Shipping policy

SHIPPING POLICY

At Phuong Studio, every piece is hand-selected and shipped from independent makers and small studios. We use insured, tracked services and are transparent about shipping costs rather than hiding them in product pricing.

We currently ship within the United Kingdom only. International shipping (EU and worldwide) is coming soon — please join our mailing list to be notified when it opens.

Processing time

Orders are prepared for dispatch within 1–3 working days of payment. Occasionally a piece sourced from a specialist maker may take an extra day or two — if so, we'll email you before your order ships.

Delivery times and costs

Delivery times are estimates from the date of dispatch, not the date of order. We use Royal Mail Tracked and Evri for UK delivery.

Please note that delivery to the Scottish Highlands, Northern Ireland, the Isle of Man, the Channel Islands, and other remote UK postcodes may take 1–2 additional working days.

Tracking

You'll receive a tracking link by email as soon as your order leaves us. If your tracking hasn't updated after 3 working days, please email support.phuongstudio@gmail.com — we'll chase the carrier on your behalf.

Multiple shipments

Because we work with a small network of makers, occasionally items in the same order ship from different studios and arrive separately. You'll receive a tracking link for each parcel. There is no additional charge for split shipments.

Damaged in transit

If your order arrives damaged, please email support.phuongstudio@gmail.com within 7 days of delivery with photos of the damage and the packaging. We'll arrange a replacement or full refund — including all shipping costs.

Wrong address

Please double-check your shipping address at checkout. Orders shipped to an incorrect address provided by the customer are not eligible for refund or replacement. If you spot an error, email us within 1 hour of placing your order and we'll do our best to update it before dispatch.

Undelivered or unclaimed parcels

If a parcel is returned to us as undeliverable (incorrect address, repeatedly missed delivery), we'll contact you to arrange re-shipping at your cost, or to refund the product price minus the original outbound shipping and any return fees from the carrier.