Shipping policy

Shipping Policy

Last updated: 1st June 2026

This Shipping Policy applies to orders placed with Fondea Studios through our website. Please read this policy carefully before placing an order.

By placing an order with us, you agree to the terms set out below.

1. Shipping Locations

Fondea Studios currently ships to the United Kingdom.

We may, from time to time, offer international shipping to selected destinations. Where international shipping is available, the applicable shipping options, estimated delivery times and costs will be shown at checkout.

We reserve the right to change, suspend, remove or restrict any shipping method, courier, destination or delivery service at any time without prior notice.

2. Order Processing Times

Orders are typically processed and dispatched within 2–5 business days after the order is placed.

Business days are Monday to Friday, excluding weekends, bank holidays and public holidays.

Processing times are separate from delivery times. Delivery time begins once your order has been dispatched and handed to the courier.

During product launches, promotional periods, public holidays, courier delays, adverse weather, stock checks, security reviews or periods of high demand, processing times may be extended.

3. Order Confirmation and Dispatch

After placing an order, you will receive an order confirmation email.

Once your order has been dispatched, you will receive a shipping confirmation email with tracking details where tracking is available.

Please allow time for tracking information to update after dispatch.

4. Quality Control Before Dispatch

Each order is packed with care.

Before dispatch, Fondea Studios may inspect, document and/or photograph items as part of our quality control, stock control and fraud prevention procedures.

This helps us verify the condition of items before shipment and protect both our customers and our business.

5. UK Shipping

Available UK shipping options and costs will be displayed at checkout.

Estimated UK delivery times are typically:

• Standard Tracked Delivery: approximately 2–5 business days after dispatch

• Express Tracked Delivery: approximately 1–2 business days after dispatch, where available

Delivery estimates are provided as a guide only and are not guaranteed.

Express or next-day delivery may not be available for all postcodes, addresses, order types, high-value orders, security-flagged orders or during peak periods.

6. Delivery Estimates

All delivery times shown on our website, at checkout, in order confirmations or in shipping emails are estimates only.

Fondea Studios is not responsible for delays caused by couriers, postal services, customs authorities, incorrect addresses, failed delivery attempts, strikes, weather events, public holidays, technical issues, force majeure events or circumstances outside our reasonable control.

Nothing in this policy limits your statutory rights.

7. Delivery Address Responsibility

Customers are responsible for ensuring that all delivery details provided at checkout are complete, accurate and up to date.

This includes, but is not limited to:

• full name

• delivery address

• postcode

• flat, unit or building number

• telephone number

• email address

• delivery instructions, where relevant

Fondea Studios is not responsible for delays, failed deliveries, lost parcels or additional costs caused by incorrect, incomplete or outdated delivery information supplied by the customer.

If you notice an error in your delivery details, please contact us as soon as possible at customerservices@fondeastudios.com. We will try to assist, but we cannot guarantee that changes can be made once an order has been placed, processed or dispatched.

8. Failed Delivery Attempts

If a courier is unable to deliver your order, they may leave a delivery notice, attempt redelivery, deliver to a safe place, deliver to a neighbour, deliver to a collection point or return the parcel to sender.

Customers are responsible for following courier instructions, arranging redelivery or collecting parcels within the courier’s required timeframe.

If an order is returned to us because of failed delivery attempts, non-collection, an incorrect address, refusal of delivery or failure to respond to courier communications, we may deduct from any refund the original shipping cost, return shipping cost, courier fees, administrative costs and any other charges incurred by Fondea Studios, to the extent permitted by law.

9. Refused Deliveries

If you refuse delivery of an order without valid legal reason, the original shipping cost will not be refunded.

Any return shipping charges, courier handling fees, customs charges, duties, taxes or administrative costs incurred as a result of refusal may be deducted from any refund due, to the extent permitted by law.

10. Safe Place, Neighbour Delivery and Authority to Leave

Some couriers may allow parcels to be delivered to a safe place, neighbour, concierge, reception area, parcel box or other nominated location.

Where you provide delivery instructions, nominate a safe place, authorise delivery without signature, redirect a parcel or otherwise instruct the courier to leave the parcel unattended, you accept responsibility for the parcel once the courier marks it as delivered in accordance with those instructions.

Fondea Studios is not responsible for loss, theft, damage or disappearance of parcels after they have been delivered in accordance with customer instructions or courier delivery confirmation, except where required by law.

11. Signature on Delivery

Some orders may require a signature on delivery.

We reserve the right to require signature delivery for certain orders, including but not limited to high-value orders, first-time orders, replacement orders, orders flagged for fraud prevention or orders sent to certain addresses.

If signature is required, please ensure someone is available to receive the parcel.

12. Lost Parcels

If your order has not arrived within the expected timeframe, please contact us at customerservices@fondeastudios.com.

We may ask you to confirm delivery details, check with household members, neighbours, concierge, building reception, local collection points and the courier.

A parcel will not normally be treated as lost until the courier has completed its investigation process.

Where a parcel is confirmed lost by the courier and the loss was not caused by incorrect customer details, customer instructions, refusal, non-collection or circumstances outside our responsibility, we will take appropriate steps in accordance with your legal rights.

This may include replacement, redelivery, store credit or refund, depending on the circumstances and stock availability.

13. Parcels Marked as Delivered

If tracking shows that a parcel has been delivered but you have not received it, please contact us promptly.

