Versand

Shipping Policy

Last updated: 28 April 2026

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

Order Processing

We aim to dispatch orders within 1 to 2 business days of receiving payment. Orders placed on weekends or public holidays will be processed the next business day. You will receive an email notification once your order has been dispatched.

During peak periods (sale events, product launches, holiday seasons) processing times may extend to 2 to 3 business days. We will note any temporary delays prominently on the Site.

UK Delivery

Royal Mail Tracked 48 (standard service): typically 2 to 3 business days from dispatch. All UK orders include tracking.

Royal Mail Tracked 24 (paid upgrade where available): typically 1 to 2 business days from dispatch.

Free UK shipping is available on orders over £20.

International Delivery

We ship to most countries worldwide and offer three service levels for international orders:

International Standard (untracked): The lowest-cost option, available for selected destinations. Royal Mail's stated aim is 6 to 7 business days, though actual delivery times vary more widely (typically 5 to 14 business days for Europe, 10 to 21 business days for the United States, and 14 to 28 business days for the rest of the world). No tracking is provided. Proof of postage is available on request.

International Tracked (recommended): Royal Mail International Tracked or alternative tracked carriers, with full tracking from dispatch to delivery. Available for all international destinations. Royal Mail's stated aim is 6 to 7 business days, with realistic windows of 5 to 10 business days for Europe, 7 to 14 business days for the United States and Canada, and 10 to 21 business days for the rest of the world.

UPS Express (fastest): Premium tracked courier service via UPS. Typically 2 to 5 business days for most international destinations, with full end-to-end tracking, signature on delivery, and customs clearance support. The most reliable option for time-sensitive or high-value orders.

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

Choosing Untracked Standard Shipping

By selecting International Standard shipping at checkout, you acknowledge and accept the following:

- Your parcel cannot be tracked once dispatched
- We cannot confirm delivery, location, or estimated arrival time after dispatch
- Investigation of delays or non-delivery is significantly limited
- Carriers do not generally accept loss claims for untracked services until 25 business days after the expected delivery date
- Risk of loss in transit is higher for untracked services than for tracked services

We strongly recommend selecting a tracked service for any order you consider valuable or time-sensitive. The cost difference is typically minimal and provides full protection.

Free International Shipping Thresholds

Free shipping may be available based on your destination and basket value:

- Selected European countries (tracked): free over £50
- Rest of Europe: free over £60
- United States: free over $65
- Rest of world: free over £80

Exact options and thresholds will always be shown at checkout. UPS Express is not included in free shipping offers.

Carrier Choice

For Royal Mail services, 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 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). This means any applicable import duties or fees are calculated and paid by us at the point of shipment, and are included in the shipping cost 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 (where applicable), 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

If you select a tracked service (International Tracked or UPS Express), 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.

If you select International Standard (untracked), you will not receive tracking information. We can provide proof of postage on request.

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.

Tracked Parcel Loss

A tracked parcel is considered lost when:

- UK orders: 10 working days have passed since the expected delivery date with no tracking updates
- International orders (Royal Mail): 20 working days have passed since the expected delivery date with no tracking updates and the carrier has confirmed the parcel cannot be located
- UPS Express: investigated and resolved through UPS's standard claims process, typically within 8 to 10 business days

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

Untracked Parcel Loss

If a parcel sent via International Standard does not arrive within 25 business days of dispatch, please contact us at info@octagonstudio.com. We will:

- Confirm the dispatch date and provide proof of postage
- Investigate with Royal Mail where possible (note: investigation outcomes are limited for untracked services)
- At our discretion, arrange a replacement or refund where the loss is reasonably substantiated

We reserve the right to:

- Decline replacement or refund requests for untracked parcels in cases of suspected fraud, repeated claims, or delivery to addresses with a history of non-receipt claims
- Require a signed declaration of non-receipt before issuing a replacement or refund
- Limit untracked replacements to one per customer per 12-month period
- Offer replacement only (rather than refund) for untracked loss claims

For all higher-value orders and any order where reliable delivery is important, we strongly recommend a tracked service.

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