Frequently Asked Questions (FAQ)
Have a question? Below you'll find answers to the most common enquiries. If you can't find what you're looking for, please feel free to contact us here
Shipping & Delivery
1. What is your shipping policy?
We offer free shipping within the United Kingdom on all orders. Each item is carefully packed and handled to ensure a safe and timely delivery. International shipments may incur additional fees which will be calculated at checkout. For further info please see our Shipping Policy
2. Do you deliver to collection points or pickup lockers?
At this time we only deliver to the shipping address provided at checkout. Delivery to collection points or lockers is not available.
3. What are your delivery times?
Orders placed by 6:00pm (GMT/BST) Monday to Friday are prepared for dispatch within 2-3 business days. Once shipped, delivery in the UK typically takes 4-9 business days, depending on location. During busy periods, the total delivery time may range from 6 to 12 business days.
4. How can I track my order?
Once your order has been shipped, you'll receive a confirmation email with a tracking number. You can use this number to track your order via our Tracking Order Page
5. What if my package hasn't arrived or is lost?
If your order hasn't arrived within the expecteddelivery time, please first check the tracking information provided in your shipping confirmation email. If it's still unclear, please contact us at support@layerstudio.co.uk. If your parcel is confirmed lost we can either resend your order or issue a full refund, whichever you prefer.
6. Which shipping partners do you use?
We work with trusted couriers within the UK, including Royal Mail and DHL, to ensure safe and reliable delivery of your order. The courier may vary depending on the size / weight of the order.
7. What if my item arrives damaged?
If your item arrives damaged, please email us at support@layerstudio.co.uk within 7 days of receiving your package. Be sure to include your order number and photos of the item and packaging. We'll arrange a replacement or refund straight away.
Returns & Refunds
8. How do I return an item?
If you're not completely satisfied with your purchase, please visit our Returns Page within 30 days of delivery to initiate a return. Items must be unused, in their original condition, and include all original tags and packaging. Refunds are issued once we recieve and inspect the returned item.
9. How long does it take to process a refund?
Refunds are processed within 10 working days of receiving and inspecting the returned item. You will recieve a confirmation email once your refund has been issued.
10. Who pays for the return shipping costs?
For damaged, incorrect or faulty items, we'll cover the return shipping costs. For all other returns (such as if you changed your mind) the return shipping is at your own expense.
Privacy
11. How do you protect my privacy?
We take your privacy very seriously. All transactions and personal data are protected by SSL encryption, and we never store your credit card information. Your data is never shared with third parties without your consent.
12. Will my data be shared with third parties?
No. We do not sell, share or trade your personal information with third parties. Your data is used solely for order processing and customer support. Learn more in our Privacy Policy.
Payments
13. What payment methods do you accept?
We currently accept the following payment methods:
- Visa
- Mastercard
- Apple Pay
- Google Pay
- Maestro
- Shop Pay
14. What currency are payments processed in?
All transactions are processed in GBP (British Pounds). If you're shopping from outside the UK, your bank may apply conversion fees or use their own exchange rates.
15. Are my payments secure?
Yes - your payment security is top priority. All transactions are protected with SSL encryption to ensure your information is safe.
16. How will I know if my payment was successful?
After a successful payment, you will receive an order confirmation email. If you don't receive it, please check your spam folder and then contact us at support@layerstudio.co.uk
17. What should I do if my payment is declined?
Please double check your card details, billing address and available funds. If the issue continues, contact your bank or card provider. You're also welcome to reach out to us for assistance at support@layerstudio.co.uk