FAQs
Shipping and Delivery
Is shipping free?
Yes — free to the EU, the UK, and Switzerland. Everywhere else, cost shows at checkout.
Will I have to pay customs or import duties?
Within the EU, there's no import tax at all — goods move freely between EU countries. For the USA, import tariffs are already built into the price. For the UK, Switzerland, and everywhere else, any customs duties are charged separately by local authorities on arrival.
How long will my order take to arrive?
Production takes 5 working days to 8–9 weeks depending on the product. Transit after that is 4–5 working days (DHL Parcel) or 2–3 working days (DHL Express). Total time = production + transit.
How can I track my order?
A tracking link is emailed as soon as the order ships. No account needed.
What happens if I'm not home for delivery, or my address is wrong?
Missed delivery: the item returns to our warehouse. Email shop@thisisutil.com to arrange re-delivery — an additional fee equal to the original shipping cost applies. Wrong address: any extra cost to fix it is charged to the customer. We don't verify addresses before shipping.
Warranty and Returns
Can I return a product if I just don't like it?
Yes — unused, original packaging, within 14 days of receiving it. Return shipping is the customer's cost. Email shop@thisisutil.com to start it.
What do I do if my order arrives damaged or with pieces missing?
Inspect on arrival. Tell us within 5 days if anything's damaged or missing. Keep the box — needed for the claim. Email shop@thisisutil.com for a partial refund or replacement.
The outer packaging looks damaged — what should I do before signing for it?
Check before signing the driver's Proof of Delivery. If it looks damaged, ask the driver to wait while you check inside. If the goods are damaged too, don't accept the package — contact shop@thisisutil.com.
Are defects from normal wear and tear covered?
No. Everyday wear, off-label use, or mishandling isn't a defect we cover.
Brushed Aluminium Finish — Care & Patina
Does the brushed aluminium finish develop patina over time?
Yes, and that's expected. The finish is raw aluminium, sanded by hand and left unsealed, so it's designed to pick up a patina with use over time. Because each finish is hand-applied, you'll notice subtle, natural variation from one piece to the next — no two are exact copies of each other, much like the grain in wood or the texture in leather. That's part of what makes it feel like a crafted material rather than a mass-produced one. If you'd rather have a perfectly uniform finish with no variation, our powder-coated options (like Light Grey) are the better fit — sprayed and cured for an even result every time, with no patina to expect.
How do I clean it?
Clean with a soft cloth and acetone — never use citrus-based or acidic products. That's all routine care really needs. Keep in mind the patina will keep evolving naturally over time, so the finish won't stay exactly as it looked on day one, and that's expected. If you notice uneven marks developing, like a ring left by a glass of water or smudges from handling it with damp or sweaty hands, wiping with acetone can help even out that patina rather than leave it patchy.
Is brushed aluminium suitable for a bathroom?
Not recommended — oxidation happens faster there, and the patina that develops isn't a good one. A powder-coated finish (e.g., Light Grey) is the better choice for bathrooms.
Showroom & Contact
Do you have a showroom?
Yes — Rua do Giestal 37B, 1300-275 Lisboa, Portugal, open weekdays from 14:00 to 17:00. Visits are by appointment, so please email shop@thisisutil.com in advance to schedule a time before coming by.
How can I contact you?
Email shop@thisisutil.com or WhatsApp +351 912 366 997.
Can I see your products in person somewhere outside Lisbon?
Yes — check the Retailers page in the menu.
Discounts & Trade Pricing
Do you offer a discount for first-time buyers?
Yes — sign up for the newsletter with your email. The first automated email includes a 10% discount code, usable on any product.
Do you offer trade or architect pricing?
Yes — email shop@thisisutil.com, or fill out the trade pricing inquiry form by clicking "Trade professional?" next to Add to Cart on any product page.
Do you offer trade or architect pricing?
Yes — email shop@thisisutil.com, or fill out the trade pricing inquiry form by clicking "Trade professional?" next to Add to Cart on any product page.
Customization & Add-Ons
Can I add drawers after buying a Plié system?
Yes — tall and short drawers are sold separately for Plié Floor Units, Wall Units, Sideboards, and Bookshelves, in the same lengths as the original system. Reach out to shop@thisisutil.com and we'll help you find the right fit.
Do the drawers have to sit where they're shown in the product photos?
No — the photo shows one example layout. Drawers can go in the top slot or the bottom slot, whichever you prefer.
Do Plié Wall Units allow cables to run behind them?
Yes — every Plié Wall Unit ships with the metal spacers needed to mount it. These create a gap between the unit and the wall, leaving room to route cables down the back. There's no back panel either, since the unit mounts to the wall instead of standing on the floor — so that space stays fully open and easy to access.
Can I get a product in a colour that isn't listed for it?
If the colour is part of the UTIL collection, yes — email shop@thisisutil.com and we'll sort it out. Custom RAL colours outside the collection are only available for trade or project orders.
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Can I get a fully custom size?
Not as a standard order — sizes are fixed to what's listed. Reduced or adjusted configurations (e.g. fewer shelf tiers) are only available for trade/project orders, and still within predefined size options, not open-ended customization.
Orders & Account
Can I change or cancel my order after placing it?
Yes, at any time — email shop@thisisutil.com.
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