Shipping + Returns at USTUDIO Design

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Hello! Here are some useful answers to frequently asked questions at USTUDIO Design including explanations of delivery costs for UK and International Orders, delivery for both UK and International timescales and details of our return policy.

Shipping & Delivery

We have several shipping options open for UK delivery.

Royal Mail Tracked 48 - delivery aim is 2 working days. Note this is not a guaranteed delivery timescale.

Royal Mail Tracked 24 - delivery aim is 1 working day. Note this is not a guaranteed delivery timescale.

Special Delivery - guaranteed next day delivery Mon-Sat. There is no Sunday delivery option on this service.

Cut off for orders is 1pm to be processed and collected. Any order received after 1pm will be processed with the following days batch.

Royal Mail 48 - £3.50

Royal Mail 24 - £5.00

Special Delivery - £8.00

Yes, we have a low free shipping minimum and offer free shipping for any order over £12.00

Free Shipping will go out on our 48 hour service.

Yes, we can ship our products to the following areas:

Mainland Europe (EU) + Norway + Switzerland + Iceland

USA + Canada

Australia + New Zealand + Japan + Singapore + South Korea + UAE

Please note that free shipping is not applicable for international orders and that shipping rates could vary depending on your region.

The estimated time of delivery for international parcels is 5 to 14 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 £15

Larger items (up to 2 kgs) Royal Mail - £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 is 1 pm Mon-Fri. Orders received after this will not be collected until the following day.

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 that paper goods such as greeting cards are generally set 0% for import duty but VAT and handling charges may still apply.)

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.

Payments & Safety

All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express, and Discover.

Yes, we accept online payments. All payment processing and vital customer information is quick, easy, and secure.

Learn more about our store's safe checkout experience (powered by Shopify) here.

For more insight, you may also want to read Shopify’s Terms of Service here or Privacy Statement here.

We accept payments from major credit card companies like Visa, Mastercard, and American Express.

Returns & Refunds

Yes, we want every customer to be happy with their purchase so we do offer full and partial refunds.

Please follow the link for more information about our Refund policy.

A refund request can be submitted within 14 days after the purchase is made.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging - we need to be able to resell the item to be eligible for a return unless the product is faulty.

You’ll also need the order number and email address used as proof of purchase.

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods if opened (such as beauty products). Please get in touch if you have questions or concerns about your specific item.

All return shipping costs are paid by the customer. We will provide you with a returns label and deduct the cost of return shipping from the refund.

Typically this will be between £3 - £5 but on very large orders or overseas orders this could be more.

There are 2 ways to submit a return.

a. With an account:

If you have a customer account set up with USTUDIO Design please follow the instructions below.

Log in to your account. You can log in to your account from site footer, from the homepage icon or by clicking the link here >

1. In the email field, enter your email address, and then click Continue.
2. We will then send you an email to log in. Open the email sent from our store and copy the six-digit verification code included in the email.
3. Return to the ustudio.design and enter a six-digit verification code.
4. Select the order that you want to submit the return for.
5. If your order has more than one item, then select the items that you want to return.
6. Select a return reason and add a note for the store.
7. Click Request return.

If your return request is approved and requires shipping, then you receive an email with shipping instructions. After the product is received back by us, we will issue a refund.

b. Without an account : 

If you did not set up an account prior to ordering you must contact us via our contact page >

You will need to quote your order number and reason for return in the message. If your return is accepted, we’ll send instructions on how and where to send your package.

Note: Items sent back to us without first requesting a return via the form will incur a £10 restocking fee.

Once a return has been authorised we will send you instructions for returning the item. Please ensure the item is well packaged so as to arrive with USTUDIO in re-sellable condition. 

To make an exchange, you will need to order the replacement item as a new order which we will process as a separate order to the original. When you return the unwanted item we will refund the original order. You do not have to wait for the return to be refunded before triggering the exchange, but may wish to wait for the money to be returned before placing the new order. 

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Please note, that if a customer refuses the acceptance of goods from our nominated courier for any reason other than clear and obvious damage to the box or shipping container or product, or does 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.


Returns within 14 days receive a full refund.

Worldwide shipping

We ship internationally - rates available at checkout.

Customer Support

please contact via our contact page