Shipping policy

Shipping Methods & Carriers

Standard Volumes - Parcel Shipping: UTIL uses DHL and DHL Express as the standard delivery services for parcel shipments. Once your order is shipped, we will email you a tracking link. 

Important: If you are not present at the agreed delivery time, your item may be returned to the warehouse. In this case, you must contact us to arrange re-delivery, and an additional delivery cost (equal to the original shipping fee) will apply.

Inspecting Your Delivery

Always inspect your package for visible damage before signing the delivery confirmation.

If the package appears damaged:

  • Ask the driver to wait while you check the contents
  • Do not accept delivery if the packaging or products are damaged
  • Contact us immediately at shop@thisisutil.com

Shipping Costs

We offer free shipping within the European Union, the UK, and Switzerland. For other countries, shipping costs will be calculated at checkout.

Import Duties & Taxes:

USA, Switzerland, and the United Kingdom: Duties, import taxes, and customs charges are calculated and collected upfront at checkout. No additional charges will apply on delivery. 

Other non-EU countries: Customs duties, tariffs, and national VAT may apply and will be charged directly by local tax authorities. These charges must be paid by the customer separately. For questions about additional charges, please contact your local tax office or customs authority. 

Delivery Terms: For orders shipped to the USA, Switzerland and the United Kingdom, delivery is on a DDP (Delivered Duty Paid) basis, meaning duties and import taxes are already included in your checkout payment. For all other non-EU destinations, delivery is on a DAP (Delivered at Place) basis, which means the buyer is responsible for handling duties/taxes directly with the carrier upon delivery. Please note that installation, packaging removal, and assembly are not included in our delivery service.

Shipping Time

Delivery times for products are displayed in the Web Shop or agreed upon separately with the customer. Please note that all shipping times are estimates and may vary.

Dispatch Time: Our average processing time before dispatch ranges from 5 working days to 8-9 weeks, depending on product availability.

Transit Time (after dispatch):

  • DHL Parcel: 4-5 working days
  • DHL Express: 2-3 working days

Important Notes:

  • Shipping times shown on product pages and in order confirmation emails are estimates only.
  • Holiday seasons may affect expected delivery times
  • Sale and promotional events may result in extended dispatch times — please allow extra time for your order to be processed. 
  • Total delivery time = Production time + transit time

Incorrect Address & Failed Delivery

UTIL is not responsible for verifying the accuracy of customers' shipping addresses.

Incorrect Addresses: If a package cannot be delivered due to a wrong address, any additional costs incurred by UTIL will be charged to the customer.

Failed Delivery Acceptance: If you fail to accept delivery of your order, the package will be returned to UTIL. In such cases:

  • The product will not be automatically re-shipped
  • You will not receive a refund for the purchase price or shipping costs

Exception - Re-delivery Option: You may request re-delivery if:

  • You contact us within 8 days of the failed delivery date
  • You pay all re-shipping costs