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Shipping policy

🚀 SHIPPING INFORMATION & DELIVERY EXPECTATIONS

We pack and dispatch all orders with care from our studio in Glasgow, Scotland.

At checkout, you’ll be offered a choice of shipping services. Some are tracked, and some are untracked. By placing an order with RISOTTO Studio, you agree to this Shipping Policy.

Some shipping options offered at checkout are untracked and uninsured. By selecting an untracked shipping method, customers accept responsibility for delivery once the order has been dispatched.

  • Customers must wait 28 days for untracked international orders
  • Untracked orders are not eligible for refunds if lost or undelivered

📦 Tracked vs. Untracked Shipping

💡 We highly recommend selecting Tracked Shipping at checkout.

Shipping option Pros Cons
Tracked Shipping ✅ Tracking number and updates, plus faster shipping ❌ More expensive
Untracked Shipping ✅ Cheapest option ❌ No tracking, no insurance, no updates, slower service. We will not be able to assist with missing or delayed parcels.

Tracked Shipping provides delivery updates and courier confirmation of delivery. If a tracked parcel is confirmed lost or shows no delivery due to courier error, we will work with you to investigate and resolve the issue in line with the courier’s claims process.

Untracked Shipping does not provide delivery confirmation by design. If you select an untracked service, you accept the delivery risks in exchange for a lower delivery cost.

🚚 Estimated delivery times (from dispatch)

  • UK: 2–5 working days
  • International Tracked: 5–10 working days (customs delays may extend this)
  • International Untracked: 10–28 working days

International delivery times vary by destination and customs processing.

RISO CLUB Monthly Shipments: These are sent as standard letters, which is how we are able to keep the monthly cost so low for the membership. There is therefore no tracking and Estimated delivery times vary from 10>28 working days.

📍 Where is my order?

If you selected Tracked Shipping:

  • Use your tracking link to follow your parcel (Royal Mail tracking: https://www.royalmail.com/track-your-item)
  • If your parcel is held in customs, contact your local delivery partner directly (Royal Mail delivery partners: https://www.royalmail.com/sending/international/international-tracked-signed/delivery-partners)

❌ If you selected Untracked Shipping:

  • Please allow up to 28 days from dispatch
  • Check your spam folder for customs notifications
  • Contact your local postal service or customs office
  • After 28 days, you can email us at info@risottostudio.com (note: untracked orders are not eligible for refunds or replacements)

🇪🇺 Shipping to the EU & 🇺🇸 Shipping to the USA

Due to recent changes in international customs (including the removal of the US duty-free threshold and the EU's new flat-rate customs duty), shipping goods across borders has become more complex. To ensure a smooth delivery experience for our international customers, RISOTTO Studio now pre-pays these fees on your behalf where possible.

Tracked Shipping (Taxes & Duties Pre-Paid)

For retail orders sent via our Tracked service to the EU and USA, we use a Delivered Duties Paid (DDP) service.

→ No surprise fees: All required import duties and handling fees are calculated and paid by RISOTTO upfront.

→ Faster delivery: Because customs fees are cleared in advance, your parcel will not be held at the border for payment.

→ The price you pay for shipping at checkout is the final price. You will not receive any additional bills from your local postal service.

Untracked Services (DDU)
If you choose an Untracked shipping option (which we only offer for small document/paper mailers) under 250grams - your local customs authority will collect any applicable duties and handling fees from you upon delivery. Refusal to pay these fees will result in the parcel being returned or abandoned, and shipping costs cannot be refunded.

🛒 Wholesale customers: Wholesale orders are excluded from DDP. Duties and import charges remain the responsibility of the wholesale buyer.

International service disruptions can be checked here: https://www.royalmail.com/international-incident-bulletin

⚖️ Courier responsibility

Once your order has been collected by Royal Mail, UPS, or Parcel Force, it is in the hands of a third-party carrier.

RISOTTO Studio is not liable for courier delays, loss, or damage in transit. We always do our best to assist with investigations or claims where possible, but outcomes are determined by the courier.

As a small independent studio, we cannot absorb losses caused by third-party carriers, especially for untracked services.

📩 Need more help?

Email us at info@risottostudio.com