Shipping policy

Delivery Options

The delivery options for your destination are displayed at checkout.

We offer convenient door-to-door shipping as our standard free shipping service. We also provide delivery to PO Boxes, Army Post Office (APO), and Fleet Post Office (FPO) addresses.

For faster delivery, we offer an express shipping option with door-to-door service. Please note that express shipping to PO Boxes, APO, and FPO addresses is not available.

Depending on the destination, orders may be delivered by different carriers, including USPS, DHL, UPS, FedEx, DPD, and national postal operators.

Production Time

Every piece at MSOUL STUDIO is handcrafted to order. Because production time depends on the complexity of each item, it typically takes 1–3 business days, though some pieces may require longer. Please check the individual product page for the specific production time before your order ships.

Shipping Rates & Delivery Times

The total delivery time below includes both production and transit times. The same rates apply across all regions we ship to:

Delivery time varies by product depending on production requirements (see Production Time above). Exact delivery estimates for your destination are always shown at checkout.

Rush Orders, Gifts and Holidays

If you need your order by a certain date, please 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 on time.

Order Tracking

You'll receive an email with tracking information as soon as your order ships. Please allow 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 goes through two stages: from the workshop to our US warehouse, packages travel with FedEx (first tracking number). They are then transferred to USPS for final delivery (second tracking number).

Shopify (the platform behind our webshop) only allows us to attach one tracking number per order, so we always provide the second, final tracking number. For this reason, you may see a "Shipping Label Created, USPS Awaiting Item" status during 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, please email us and we'll provide both tracking numbers.

Duties and Taxes

• Packages to the US up to 800 USD are not charged any taxes or duties.
• Packages to the EU and Canada are not charged any taxes or duties.
• Packages to Australia up to 1000 AUD are not charged any taxes or duties.
• For other countries, please check with your local customs office or tax authority.

Repeated Shipping

• If a parcel isn't collected in time and is returned to us, the customer will need to cover the cost of reshipping.
• If a parcel is returned and the customer declines to arrange reshipping (or we receive no reply within 60 days), the order will be cancelled with no refund.

Please Note

• We are not responsible for packages with confirmed proof of delivery. It's the customer's responsibility to ensure a secure delivery location and retrieve the package promptly.
• If your package appears to be missing, please get in touch with the carrier directly to open a case.
• Packages destroyed by a carrier due to non-delivery or no response from the receiver are not eligible for refund.
• If a package is returned due to an incomplete address, rejection, or any reason not caused by our error, please contact us right away — we cannot automatically reship or refund these orders. Accurate shipping details and prompt communication are essential.
• Shipping costs are non-refundable.

Contact

For any questions, email us at support@msoulstudio.com. We're a small team and respond to all inquiries within 24 hours on business days, and 48 hours on weekends and holidays.