Delivery & Returns

SHIPPING & DELIVERY

Last updated 7 October 2026

Where we deliver

We deliver throughout the United Kingdom — England, Scotland, Wales and Northern Ireland. Some Highland, island and other remote postcodes carry a surcharge or a longer transit time; this is shown at checkout before you pay.

We do not ship outside the United Kingdom. If you are ordering from elsewhere and want a Studio Scratch piece, email us at info@studioscratch.uk — we may be able to arrange something for a project, but we cannot do it through the website.

How long it takes

Lead times are stated on each product page and are the figures that apply to your order. If a piece is made to order the product page will say so before you buy.

We will always deliver within 30 days of your order unless we have agreed a longer period with you. Made-to-order and bespoke pieces exceed 30 days by their nature, and by placing the order you agree the longer period stated above.

What it costs

Delivery is charged by size, weight and destination — some of our floor lights and larger pendants weigh over 10kg and are charged accordingly. The exact cost is shown at checkout before payment.

Delivery is free on UK orders over £250, VAT included. Below that, the cost is shown at checkout before payment.

Tracking

You will receive a dispatch email with tracking as soon as your order leaves us.

Collection from the studio

You can collect from our Glasgow studio. Choose Pick up at checkout instead of delivery, and pay online as normal — there is no charge for collection.

We are a working studio and open by appointment. When your order is ready we will email you; reply with a day that suits and we will confirm a time. Suite 102, 36 Washington Street, Glasgow G3 8AZ.

Please bring your order confirmation. Larger pieces are heavier than they look — a floor light can exceed 12kg — so come with a car rather than a bus.

If something arrives damaged

Please check your order on arrival. If anything is damaged in transit, email info@studioscratch.uk with photographs as soon as you can — ideally within 48 hours. That short window is what allows us to claim against the courier and get a replacement to you quickly.

It is a request, not a deadline on your rights: your statutory rights under the Consumer Rights Act 2015 are unaffected by when you tell us.

Delays

We are not responsible for delays caused by the courier, by weather, or by other events outside our control. If your order is significantly delayed we will contact you.

REFUNDS & RETURNS

Last updated 7 October 2026

Changing your mind

If you are a consumer you have 14 days from receiving your order to tell us you want to return it, and a further 14 days to send it back. You do not need a reason.

To start a return, email info@studioscratch.uk with your order number and which pieces you are returning. We will confirm the return address.

Condition

Pieces must come back unused, uninstalled and in their original packaging, in a condition we could sell them in again. Our packaging is designed to protect substantial metal fixtures — please keep it until you are certain you are keeping the piece.

You may handle goods as you would in a shop. If a piece comes back showing handling beyond that — installed, marked, or with the finish worn — we may reduce your refund to reflect the loss in value.

Return postage

You pay for return postage when you are simply changing your mind. We pay when the piece is faulty, damaged in transit, or not what you ordered.

Please use a tracked service. Until it reaches us the piece is your responsibility, and several of our fixtures are heavy and fragile.

Your refund

We refund within 14 days of receiving the goods back, to your original payment method. That includes standard outbound delivery — if you paid extra for a faster service, we refund the standard rate.

What cannot be returned

• Bespoke and customised commissions — anything made to your own specification, in a finish, size or configuration not offered as a standard option on this site. We will make this clear before you order.
• Gift cards.
• Clearance and final sale items, where marked. Your rights over faulty goods still apply.

Faulty or damaged

Email us with photographs and we will replace or refund at no cost to you, return postage included. Under the Consumer Rights Act 2015 you have 30 days from delivery to reject faulty goods for a full refund, and rights to repair or replacement after that.

Tonal variation between pieces, visible welds and the textured character of a hand-finished surface are features of the materials, not faults. Sari shades vary by their nature and no two are the same.

Cancelling before dispatch

Email us as soon as possible. If the order has not been dispatched we will cancel and refund in full. Bespoke commissions may be cancelled without charge only before work has begun.

Collected orders

If you collected from the studio, the same 14 days apply from the date you collected. Please bring the piece back to us by appointment rather than posting it.

Trade orders

Trade orders are business-to-business. Consumer cancellation rights do not apply, and returns are at our discretion on the following terms.

• Authorisation first. Email info@studioscratch.uk within 14 days of delivery with your order number and the reason. We will issue a returns authorisation. Goods sent back without one may be refused.
• Condition. Unused, uninstalled, in original packaging and in a condition we can sell again.
• Restocking charge of 20% of the trade price, deducted from the credit.
• Carriage both ways is at your cost.
• Credit note by default, valid 12 months. We may issue a refund instead at our discretion.
• Not returnable: bespoke pieces, custom finishes, custom sizes and special orders. These are made for your project and cannot be resold.
• Faulty or incorrect goods are outside all of the above — we replace or credit in full and pay the carriage.
• Project surplus. If a scheme over-orders, talk to us before the 14 days are up. We would rather agree something sensible than lose the next specification.