Frequently asked questions at USTUDIO online store including delivery costs, delivery timescales, international orders and return policies.
UK Mainland orders
We ship to all UK Mainland addresses. Shipping choices and charges are calculated by weight and size and we offer the following shipping options:
Small items / large letter size
Royal Mail 48: (delivery aim 2/3 working days but not guaranteed; fully tracked): £3.50
Royal Mail 24: (delivery aim next working day but not guaranteed; fully tracked): £5.00
Medium Parcels between 1-2 kgs
Royal Mail 24: (delivery aim next working day but not guaranteed; fully tracked): £8.00
Royal Mail 48: (delivery aim 2/3 working days but not guaranteed; fully tracked): £6.00
Large Parcels between 2-20 kgs
Royal Mail 24: (delivery aim next working day but not guaranteed; fully tracked): £12.00
Royal Mail 48: (delivery aim 2/3 working days but not guaranteed; fully tracked): £10.00
Any order over £50 is free delivery and will be shipped using a Tracked 48 service.
Delivery methods are auto-calculated at checkout and are dependent on size and weight.
Orders received by 2pm will usually be dispatched same day. Note: We do not dispatch orders on Saturdays or Sundays.
We do not dispatch orders on weekends, but otherwise all orders received by 1pm will usually be dispatched same day.
Royal Mail - we use Royal Mail 24 or Royal Mail 48 services on all parcels.
Royal Mail 24 aims to deliver next working day for orders placed before 1pm but it is not guaranteed.
Royal Mail 48 aims to deliver in 2/3 working days for orders placed before 1pm but it is not guaranteed.
Both services are fully tracked.
You are free to alter or cancel your order up to the point of dispatch with no penalty.
After the item has been dispatched a cancellation request will only be accepted via our returns procedure. Please wait for the goods to arrive with you before requesting a return.
Changes to delivery addresses are very difficult to manage once the courier has collected any parcel. USTUDIO cannot be held responsible for customer errors on shipping addresses. We will do our best but usually the delivery will be attempted to the address supplied and then returned to us on failure of delivery. We would then contact you with options for redelivery (there may be a surcharge for this.)
Our cut off for dispatch is 1pm every working day (not inc. Sat/Sun).
We want you to be completely happy with your purchase so if for any reason you are not satisfied, you may return the item for a refund.
Damaged or Faulty items may be returned FOC.
Returns for any other reason will incur a shipping surcharge.
Please follow these steps to return your order:
Damaged Items: take a photograph of the damage to the item and attach to upload section of the returns form (link above). Please quote your order number in all correspondence.
We will then advise on whether the item should be collected or a refund issued without collection of the damaged item.
Returns: if you wish to return an item please let us know using the returns form above. Again, please quote your order number in all correspondence. We will then give instruction on how to return the unwanted item and issue a returns label where applicable.
Please note that we are unable to offer free collection of unwanted items and it is the responsibility of the customer to ensure the safe return of the item before a refund is issued. Please reuse the original packaging and make sure the item is packed safely for transit.
During the returns procedure the customer will usually be supplied with a return label. The cost of this return will be deducted from any refund issued.
For most parcels the cost will be between £4 - £6 depending on size and weight.
We will advise you if the cost is likely to exceed this amount.
Note: that if a customer refuses to accept the goods from our nominated courier for any reason other than clear and obvious damage to the box or shipping container or product, or the customer does not provide the correct information necessary for delivery of the order and subsequently the products are returned to us, we reserve the right to charge a discretionary restocking fee of up to £10 per item.
To exchange a product you must return the unwanted item and purchase the item you would rather have as a new transaction. Once the returned item has arrived back at USTUDIO we will issue a refund.
If the exchange is down to a picking error or clear and obvious damage to the item we will send out the correct item free of charge. We will ask for you to return the item picked in error but at our expense and you will not have to wait for the return before being sent the correct item.
We currently ship to the following countries / territories:
USA / Canada
Australia / New Zealand / Japan / Singapore / South Korea / UAE
Mainland Europe (EU) / Norway / Switzerland / Iceland
All overseas orders are currently shipped DAP (delivered at place.)
This means that the customer is responsible for any import duty, local tax and any handling surcharge by the shipping company.
Note : We do not charge UK VAT on export orders.
The current UK VAT rate of 20% will be removed from the order value at checkout if the delivery address is outside of the UK.
Please note, that if you refuse to accept the goods from our nominated courier for any reason other than clear and obvious damage to the box or shipping container or product, or do not provide the correct information necessary for delivery of goods and subsequently the products are returned to us, we reserve the right to charge a discretionary restocking fee of up to £10 per item.
The estimated time of delivery for international parcels is 5 to 10 working days throughout most destinations worldwide. Some remote destinations however can take a little longer.
Shipping charges are calculated by weight and size as follows:
Small items (up to 0.5 kg) - Royal Mail £10
Larger items (up to 2 kgs) Royal Mail - £15
Over 2 kgs - UPS - £20
U.S. | Canada | RoW
Small items (up to 0.5 kg) - Royal Mail £15
Larger items (up to 2 kgs) Royal Mail - £25
Over 2 kgs - UPS - £40 (USA only)
Cut off for processing via courier is 2pm Mon-Fri for international delivery. Orders received after this will not be collected until the following day.