Shipping & Returns Policy

Processing Time

Please note that all our products are made to order. Allow 1-5 business days for orders to be processed and dispatched.

Shipping Information

UK Orders

All UK orders are shipped via Royal Mail with tracking information. We use Tracked 24/48 service, which typically delivers within 1-2 business days after dispatch. Please note that orders may be subject to courier delays.

International Orders

Standard international shipping takes approximately 11 business days via Royal Mail. Please note:

  • We are not responsible for customs or import taxes
  • Orders shipping outside the UK may be subject to courier and/or customs delays
  • If a package is refused for any reason, the customer is responsible for contacting us to arrange redelivery
  • We will not refund orders that are refused at customs

Order Tracking

You will receive two tracking notifications:

  • An email from us confirming your order has been shipped
  • A separate email from Royal Mail/Evri with your tracking information

We recommend downloading the Royal Mail app to track your order, as it stores tracking information longer than their website.

Shipping Restrictions

Our shipping options are determined by Shopify's available destinations. If you're unable to select your country at checkout, please contact us at admin@sundrop.studio for alternative shipping solutions.

Address Accuracy

It is the customer's responsibility to ensure the delivery address is correct at the time of ordering. We are not responsible for packages delivered to incorrect addresses due to customer error. If you notice an incorrect address, contact admin@sundrop.studio immediately - we may be able to amend it if the order hasn't been shipped.

Lost Packages

If your package is lost in transit, please contact Royal Mail directly. While we provide tracking information for all orders, we are not responsible for packages once they have been dispatched.

Returns & Exchanges Policy

Non-Returnable Items

Due to hygiene reasons, we do not accept returns or exchanges on any items. This includes:

  • Regular priced items
  • Sale items
  • Gift cards

Damaged or Incorrect Items

If you receive a damaged or incorrect item:

  • Inspect your order immediately upon receipt
  • Contact us at admin@sundrop.studio with photos of the damaged/incorrect item
  • Refunds or replacements will be assessed on a case-by-case basis
  • No refunds or replacements will be issued without photographic evidence
  • Shipping costs are non-refundable

Refund Process

If a refund is approved:

  • You will be notified of our decision
  • Refunds will be processed to your original payment method
  • Allow up to 10 business days for processing
  • Bank/credit card processing times may vary
  • Contact us if you haven't received your approved refund after 15 business days

Contact Us

For any questions about shipping, returns, or other inquiries, please contact us at admin@sundrop.studio.

Last updated: January 2025