Shipping policy

Shipping Policy — The Way Studio

Overview

Every order is packed and shipped with care. This page covers our processing times, delivery windows, tracking, and what happens if something goes wrong on the way to you.

Processing Time

Orders are processed and packed within 1–3 business days of being placed. Orders placed on weekends or public holidays begin processing the next business day. You'll receive a confirmation email with your tracking number as soon as your package is on its way.

Delivery Times

Once shipped, estimated delivery times are:

United States & Canada: 7–14 business days
United Kingdom & Europe: 7–14 business days
Australia & New Zealand: 10–14 business days
Rest of world: 10–14 business days

These windows are estimates provided by our shipping carriers and start from the day your order is dispatched, not the day it's placed.

Shipping Costs

Shipping is calculated at checkout based on your destination and order. Any free-shipping promotions will be applied automatically when their conditions are met.

Tracking

Every order ships with a tracking number, delivered to your email. Please allow up to 48 hours for the first scan to appear on the carrier's system.

Address Accuracy

You are responsible for providing a complete and accurate shipping address at checkout. Once an order is in processing, we cannot change the address. If a package is returned to us because of an incorrect or incomplete address, the customer is responsible for the cost of re-shipping.

International Orders, Customs & Duties

International customers may be charged import duties, taxes, or customs fees by the destination country. These fees are the responsibility of the recipient and are not included in our product or shipping prices. Customs processing times are outside our control and can occasionally extend delivery.

Undelivered or Lost Packages

If your order hasn't arrived within the estimated window, contact us at [support@thewaystudio.co] with your order number. We'll investigate using the carrier's tracking record. One of two outcomes will apply:

Carrier fault — we cover it. If tracking confirms the package was lost in transit, misrouted, damaged en route, or marked as delivered without actually being delivered (and the carrier confirms the error), we will send a replacement order at no cost to you.
Not carrier fault — not covered. If tracking shows the package was delivered to the address you provided, refused on arrival, returned to sender, or held undelivered because of an incorrect address or failure to collect from a depot, a free replacement is not available. We can help you re-order at a discounted rate.

Carrier-fault claims must be submitted within 14 days of the latest estimated delivery date on your tracking.

Damaged Items

If your jewelry arrives damaged, email us within 7 days of delivery with your order number and clear photos of the piece and the packaging. We'll arrange a replacement at no cost.

Stolen Packages

Once a carrier has confirmed a package as delivered to the correct address, responsibility passes to the recipient. We strongly recommend shipping to a secure address where someone is available to receive the parcel. For high-value orders, we may require a signature on delivery.

Delays Outside Our Control

Carriers occasionally experience delays from weather, customs, strikes, peak-season volume, or other events outside our control. We'll help track down any delayed package, but these delays are not grounds for a carrier-fault replacement.

Order Changes & Cancellations

Orders can be changed or cancelled within 24 hours of being placed, while they're still in our processing queue. After that, your order may have already been packed and cannot be modified.

Multiple Items

If your order contains multiple items, they may ship in separate packages and arrive on different days. You'll receive a tracking number for each shipment.