We may open an investigation with the courier. You may be asked to provide supporting information, including a signed declaration of non-receipt.

We reserve the right to refuse replacement or refund where courier evidence, delivery confirmation, GPS data, photograph, signature, safe-place instruction or other information indicates that delivery was completed correctly, subject always to your statutory rights.

14. Damaged Parcels

If your parcel arrives visibly damaged, please contact us at customerservices@fondeastudios.com as soon as possible.

Please include:

• your order number

• photographs of the outer packaging

• photographs of the item

• photographs of any labels or courier documentation

• a brief description of the issue

Please retain the packaging while the matter is being reviewed, as the courier may require it for investigation.

15. Split Shipments

We may dispatch items from the same order separately where necessary.

This may happen due to stock availability, packaging requirements, courier restrictions, operational reasons or customer service considerations.

You will not be charged additional shipping fees for split shipments unless clearly agreed with you.

16. Pre-Orders and Extended Delivery Items

Where an item is sold on pre-order, back-order or extended delivery, the estimated dispatch or delivery timeframe will be stated on the relevant product page, at checkout or in your order confirmation.

Pre-order and extended delivery dates are estimates only and may change due to production, supplier, import, customs, logistics or courier delays.

If your order contains both in-stock and pre-order items, we may ship the order together once all items are available, unless we choose to split the shipment.

17. Order Security and Fraud Prevention

For customer protection and business security, some orders may be subject to additional checks before dispatch.

We reserve the right to delay, hold, cancel, refuse or refund any order where we reasonably suspect fraud, unauthorised activity, payment irregularity, abuse of promotions, reselling, incorrect information, suspicious delivery instructions or any other security concern.

We may contact you to verify order information before dispatch.

18. Shipping Charges

Shipping charges are shown at checkout before you place your order.

Shipping charges are generally non-refundable once an order has been dispatched, except where required by law or where Fondea Studios is responsible for the issue.

If an order qualifies for free shipping and is later returned in full or in part, we reserve the right to deduct the original shipping cost from any refund where permitted by law and where the return causes the order to fall below the free shipping threshold.

19. International Shipping

Where international shipping is available, delivery options, costs and estimated timeframes will be shown at checkout.

International delivery estimates are not guaranteed and may be affected by customs processing, import checks, courier delays, local postal services, public holidays, weather, local regulations and other circumstances outside our control.

Customers placing international orders are responsible for ensuring that the products can lawfully be imported into their destination country.

20. Customs, Duties, Taxes and Import Fees

For international orders, you may be required to pay customs duties, import VAT, taxes, brokerage fees, clearance charges or other local fees.

These charges are set by the destination country and are outside Fondea Studios’ control.

Unless expressly stated otherwise at checkout, such charges are not included in the product price or shipping cost and are the customer’s responsibility.

Fondea Studios is not responsible for delays, non-delivery, returns, confiscation, abandonment or additional charges caused by customs authorities or failure by the customer to pay import fees.

If an international parcel is returned to us due to unpaid duties, unpaid taxes, refused delivery, failed customs clearance or non-collection, we may deduct from any refund all shipping costs, return costs, customs charges, duties, taxes, courier fees, administrative costs and any other costs incurred by us, to the extent permitted by law.

21. Restricted Destinations and Addresses

We may be unable to deliver to certain destinations or address types.

This may include, without limitation:

• PO boxes

• BFPO addresses

• military addresses

• freight forwarding addresses

• hotels

• temporary accommodation

• parcel lockers

• remote areas

• countries subject to sanctions, restrictions or courier limitations

We reserve the right to cancel or refuse orders to addresses that we or our courier are unable to service.

22. Courier Delays and Events Outside Our Control

Fondea Studios shall not be liable for delay or failure to deliver caused by events outside our reasonable control.

This includes, but is not limited to:

• courier delays

• postal disruption

• strikes or industrial action

• weather events

• transport disruption

• customs delays

• border delays

• war, terrorism or civil unrest

• pandemics or public health restrictions

• government action

• import/export restrictions

• power outages

• technical failures

• supplier delays

• force majeure events

Where delays occur, we will take reasonable steps to assist where appropriate.

23. Title and Risk

Ownership of products passes to you once we have received full payment and the products have been dispatched, unless otherwise required by law.

For consumer orders, risk in the products passes to you when the products are delivered to you or to a person or place nominated by you, subject to your statutory rights.

24. Incorrect, Missing or Incomplete Orders

If you believe your order is incorrect, missing an item or incomplete, please contact us at customerservices@fondeastudios.com as soon as possible.

Please include your order number and photographs of the parcel, packaging, packing slip and items received.

We may review dispatch records, stock records, packing footage, quality control photographs, courier records and other relevant information before determining the appropriate resolution.

25. Customer Service Contact

For shipping and delivery enquiries, please contact:

customerservices@fondeastudios.com

Please include your order number in all correspondence so we can assist you efficiently.

26. Changes to This Shipping Policy

We may update this Shipping Policy from time to time.

The version that applies to your order will be the version published on our website at the time your order is placed, unless a change is required by law.

27. Statutory Rights

Nothing in this Shipping Policy excludes, restricts or limits any rights you may have under applicable consumer law.

If any part of this Shipping Policy is found to be invalid, unlawful or unenforceable, the remaining provisions shall continue to apply.