Shipping Policy

We offer door-to-door standard shipping, free on orders over £60, and an express option for faster delivery. Exact options for your destination are shown at checkout.

We also deliver to PO Boxes, Army Post Office (APO), and Fleet Post Office (FPO) addresses via standard shipping — express shipping is not available to these address types.

Depending on your destination, your order may be delivered by USPS, DHL, UPS, FedEx, DPD, or your national postal operator.

Every piece at MSOUL STUDIO is handcrafted to order. Production typically takes 1–3 business days. Complex or fully custom pieces may take longer — we'll confirm an estimated timeline with you by email after you place your order.

If you need your order by a certain date — for a gift or an occasion — let us know in the "order note" field at checkout, or email us at support@msoulstudio.com. We'll confirm whether it's possible and do our best to get it to you in time.

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 — your package may already be moving even if it doesn't yet show as "in transit."

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.

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.

If a parcel isn't collected in time and is returned to us, you'll need to cover the cost of reshipping. If it's returned and you decline to arrange reshipping — or we don't hear back within 60 days — the order will be cancelled with no refund.

Return shipping is the customer's responsibility for every return — except when the return is due to our error, such as the wrong item being sent, in which case we cover the shipping cost. A £14 restocking fee applies to every return, and the original outbound shipping fee we paid to send your order is non-refundable.

Every product is carefully inspected before it leaves our workshop, but international couriers can sometimes handle parcels roughly in transit. If your item arrives damaged, contact us immediately with evidence (photos or a short video) — we'll send you a replacement right away and cover the shipping cost of the new item. You're responsible for the cost of shipping the damaged item back to us.

If a piece doesn't fit due to a measurement error on your side, contact us within 7 days of delivery and we'll exchange it for the correct size at no extra product cost. Custom-made and personalised items are not eligible for this exchange.

You're responsible for shipping costs in both directions — sending the item back to us and receiving the replacement.

We're not responsible for packages with confirmed proof of delivery — it's your responsibility to ensure a secure delivery location and retrieve your package promptly. If your package appears to be missing, please contact the carrier directly to open a case.

Packages destroyed by a carrier due to non-delivery or no response from the recipient are not eligible for a refund. If a package is returned due to an incomplete address, a rejected delivery, or any reason not caused by our error, please contact us right away — we can't automatically reship or refund these orders. Accurate shipping details and prompt communication make all the difference.

Shipping costs are non-refundable.