FAQs

We will send you a 'dispatch confirmation' email as soon as your parcel has been collected. This email will also contain your DPD or DHL tracking number.

Once an order is placed it is sent immediately to our warehouse and the packing process begins. This is fully automated process and therefore we are unable to accept cancellations or changes of orders once placed.

Our partnership with Global E allows us to automatically deduct VAT where applicable and gives you the option to pre-pay any import taxes your country may apply in most territories.

For certain shipping destination countries and/or products, the tax and duties will be included in our product prices. In other instances, you may be offered the option to pre-pay applicable taxes, which will then be calculated and included in the final price when you place an order. You acknowledge that such taxes are set by the shipping destination country and therefore may vary from country to country.

For detailed information in regards to your shipping destination and applicable tax and duties, please see above.

For clarity, the option to pre-pay taxes may not be available for your shipping destination country and/or your products and therefore you will be fully responsible for paying all applicable taxes directly to the relevant authority (and for reclaiming them in the event of a cancellation of your order or the return of products) as determined by the authorities of the shipping destination country.

For further information please click HERE

For all international orders not placed via our shipping partners Global-e, you are responsible for all import duties and tax charges that may be applied by your local customs office on delivery to their country. VAT will be automatically deducted at checkout. Any Import duty or tax charges are out of our control and will be invoiced to you by DHL directly. If you are concerned about these charges, we recommend you contact your local customs authority prior to purchasing, in order to calculate the final landed price inclusive of all taxes.

Studio Nicholson insures all parcels during the time they are in transit until they are delivered to you. We require a signature for any goods delivered, at which point responsibility for the parcel passes to you. If you are not the receiver of your purchase (for example a gift order) then the person who signs for the package confirms receipt and is accountable for the package. Please note, customers are responsible for insuring any return parcels to Studio Nicholson.

As soon as your parcel has shipped you will receive a text message or email from DPD or DHL, you will then be able to change your address by following the link provided.

Yes, you can select a separate delivery address from your billing address at the checkout. If you are shopping with us for the first time, we reserve the right to ship your first order to your billing address (rather than an alternative shipping address).

DHL or DPD will leave a card containing the shipment number and whether they will attempt to redeliver the next working day or hold it at the local depot for you.

If you need to hold your shipment whilst the parcel is still in transit please contact the courier (DPD or DHL) with the tracking number provided in order to set your preferred delivery date.

Unfortunately we are unable to deliver to PO Boxes.

Please proceed through our returns platform for all UK customers.

We offer free returns to customers within the UK provided the return request is sent within 14 days of receiving your order.

Online orders and mail orders can be returned to any Studio Nicholson store in the UK however please note that refunds cannot be issued by the retail staff and your request will be forwarded to our returns department for processing.

Please note, purchases made in-store can only be returned to one of our physical stores.

Your order number can be found in the order and shipping confirmation emails you will receive after placing an order with us. If you have created an account with us, you can view your full order history in your account area.

Our store aims to process all returns within 10 working days of receiving them. We will send you a 'Refund Notification' email to confirm that we have refunded your card after your return has passed our quality review.

* Please note - during busier periods it may take up to 14 days to process refunds once your return has arrived at our warehouse. Thank you for your patience

Our prices on our online store reflect the changes in trends, customer demand and our own stock availability of our products. Whilst we appreciate how frustrating it is, we are unable to refund the difference in price on any items you have purchased that then goes into sale or into further markdowns.

You can of course return the item for a full refund and then re-order the same item at the sale price, given that the returned items is in accordance with our returns policy. Please be aware, however, we are unable to guarantee that another customer won't purchase the item first.

Please proceed through our returns platform for all international customers.

If you wish to drop off your return please follow the instructions on DHL locator and choose your country and fill in your location (address or zip code) to locate your nearest DHL Express points.

To schedule a pickup by a DHL courier, follow the instructions here.

