Hi, how can we help you?

Below are our most frequently asked questions. If you can’t find your answer here, feel free to contact us.


How do I place my order?

You can place your order via our website. All you need to do is to add the products to the cart and proceed to checkout. To finalize the transaction, we need you to provide us the necessary information (addresses, email and phone number) 

When will my credit card be charged?

To ensure a smooth processing of your order, your card will be charged immediately after placing the order.

If a product is not in stock, can I still order it?

Yes. You can still order your product. The average time for production would be about 5 weeks. You will be informed in each case what time exactly you should expect for the delivery.  

How is my payment processed?

We work with a well-established payment provider called Stripe. All communication is done via a fully secure connection.

Can I change or cancel an order I just placed?

If you made a mistake during the purchasing process or just simply changed your mind, the order can be modified as long as it has not been shipped from our warehouse. To ask for the shipping status or alter your order, please get in contact with our Customer Team via email at shop@thisisutil.com or Whatsapp +351 912 366 997.

How can I pay for my UTIL order?

We currently accept most major credit cards, as well as PayPal.

Product Related

Can I order a customised product, with a color you currently don’t provide?

We do not customise our products in shape or color. Nonetheless do get in touch with our Customer Team at shop@util.test so we can find a way to assist your request.

How good is the quality of UTIL furniture?

UTIL products are designed down to the finest detail. Our Product Development Team obsesses over materials and finishes to make high-quality items that will serve you for years. Every piece is tested and adheres to various global and local quality standards.

Can I store my vinyl records on a Plié Unit?

Yes, the distance in between shelves is just perfect for your records – 33cm.

Where are the UTIL products made?

All of our products are manufactured locally, in Portugal. We constantly develop our designs until we are fully satisfied with every detail. To ensure the highest quality craftsmanship, we only work with trusted factories with which we have built our professional collaboration.

Shipping and Delivery

What is UTIL's delivery policy?

Read our Shipping and Return Policy for more details.

How much does UTIL charge for shipping?

We don’t charge for shipping within European Union for orders above 100€. When ordering outside European Union shipping costs will be charged. Although, we want to make sure that we find the best quotation to ship your products – we will evaluate on a case-to-case basis every shipping to give you the best option. Also, additional customs charges and national VAT will be charged directly by the local tax authorities and needs to be paid separately by the customer. Should you have further questions regarding additional charges please contact your local tax office.

How long do I have to wait for my products?

Unless otherwise stated on the product page, orders ship within a 7 days. During a pre-order period some products will ship right away and some will ship later. Depending on how many people ordered the product before you, you will get your product in the first batch or a later one. We will make sure to let you know when your product is expected to be shipped.

To which countries does UTIL ship?

We currently ship to most countries in the European Union, Norway, Switzerland and the UK. We also ship to the United States, Japan, South Korea, Hong Kong and Singapore.

How is VAT handled when goods are shipped to Norway/Switzerland/UK?

All prices on the website are shown including VAT. For clients purchasing goods to Norway, Switzerland and UK VAT will be excluded on the check-out. Additional customs charges and national VAT will be charged directly by the local tax authorities and need to be paid separately by the customer. Should you have further questions regarding additional charges please contact your local tax office.

Warranty and Returns

What can I do if a product arrived damaged?

Once you have received your delivery, please inspect it for quality. We will return, refund or replace any item that arrives damaged. Please get in touch with our customer team at shop@thisisutil.com

What do I need to do if I want to return a product?

If you are not happy with your product, you may return your non-damaged and unused UTIL. The customer is responsible for shipping charges associated with returning a non-damaged item. You have 14 days to proceed with the exchange.

In order to initiate the process simply contact UTIL Support Team at shop@thisisutil.com or via Whatsapp – +351 912 366 997 – with your order number.

Please look here for more details.

Does UTIL furniture come with a product warranty?

Our products come with a 5-year warranty starting from the day you received the product. You should therefore always keep your sales receipts and delivery statements. Please read our full terms and conditions for our 5-year limited Warranty.