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FAQs

FREQUENTLY ASKED QUESTIONS

Delivery

You will receive tracking information in an email, which will also tell you which delivery company your order has been sent with.

SHOWstudio / MACHINE-A is always seeking the best, fastest and most convenient delivery options for you. We might use FedEx, UPS, DHL among other trackable services.

Standard delivery to most UK postcodes generally takes up to 2 working days, Express EU delivery up to 4 working days and Express International delivery up to 5 working days.

If you would like your order sooner, please email online@machine-a.com for further options. For bespoke or special delivery items, a separate communication of delivery cost may be made.

We will make every effort to deliver goods within the estimated timescales. However, please note that delays are occasionally inevitable due to unforeseen factors or events outside our control.

You will be the importer for the international delivery of your order (i.e. any Order delivered to a country other than the UK). Therefore, before placing an order, it is your responsibility to check that the products you are planning to import comply with state and federal government import regulations and that there are no local requirements or restrictions which may affect receipt of your order. If any customs requirements apply or charges are due, you agree to be responsible for these.

We will refund or exchange any item you are not completely happy with when you return it to us in a saleable condition within 14 days of the item being delivered to your nominated address. 

Please return items in their original condition, unused, in their original packaging, with garment tags and any other security devices still attached.

Email online@machine-a.com with the details of your order and reason for return. You will be responded to within two working days with instructions to send the goods back. Once we have received the item(s) a refund will be issued to your credit/debit card.

You can also return products to the store your order has been despatched from, either the SHOWstudio Shop at 22D Ebury Street, London or MACHINE-A at 13 Brewer Street, Soho, London. Please ensure to notify SHOWstudio / MACHINE-A prior to return, and receive a confirmation of which store your item must be returned to. You must also bring the original delivery note with you as proof of purchase.

Once you place your order, you will receive an order confirmation email. This means your order has registered and has been received by us. If you can’t find an email from us in your inbox, please contact us on online@machine-a.com.

We currently accept Maestro, MasterCard, Visa, Visa Debit and American Express cards, as well as payments through PayPal.

Please email online@machine-a.com to cancel an order. 

Upon cancellation of an order, SHOWstudio / MACHINE-A will refund the whole sum paid by you excluding costs of postage and packing for delivery to you within 30 days of you notifying us.

We currently do not offer an exchange service via post. If you wish to exchange an item, please return the goods as above and we shall contact you and assist you with your new order.

You are responsible for the cost of returning the goods to SHOWstudio / MACHINE-A upon cancellation of an order. If you do not return the goods cancelled, we may arrange to collect them and will deduct the cost of such collection from the refund due to you.

The website takes payments in Pounds (£) sterling for orders placed for delivery within the UK. Customers indicating delivery within the EU will be charged in Euros (€). Both the Pound (£) and Euro (€) pricing shown on the website are inclusive of European Union (EU) VAT.

If you are ordering delivery to any international destination outside the EU, pricing will be indicated in US Dollars ($) excluding of European VAT, and no import taxes and duty charges will be included in the price.

If you are ordering delivery to an international destination and choose to pay for your order using a payment card with a foreign currency denominated account, the account will still be taken in US Dollars ($) at the foreign exchange rate applied by your relevant credit card provider or bank at the time of processing your order. Your international credit card provider or bank will determine the exchange rate and may add an additional processing or administration charge which you will be liable to pay.

On the occasion that we do not have enough information and are unable to verify your order, one of our team members will be in touch with you by email. We might request you to provide us with additional information, to make sure that your order was placed by you. You might be asked to confirm the last four digits of your card and the issuing bank, or provide us with a few images of bills or other official post, that shows your name and the address you specified your card to be registered to.

To give you even more confidence in shopping online with SHOWstudio, we have introduced Verified by Visa and MasterCard SecureCode. This service protects your existing card account from unauthorised use when you shop with us.

To use this service, you must first register with the bank or other organisation that issued your card. Once you have registered and created your own private password with your card issuer, you will be automatically prompted at checkout to provide this password each time you make a purchase. This means that even if someone knows your debit card number, they will be unable to complete a purchase without your private password.

All UK card payments are taken through Shopify Payments, in a level 1 PCI DSS compliance in-frame integration on our checkout page. We do not have access to any sensitive information, including your card details, at any stage of the payment process.

To help ensure that your shopping experience is even more safe, simple and secure SHOWstudio uses a Secure Socket Layer (SSL) technology. This encrypts and protects the data you send to us over the internet. If SSL is enabled then you will see a padlock at the top of your browser and you can click on this to find out information about the SSL digital certificate registration. You will also notice that when you look at the location (URL) field at the top of the browser you will see it begin with 'https:' instead of the normal 'http:'. This means that you are in secure mode.

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