Returns and cancellations

For a return, a cancellation or a damaged piece, email hello@ripleysnest.co.uk or message us. Tell us your order number and what has happened.

Changing your mind about a standard piece

For most non-personalised pieces bought online, tell us you want to cancel within 14 days, starting the day after delivery. You then have a further 14 days to send the piece back. You don't need to use a particular form.

We'll confirm the return address. Pack the piece securely. You pay the direct cost of sending it back. If it has been handled more than you'd need to inspect it, the refund may be reduced.

Custom and personalised pieces

Pieces made to your specification or clearly personalised don't normally carry the change-of-mind right to cancel. Under our policy, a custom or personalised order can't be cancelled once work starts. If you need to change or cancel one, contact us as soon as you can, before that point.

A piece isn't excluded from the standard cancellation rights just because we make it after you order.

Faulty, damaged or wrong pieces

Your statutory rights apply to every order, including personalised pieces. Send us your order number and clear photos of the piece and its packaging as soon as you can. We'll tell you the next step before you send anything back. If a return is needed because a piece is faulty, damaged or wrong, you won't pay the reasonable cost of returning it.

Refunds

We refund an eligible change-of-mind return to your original payment method within 14 days of receiving the piece, or of seeing evidence that you've sent it back, whichever is sooner. Your bank or card provider may take longer to show it.

Read the full refund policy for refund details, digital gift cards and an example cancellation notice.