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COVID-19 – In the interest of the health of our team following government recommendations, we have made adjustments and will despatch orders placed every Friday. Click here for more details.

Covid-19


Covid-19

**UPDATE 30/3/20**

The next despatch date is Friday 3rd April.

International: All international orders please click here to check for info on UPS deliveries in your country BEFORE placing your order

Customer returns: For any customers making good of the Studio19 24-month guarantee. The Royal Mail network in our area will no longer be delivering items other than those that are marked as "Special Delivery" or "Recorded Delivery". Please be advised that when returning items to us for inspection or exchange that you must send them via either Special Delivery" or "Recorded Delivery". Any items sent by other means will be retained by Royal Mail for delivery at a future date when their network is fully operational.

Following UK government advice, all of our team will be working remotely (from home) for the foreseeable future.

We will be running operations as close to normal as possible, however please see the below for more detailed information. 

Customer Care/Tech Support:

Our customer care/tech team is still available via email on justask@studio19.london 

Please note that our phone lines are now unmanned!

New Orders:

To minimise our teams exposure to the Coronavirus, we will be despatching ANY and ALL orders every Friday at 12pm GMT (regardless of what day they were placed). The next despatch date is Friday 3rd April. Therefore you may not receive order despatch confirmations until the Friday of the week you place your order. 

ALL orders will be sent with Royal Mail 2nd Class. Due to the current viral situation, Royal Mail may have delays within their network (unfortunately we have no control over this), therefore please allow a minimum of 10 working days for deliveries once despatched. 

Please DO NOT choose NEXT DAY or SATURDAY DELIVERY options at checkout, these shipping costs will be refunded to you and your order will only be sent out as Royal Mail 2nd Class on Friday's.

Any orders placed after 12:00 GMT on a Friday WILL NOT be processed until the following Friday.

International Orders:

All international orders will be processed the same as 'Free Delivery' and domestic orders. They will be despatched with UPS every Friday at 12:00 GMT, however, you must select your international shipping option. Please click here for more info on UPS shipping BEFORE you order. 

We will be monitoring the Covid-19 situation daily and reserve the right to change these rules without notice (please check this page for updates). Should the UK Govt impose stricter regulations, we reserve the right to cancel any outstanding orders or suspend shipping entirely, this is in the interest of the health and safety of our team. 

Should you still wish to keep your order, we will ship it upon the lifting of Govt regulations and when we deem it safe for our team to be leave the safety of their homes. 

Guarantees and Replacements: 

For any customers that are making good of the 24 month Studio19 guarantee for repairs or replacements, a member of the team will be visiting the office one day per week (Friday's) in order to check mail deliveries. It is of vital importance that you advise us BEFORE you send any products back to our office for inspections. Replacement products will be sent out on that same Friday providing they are received at our offices before 12pm GMT*.

*We will endeavour to test returned products as quickly as possible, but please be advised that we discharge and recharge (for 8 hours) any products containing lithium batteries. Therefore replacements of these products may not be despatched until the following Friday. 

NEW UPDATE - Customer returns: For any customers making good of the Bitmore 24-month guarantee. The Royal Mail network in our area will no longer be delivering items other than those that are marked as "Special Delivery" or "Recorded Delivery". Please be advised that when returning items to us for inspection or exchange that you must send them via either "Special Delivery" or "Recorded Delivery". Any items sent by other means through Royal Mail will be retained by Royal Mail for delivery at a future date when their network is fully operational. Until we receive them we will be unable to action your request.

Important:

Please be advised that we send out our orders via 2nd Class Royal Mail - these items do not have tracking information, given the ever changing advice from the UK government, Royal Mail and other couriers may have slower than normal services. Therefore we request that you allow a minimum of 10 working days after we despatch your replacement. 

We do apologise for any inconvenience that this may cause, but appreciate your continued support and cooperation during this difficult time across the globe. 

Please also remember to take care of yourself, family members and those members of society that may be more vulnerable during this time.

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