Customer Care
ORDER PROCESS
Dubois ships orders Monday to Friday only (excluding UK public holidays). Please allow
up to 3–4 business days for your order to be processed and packed prior to dispatch.
Delivery time depends on your chosen courier service and destination. All delivery times
provided are guidelines only and do not account for potential delays caused by payment
authorisation, stock availability, or customs processing. We ship throughout the UK and
internationally. Once your order has been fulfilled, please allow 24 hours for your tracking
number and shipping status to update. Next-Day Delivery orders must be placed by
12:00pm GMT to be delivered the following working day.
ORDER CANCELLATION
Once a shipping label has been created, it is not possible to cancel your order. If you wish to cancel, please contact contact@duboisstudios.com within 1 hour of placing your order. We
cannot guarantee cancellation, as your order may already have been processed and
shipped. This policy also applies to requests to change your shipping address.
PRE-ORDERS
For items listed as pre-order, please refer to the estimated delivery window stated on the
product page. For updates on your pre-order, contact contact@duboisstudios.com.
UK SHIPPING
All UK orders are shipped via DPD Next Day or Royal Mail Tracked 24, depending on your
selection at checkout. Standard delivery usually takes 1–3 business days, subject to
payment authorisation and verification. Expedited delivery will only be processed
Monday–Friday during business hours. Please check our homepage banner for updates
on seasonal or temporary studio closures.
UK SHIPPING COSTS
Shipping costs are calculated at checkout based on your delivery location and service
choice. Dubois is not responsible for delays in shipping or delivery due to weather, strikes, or other circumstances beyond our control.
P.O. BOXES
Please note that DPD and most courier services cannot deliver to P.O. boxes. If a P.O.
box is entered as your delivery address, our team will contact you for an alternative, whichmay delay your order.
LOST OR MISSING PACKAGES
If your order is lost, damaged, or missing in transit, please email contact@duboisstudios.co.uk.
We will open an investigation with the courier, and if confirmed, issue a replacement or refund.
INTERNATIONAL SHIPPING
International orders are shipped via DHL Express or Royal Mail International Tracked.
Where applicable, we ship Delivery Duty Paid (DDP) so duties and taxes are paid at
checkout.
TAXES & DUTIES
Orders shipped outside the UK may be subject to local customs charges, duties, or taxes.
These vary by country and are outside our control. The recipient is responsible for any
Import Fees. If you refuse a shipment, you will be charged for the original delivery costs,
any Import Fees incurred, and the return shipping cost.
AUTHENTICITY OF PURCHASE
We take pride in ensuring every Dubois product is of the highest quality and 100%
authentic.
Purchases from Dubois: We guarantee the authenticity of all products
purchased directly through our official website or in-store.
- Every item is carefully inspected before dispatch to ensure it meets our quality standards.
Purchases from Other Sources:
- We cannot verify the authenticity of products purchased from third-party sellers,marketplaces, or unauthorised retailers.
- To ensure authenticity, we recommend buying exclusively from our official channels.
Customer Confidence: If you have concerns about an item purchased directly from us, please contact contact@duboisstudios.com for verification.
Dubois is not affiliated with any unauthorised sellers or marketplaces and cannot
guarantee the authenticity of products sold outside our official channels.