Frequently Asked Questions
Everything you need to know about orders, sizing, shipping, and returns.
How long does production take?
Everything in our shop is handmade to order, so please allow 1–3 business days for your order to be made before it ships. Complex or fully custom pieces may take longer — we'll confirm an estimated timeline with you by email after you place your order.
Do you accept rush orders?
It depends on our current workload. If your order is time-sensitive, please email us at support@msoulstudio.com to discuss options.
Please note that all orders are fulfilled on a first-come, first-served basis — choosing express delivery only speeds up the shipping method, it does not move your order ahead in the production queue.
How do I cancel my order?
Cancellation requests must be made within 24 hours of your purchase date. We're unable to cancel orders that are already in production or have already shipped.
Can I change my order after placing it?
Yes — you can request changes within 24 hours of your purchase date. Just email us with your order number and the details you'd like to change.
How do I take measurements and choose my size?
We've spent a lot of time checking our sizing charts against real customer measurements and preferences. In our experience, following your measurements gets you the right size about 90% of the time. You'll find our full sizing instructions on our sizing page.
That said, there's really no substitute for trying a harness on and feeling whether it's comfortable for you — so we're always happy to offer an exchange or resizing after you receive your order to help you get the best possible fit.
Your measurements will absolutely help point you to the right size, but don't hesitate to email support@msoulstudio.com if you have any questions along the way.
How soon will my order arrive?
- Most destinations (US, EU, UK, Norway, Switzerland, Sweden, Ireland, Iceland, Denmark, Malta, Bulgaria, Canada, Australia, New Zealand) — Standard: 5–13 business days (free over £60); Express: 5–8 business days (£5 flat rate)
- Other countries — Standard: 8–21 business days; Express: 8–18 business days
These timelines include both production and transit time. You can find full shipping details on our shipping page.
How do I track my order?
You'll receive an email with tracking information as soon as your order ships. It can take up to 48 hours for the first scan to appear, so don't worry if your package isn't showing as "in transit" right away.
Free standard shipping to the US moves in two stages: your package first travels from our workshop to our US warehouse via FedEx (first tracking number), then transfers to USPS for final delivery (second tracking number). Because Shopify only lets us attach one tracking number per order, we display the second (final) number by default — so you may see a "Shipping Label Created, USPS Awaiting Item" status in the first week. This usually just means your package is already on its way to the US.
If you'd like to track the full journey, email us and we'll happily send you both tracking numbers.
Do I have to pay duties and taxes?
No — all applicable taxes and duties are already included in our prices. This applies to every order, regardless of value or destination, so you'll never be asked to pay anything extra by customs or your delivery carrier when your package arrives.
What's your return & exchange policy?
Because most of our pieces are handmade to order, returns or exchanges must be requested within 2 days of delivery. Non-custom items can be returned on this basis — you'll cover the return shipping cost, and a £14 restocking fee applies. If we sent you the wrong item by mistake, we cover the return shipping instead.
Custom-made and Bondage Collection items — including King's Chest and Travel Trunk — along with engraved or personalised pieces, are not eligible for no-reason returns or exchanges, since each one is built to order.
If an item doesn't fit due to a measurement error on your side, we're happy to offer a free exchange — just email us within 7 days of delivery. Custom-made and personalised items aren't eligible for this exchange, and you'll be responsible for shipping costs in both directions.
How do I get a repair or replacement part?
If you're missing a part (like spikes or studs) or something has broken (a clasp, buckle, or ring), just contact us and we'll sort it out. Repairs are free of charge for orders placed within the last 6 months; for anything older than that, a small repair fee may apply — we'll always confirm the cost with you first.
Where is your workshop based?
MSOUL STUDIO has been designed, made, and dispatched from our own workshop in East London since 2017. Every collar, cuff, and harness we sell is cut, stitched, and finished by hand right here — nothing is outsourced.
Still have questions?
We're a small team and reply to every message — within 24 hours on business days, and 48 hours on weekends and holidays.
Email support@msoulstudio.com