Questions
Frequently Asked Questions
Short answers about orders, delivery, returns and personalised pieces.
Ordering and delivery
How long does an order take?
Most pieces are dispatched in around 7 working days (Monday to Friday, not bank holidays). Delivery time is added on top. For a custom bust, the 7 days start once we have your photos and details. The product page gives the timing for each piece.
Is delivery included in the price?
Yes, in the UK. UK delivery is free on every order, with no minimum spend and no code needed. Your full total is shown at checkout before you pay.
When should I order for Christmas?
Order by 14 December for UK delivery, or by 25 November for the US. Personalised pieces take a little longer, so order those earlier if you can.
Do you deliver outside the UK?
Yes, where checkout offers delivery to your address. International delivery and any charge for it are shown at checkout before you pay. Your country may add customs duties or import taxes. See Delivery.
Can I track my order?
Yes. We email your tracking details when your parcel leaves us. You can also track an order here.
Can I change my delivery address?
Email us as soon as you can. We can't promise to change it once your order is being processed or has been dispatched.
Returns and problems
Can I return something?
For most standard, non-personalised pieces, yes. Tell us within 14 days, starting the day after delivery, then send it back within a further 14 days. Custom and personalised pieces can't normally be cancelled once we've started making them. See Returns and cancellations.
What if my order arrives damaged?
Email hello@ripleysnest.co.uk with your order number and clear photos of the piece and the packaging, as soon as you can. Please don't send it back until we've told you the next step. Your statutory rights still apply, including for personalised pieces.
Personalised pieces
How do photo-based pieces work?
Follow the steps on the product page. Add the photos and wording it asks for before you add the piece to your basket. If you can't provide something it needs, message us before ordering.
Will I see my custom piece before you make it?
For a Custom Pet Bust, we send you a design proof to approve before we make it. For other personalised pieces, the product page says whether a proof is included.
Can I add a name or my own wording?
On many personalised pieces, yes. The product page shows what wording you can add.
About Ripleys Nest
Where are your pieces made?
In our workshop in the Lake District, Cumbria, UK.
What are your pieces made from?
It depends on the piece. Its product page gives the materials.