1. Please follow the steps below to return your item(s):
   Find a container that will fit all of the items you are returning. It is recommended to use a bag to avoid high shipping costs.
2. Place all the items you selected to return, including this note, into the container and seal it. Make sure the container fits the items as snugly as possible, to avoid excess shipping costs. Also make sure there are no tracking or shipping labels attached to the container.
3. Print the Return Label and affix it securely to the outside of the package. If an order number is required by the courier company to arrange the collection, please provide your order number starting with a hashtag, followed by 5 numbers #00000.

For international customers, we provide a pre-paid returns label at a cost, which will be deducted from your refund.

Europe Zone 1 & 2 - €10 EUREurope Zone 3 - £10 GBPUSA - $10 USDHong Kong - $100 HKDChina - £15 GBPAustralia - $20 AUDCanada - $20 CADSwitzerland - 15 CHFNorway - 120 krNew Zealand - $25 NZDRest of the World - £15 GBP

Online orders and mail orders can be returned to any Studio Nicholson store in the UK however please note that refunds cannot be issued by the retail staff and your request will be forwarded to our returns department for processing.

Please note, purchases made in-store can only be returned to one of our physical stores.

Your order number can be found in the order and shipping confirmation emails you will receive after placing an order with us. If you have created an account with us, you can view your full order history in your account area.

Our store aims to process all returns within 10 working days of receiving them. We will send you a 'Refund Notification' email to confirm that we have refunded your card after your return has passed our quality review.

* Please note - during busier periods it may take up to 14 days to process refunds once your return has arrived at our warehouse. Thank you for your patience

Our prices on our online store reflect the changes in trends, customer demand and our own stock availability of our products. Whilst we appreciate how frustrating it is, we are unable to refund the difference in price on any items you have purchased that then goes into sale or into further markdowns.

You can of course return the item for a full refund and then re-order the same item at the sale price, given that the returned items is in accordance with our returns policy. Please be aware, however, we are unable to guarantee that another customer won't purchase the item first.

Our Loyalty System is a community of customers and like-minded individuals: by joining you will automatically gain early access to product launches and to promotions and sales. By shopping with us you can earn points - which can then be used to receive a discount on all future purchases.

There's a few ways. You will earn a point for every pound you spend with us (or your local currency covered to GBP), but you can also gain points by creating an account, and get further discounts by referring a friend. We'll also gift you 200 points on your birthday - conveniently, that's enough for a 10% discount.

You can see your points total - along with all other details of the Loyalty System - within your account. Simply log in to your account on our site and navigate to the 'Rewards' tab; your balance will be displayed here.

You can easily use your points whenever you see us in store or visit our site. Simply log in to your account and visit the 'Rewards' tab: there you can generate a code that can be used in the checkout.

Once you've earned your points, they will be yours for a year.

Your points are automatically allocated to your account as soon as you make a purchase. If you believe there's an issue with your points total, feel free to contact us at service@studionicholson.com.

Not many. Unfortunately you can't use your points on any sale products, or during any other promotional discounts. There are also certain products that are excluded: mostly collaborations, but occasionally other products.

Points will be issued in the value of your local currency, then converted to their total in GBP.

This service is currently only available in Greater London (that's all 32 boroughs and the City).

We can come to your home, your office, or to any other available address in Greater London.

While we cover most of the fees, there is a delivery charge of £10 payable by card at your appointment. There is no additional spend or purchase requirement.

A Studio Nicholson-trained member of the Harper Concierge Team will deliver your pieces to any address you specify.

Appointment slots are one hour, and you have 40 minutes of try-on time after you take delivery. Please note that your stylist may arrive at any time during your 1-hour slot.

If you'd like to keep one, some, or all of your pieces, your concierge will be able to take payment at your appointment via a mobile iZettle card reader, which accepts most cards and contactless payments.

If you would like to return purchases made through Harper Concierge later, please contact our Customer Care team.

You can get in touch with Harper Concierge via phone: +44 (0) 333 939 8123, email service@harperconcierge.com or WhatsApp:  +44 (0)753 922 7126