Delivery & Returns
Every Grizz piece is handcrafted to order. Here is what to expect from the moment you order to the moment it arrives, and how returns, changes and refunds work.
Delivery
| Service | Time after dispatch | Price |
|---|---|---|
| UK Standard | 2–4 working days | £3.95 · free on orders over £60 |
| UK Express | Next working day | £7.95 |
| Europe · tracked | 5–10 working days | £9.95 · free on orders over £150 |
| USA & Canada · tracked | 7–12 working days | £12.95 · free on orders over £150 |
| Rest of world · tracked | 10–20 working days | £14.95 · free on orders over £150 |
Making and dispatch
Your piece is handcrafted after you order. It is typically ready within 3–5 business days and is dispatched within 1 business day of being ready. Bespoke commissions from the Atelier follow the timeline agreed in your quote.
Delivery times start from dispatch, and may be longer in peak periods or because of carrier delays.
Tracking
Every order is sent tracked. You will receive your tracking number by email once your order has shipped. Tracking updates can take 24–72 hours to appear after dispatch.
Orders outside the UK
We ship worldwide and charge in pounds sterling. Depending on the item, your order ships from the UK or directly from our workshop in Vietnam.
UK customers do not pay additional customs charges on delivery. Orders outside the UK do not include UK VAT, and may be subject to customs fees, import duties or local taxes set by the destination country. These are the buyer’s responsibility where they apply.
Changes and cancellations
Because every piece is made to order, production starts once your payment is confirmed. You can ask us to change or cancel an order within 12 hours of purchase for a full refund. After that, changes may not be possible if production or packing has already begun. Email [email protected] with your order number as soon as you can.
Returns
You can return items within 30 days of receiving your order. Items must be unused, in their original condition and in their original packaging.
Returns of fashion accessories are free. For other items, such as gift items, return shipping is paid by the customer.
To return an item: (1) email [email protected] with your order number and the reason; (2) we send you a return authorisation and instructions; (3) pack the item securely in its original packaging with all accessories; (4) use the prepaid label we provide and drop the parcel at the carrier location shown in the authorisation email.
Personalised, engraved and bespoke Atelier pieces are made just for you and cannot be returned unless they are faulty. Certain items may be non-returnable for hygiene or safety reasons; these are clearly marked on the product page.
If you would like to exchange an item for a different size, colour or piece, contact us and we will arrange it.
Refunds
Once we receive your return we inspect it, then process your refund to the original payment method. It can take 5 to 7 business days to appear, depending on your bank or payment provider.
Faulty, damaged or wrong items
If your order arrives damaged, faulty or not as ordered, contact us within 7 days of delivery with your order number and photos, and we will arrange a replacement or refund. This does not affect your statutory rights.
Lost or delayed parcels
If a parcel is lost in transit, we will resend your item or issue a full refund. If tracking shows delivered but you have not received it, contact us straight away with your order number and phone number so we can investigate with the carrier, and we will agree a fair solution with you.
Contact us
Grizz Studio® is a trading name of Genisys Media Ltd, a UK-registered company (company number 15622889).
Address: Suite A, 82 James Carter Road, Mildenhall, Suffolk, IP28 7DE, United Kingdom
Email: [email protected] · Phone and WhatsApp: (+44) 786-373-6329
Customer service hours: Monday to Friday, 09:00–17:00 (UK time). We reply within 12 hours on weekdays.
Still unsure? Our workshop team replies to every message personally.
Contact us