1. Delivery notifications

After your order has been placed through our website and your parcel has been dispatched from our warehouse, you will receive an email notification at the address you have specified. This email contains the tracking number (if applicable) so you can check where your item is.

2. UK delivery timescales

The estimated delivery timescale is specified on the product page to inform you when your order will arrive. If your order has been placed before 4 pm Monday to Friday, it will be dispatched on the same day. Orders placed after 4 pm will be dispatched the next working day (excluding Saturdays and Bank Holidays).
Most of the orders are dispatched via Royal Mail or myHermes.

For example:

  • extra small items e.g. phone cases, screen protectors, t-shirts (Royal Mail 2nd Class or 1st Class) – Estimated timescale: 1-5 working days
  • small items e.g. clothing, photo frames, small electronics (Royal Mail 2nd Class or 1st Class) – Estimated timescale: 1-5 working days
  • medium items e.g. car parts, large appliances, printers, TVs, and monitors (myHermes) – Estimated timescale: 3-5 working days
  • large and heavy items e.g. TV’s, large car parts, heavy car parts, alloy wheels (myHermes) – Estimated timescale: 3-5 working days

Please note:
All orders with a total value less than £20 will not be dispatched via a tracked delivery service
Orders over £20 will be dispatched via a tracked service (or at least a delivery confirmation).
All orders dispatched from our supplier’s stock can take up to 10 working days to arrive.

In your shipment confirmation email, you will receive an estimated arrival time for your order.

For any questions about delivery contact us via email.

3. Postage cost

UK orders:

Royal Mail Economy – FREE
Royal Mail Next Working Day – £4.95
UPS – Price will be displayed at checkout.

International orders:
All international orders are delivered for a shipping fee. Depending on the product, the fee starts from £2.99 and will change if the product is heavier and/or larger.
The exact shipping cost for EU orders will be automatically confirmed on the checkout page.

4. Delivery to multiple occupation buildings and business addresses

You can choose to have your order delivered at your workplace, including business addresses or multiple occupation buildings. If you decide to have your product delivered to another address than your home address, please make sure that someone will be available during normal working hours to sign for the parcel on your behalf. Royal Mail delivers to the address, and not necessarily to the recipient named on shipping label.

If you choose to have your order delivered in a multiple occupation building, please note that a neighbour or receptionist is able to sign for the parcel. Royal Mail considers a parcel as delivered once a signature has been recieved from the address specified on the shipping label.

Please make sure you keep these things in mind when you order, as we cannot be held responsible for any shipment errors

5. Delivery signature, missed deliveries and denial of receipt

All orders over £20 require a signature upon delivery. If you miss a delivery, a card will be left in your post box and you will be given instructions to rearrange delivery or to collect from your local sorting office / depot.

If an item is returned to us due to incorrect address specified or item not called for, HeyStudio. will inform you via email as soon as the item is received back. After this, if you wish the item to be re-delivered to you, please note that we reserve the right to ask for a delivery fee. If you wish to cancel the order, a refund will be issued to your bank / PayPal account, but we reserve the right to deduct our shipping fees from the refund total.

In case of a signed for parcel and delivery confirmation available on the courier’s website, the customer denies receiving the parcel, this is called “Denial of Receipt”. If this occurs, we will contact Royal Mail to confirm delivery details, and Royal Mail will contact the customer and ask for written documentation to confirm that the parcel has not been received. Please note, these circumstances are mediated by the delivery company and we cannot take any action until Royal Mail confirms whether or not the parcel has been received by the recipient.

6. Parcel inspection upon delivery

Please inspect your package upon delivery to ensure that it hasn’t been tampered with in an way. If the package does appear to have been opened or tampered with, you should refuse delivery.

7. Delivery or despatch delays

Most of all our orders are despatched on the same day. If your order will be delayed you will be informed via email.
In very rare cases, your order may arrive later than the estimated timescale. This can be due to peak times or other reasons from the delivery company. It is beyond our control and we apologise for any inconvenience.

8. Compensation for late deliveries

PLEASE NOTE: Late deliveries are rare, but if they happen, please understand is unfortunately beyond our control. For any questions please use the contact form or live chat.

If your order is delivered late, HeyStudio. will refund you any shipping charges. All of our UK orders are delivered to you for free with our Standard Delivery service. Compensation will not be given for late deliveries via the free Standard Delivery service.

HeyStudio. will not offer any compensation for consequential losses e.g. time spent to collect the item.

If your EU order is delivered late, we cannot offer you any late delivery compensation or any other consequential losses caused by the late delivery. It is beyond our control to decide whether the EU orders will be delivered on time or not.#

9. Lost parcels

HeyStudio. uses Royal Mail, myHermes, and UPS as delivery services. There are very rare cases when a parcel gets lost completely during transit. If this occurs, we apologise for the inconvenience and we ask for your patience to resolve the issue.
In case your parcel has been lost during transit, HeyStudio. will refund your order amount and file a lost parcel case with the delivery company to recover the compensation.

Please note that if a parcel gets lost, HeyStudio. will have to open a case with the delivery company, and we cannot take any action until we receive confirmation that the parcel was lost.
Once we receive confirmation from the delivery company, we will process your refund. The confirmation can take up to:

  • Royal Mail – 10 working days to confirm a lost parcel
  • Royal Mail International – 21 working days to confirm a lost parcel
  • myHermes – 10 working days to confirm a lost parcel
  • myHermes International – 21 working days to confirm a lost parcel
  • UPS – 10 working days to confirm a lost parcel

 Last updated: 11 September 2020