Returns and Exchanges
We gladly accept returns, exchanges and cancellations. Contact us within 14 days of delivery. Return items back within 30 days of delivery. Request a cancellation within 10 days of purchase. Shipping and handling is non-refundable. Please note we are unable to return funds to any other account other than the original payment method.
Conditions of return
Buyers are responsible for return postage costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value. Once the item is returned we will initiate the refund process. Please note, you must include your order number in the return package for the refund to be processed.
Please only ship to this address:
Durleighmarsh Farm
MVHStudios Unit 12
GU315AX
United Kingdom
For UK customers: Please send it via Royal Mail, Small Parcel Service, Tracked 48 (current rate 3.39GBP as of 1st Jan. 2025) - follow this link to get a label.
Email a photo of the shipping receipt with the tracking number to support@mvhstudios.co.uk so we can track and refund the shipping cost of up to 4GBP to your original payment method.
Additionally for USA, AUSTRALIAN and other international customers:
Use a non insured, small parcel service such as your local postal system for the shipment. Please also ensure that the value declared for the return is 20 USD / 40 AUD / 25 Euro, independent of the contents as any more will incur customs charges for the return and possibly not arrive at our offices.
Email a photo of the shipping receipt with the tracking number to support@mvhstudios.co.uk so we can track and refund the shipping cost of up to 20GBP to your original payment method.
Warranty
If you have any issue with our products, please contact us at support@mvhstudios.co.uk and if possible, provide a photo of the problem. While all our products are hand made and custom made, we pride ourselves in making sure that our customers are getting the best possible after sales support. If something brakes during shipping, install or up to a year after the purchase date, we will send you a replacement for the parts, free of charge.
Send the item well packaged to our return address (see above). Include a note with the order number or a print out of the email reagrding the warranty request. Email a photo of the shipping receipt to support@mvhstudios.co.uk so we can refund the shipping cost to your original payment method. Once the replacement or repair has been processed, we will ship out the part at no cost to you. Repairs and warranties are always considered a priority for us, so we make sure you do not need to wait for any longer than necessary.
Shipping
We ship internationally from the United Kingdom, tracked and signed where possible and most of our products go out the same week we recieve the order. Should there be any delays we will notify you via email and via our website updates (banner). Please be so kind and always add a phone number to your address as we often use a courier service to ensure delivery can be door to door.
Import duties and tax (VAT)
Should you order from outside the UK be aware that depending on your countries laws, there can be an additional fee due on recieving your order. If you are ordering from within the EU, you will not need to pay for import duties as we are a registered IOSS company ( IM3720013394 ). We ship from the United Kingdom and for exported items we do not charge any value added tax but are required by law to supply a commercial invoice declaring the value of your order. On import to your country, this invoice is used to calculate any import tax and duties. Should you need any help or have questions, please get in touch with us so we can work out a solution for you.
Shipping times
We ship most of our products the same week we recieve the order. There can be exceptions during high demand periods (Black Friday, Christmas, holidays) but we will keep you up to date with status emails. Should there be any delays we will notify you via email and via our website updates (banner). Please email us with your order number if your package has not arrived on time or has gone missing so we can help by either sending a replacement or a full refund.
How long does it take to ship?
Good news, we are catching up and can pretty much finish your order the next day. At the moment we can just about make that time frame but it depends on how many orders we get rushing in. Should there be any delays we will notify you via email and via our website updates (banner). Please do message us if you need an update - we will answer every message.
Where is MVHStudios located?
England, Hampshire. Fulfillment (shipping) is done from the UK.
Will you keep me updated with the progress?
Once the order is ready to ship, you will be emailed with a tracking number for your order.
What does the waiting list mean?
We try to avoid using waiting lists but sometimes we simply are overrun with orders or we run out of supplies. This is when we stop taking orders and offer you to sign up to a waiting list. Once we can resume production and sales, we then work off the list in the order that the registrations were made.