Shipping Policy

Last updated: 20 August 2026

We ship worldwide from the United Kingdom. Shipping rates and delivery estimates are calculated at checkout and depend on your delivery address, basket value, and the shipping method selected.

Free Shipping

Free shipping is available worldwide on orders above a minimum basket value. The threshold that applies to your destination is displayed in the banner at the top of the Site and confirmed at checkout once you enter your delivery address.

Order Processing

Orders placed before 12:00 noon UK time on a working day are processed and dispatched the same day. Orders placed after noon, or on weekends and public holidays, are dispatched on the next working day. You will receive an email notification once your order has been dispatched.

During peak periods (sale events, product launches, holiday seasons) dispatch may take an extra working day. We will note any temporary delays prominently on the Site.

UK Delivery

All UK orders are sent via Royal Mail Tracked 24, typically 1 to 2 business days from dispatch. Full tracking is included as standard.

International Delivery

All international orders are sent via Royal Mail International Tracked, with full tracking from dispatch through to delivery. Royal Mail's stated aim is 6 to 7 business days. Realistic delivery windows are:

• Europe: 5 to 10 business days
• United States and Canada: 7 to 14 business days
• Rest of world: 10 to 21 business days

Delivery times for international shipments are estimates only and may be affected by customs processing, local carrier capacity, and seasonal demand.

Carrier Choice

We may use alternative carriers (such as USPS, Amazon Logistics, or local postal partners) at no additional cost where this provides faster or more reliable delivery. The tracked service level you select at checkout will be honoured regardless of which carrier we use.

Customs, Duties, and Import Taxes

International orders may be subject to import duties, VAT, customs fees, or other charges imposed by the destination country. These charges vary by country and are determined by local authorities.

United States: All orders to the United States are shipped DDP (Delivered Duty Paid). Any applicable import duties or fees are calculated and paid by us at the point of shipment and are included in the price shown at checkout. There will be no additional charges to pay on delivery.

Europe: Customers in European Union countries should be aware that local import VAT may be charged on delivery before the parcel is released. We have seen this applied to our products in some EU destinations. These charges are imposed by local customs authorities and are the responsibility of the recipient. The amount varies by country and basket value.

Rest of World: For all other destinations, our products have generally not attracted import duties or local taxes in our experience, but local rules can change and we cannot guarantee that no charges will apply. Any charges imposed by local authorities remain the responsibility of the recipient.

If a parcel is refused or returned to us due to unpaid customs charges, we will issue a refund minus the original shipping cost and any return charges incurred.

We are not able to predict or refund customs charges imposed by local authorities, except where we have prepaid them as part of a DDP service.

Tracking Your Order

You will receive an email with tracking information once your order is dispatched. Please allow 24 to 48 hours for tracking information to update after dispatch.

If your tracking has not updated for several days, this is usually a scanning gap rather than a lost parcel. If you have concerns, contact us at info@octagonstudio.com and we will investigate with the carrier.

Delivery Issues

Incorrect address: If you provide an incorrect or incomplete delivery address, we are not responsible for non-delivery, delays, or additional charges to redirect or redeliver the parcel. Please check your address carefully at checkout. We can update an address only if the order has not yet been dispatched.

Failed delivery: If you are not available to receive a parcel that requires a signature, the carrier will follow their standard process (leaving a card, attempting redelivery, or holding the parcel at a local depot or post office). If a parcel is returned to us as undelivered, we will contact you and may charge for redelivery.

Refused parcels: If you refuse delivery of a parcel, we will treat the order as a return. A refund will be issued for the product cost only (excluding original and return shipping) once the parcel has been returned to us in resaleable condition.

Damaged parcels: If your parcel arrives visibly damaged, please refuse delivery if possible, or accept it and contact us within 7 days of delivery with photos of the item and packaging. We will arrange a replacement or refund.

Lost Parcels

A parcel is considered lost when:

• UK orders: 10 working days have passed since the expected delivery date with no tracking updates
• International orders: 20 working days have passed since the expected delivery date with no tracking updates and the carrier has confirmed the parcel cannot be located

These thresholds are set by the carrier and are required before we can submit a formal loss claim. If a parcel is confirmed lost, we will arrange a replacement or full refund.

Need a Different Option?

If the shipping options at checkout do not meet your needs (faster delivery, alternative carrier, bulk order), please contact us at info@octagonstudio.com before placing your order and we will do our best to accommodate.

Contact

For all shipping enquiries:

Octagon Studio UK Ltd 93 Tabernacle Street, London, England, EC2A 4BA info@octagonstudio.com