Refund policy
SHB STUDIO - NEW SHIPPING POLICY AND REFUND POLICY
Paste these in Shopify: Settings > Policies. Replace the old text in each box, then click Save.
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SHIPPING POLICY
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Where we deliver
SHB Studio currently delivers within the United Kingdom only. All orders are packed with care and dispatched from our studio in Norfolk.
How long delivery takes
Our pieces are ready to ship, and orders usually arrive within 2-4 working days. You will receive a shipping confirmation email with tracking information as soon as your order is on its way.
Delivery costs
Delivery is calculated by weight at checkout, so you always see the exact cost before you pay:
- Up to 100g: £3.50
- 101g to 750g: £3.90
- 751g to 1.5kg: £6.95
- Over 1.5kg: £8.95
Free UK delivery on orders over £30.
Sending a gift
You can send your order straight to the person you are buying for. Simply enter their address at checkout.
Lost or damaged parcels
If your parcel has not arrived within 7 working days, or arrives damaged, please email us at info@shbstudio.com with your order number (and a photo if it is damaged). We will sort out a replacement or refund as quickly as we can.
Returns
For returns and refunds, please see our Refund Policy.
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REFUND POLICY
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Thank you for shopping with SHB Studio. We want you to love your gift. If something is not right, here is how returns work.
30-day returns
You can return an item within 30 days of the date it was delivered. Please send it back unused, in the same condition you received it, with your order number or proof of purchase. This is on top of your legal right to cancel an online order within 14 days of delivery.
How to return
Please email info@shbstudio.com first with your order number, and we will confirm the return. Then post the item to:
SHB Studio, 55 Mentmore Way, Norwich NR14 7XE, United Kingdom
For a change-of-mind return, you pay the return postage. We recommend a tracked service for items over £20, as we cannot refund items that do not reach us.
Refunds
Once we receive and check your return, we will email you to confirm. Refunds go back to your original payment method within 14 days of us receiving the item, usually within 5-7 working days. If you return your whole order within 14 days of delivery, we also refund the standard delivery cost you paid.
Faulty or damaged items
If your item arrives faulty or damaged, please email info@shbstudio.com with your order number and a photo. We will offer a replacement or a full refund, including postage. This does not affect your statutory rights.
Late or missing refunds
If you have not received your refund after 14 days, please check with your bank first, as processing can take a few days. If it still has not arrived, email us at info@shbstudio.com and we will help straight away.