacement, or refund. For approved claims, we will cover the return shipping costs and resolve the issue promptly.
How do I take care of my macramé piece?

Each piece in our collection is carefully handcrafted by artisans in Boyacá, Colombia, preserving the rich tradition of macramé. The uniqueness of every product lies in its intricate design and cultural significance, making it not just an accessory, but a piece of history. Care Instructions for Your Macramé Pieces: Store in a dress holder or fabric cover to prevent tangling. Lightly spray with water before use to improve drape and smooth any fringes (if applicable). Professional dry cleaning only. Avoid using traditional irons; use a steamer if needed.
Can I cancel my order?

Due to the custom-made nature of our products, we do not accept cancellations for change of mind. Under UK law, you have the right to cancel your order within 14 days, but this does not apply to made-to-order items. For more details, please see our Product and Return Policy.
What is your warranty policy?

We ensure that all our products are inspected for quality before shipping. If your piece has a manufacturing defect, please notify us within 30 days of receipt, and we will repair it at no additional cost within 40-50 days. For more information on our warranty policy, please refer to our Return Policy or to Terms and Conditions.
Are your products available for international shipping?

Yes, we offer international shipping. Please note that as the importer of record, you are responsible for complying with the laws and regulations of your country. Additional customs duties and taxes may apply, which are your responsibility. For more information on shipping rates, delivery times, and any additional costs, please refer to our Terms and Conditions.
Can I customise my order?

Yes! We offer customization on certain designs and can also create fully custom-made pieces tailored to your preferences. If you’d like to modify an existing design or create a completely bespoke piece, please contact us via email at info@ushustudio.com before placing your order. Additional costs may apply for customisations.
How long will it take to receive my order?

As our products are made to order, we aim to dispatch orders within 40-50 days. Shipping times may vary depending on your location and the courier service used. You will receive a notification when your order has shipped, along with tracking information where available.