Refund policy

This policy covers cancelling an order, sending a piece back and getting a refund. Your statutory rights apply to every order.

Standard pieces: your right to cancel

For most non-personalised goods bought online, you can cancel without giving a reason. Tell us within 14 days, starting the day after the goods are delivered. You then have a further 14 days to send them back.

To cancel, email hello@ripleysnest.co.uk saying clearly that you want to cancel, and include your order number. You don't have to use a particular form. We'll confirm the return address and the next step.

Sending a standard piece back

You may inspect and handle the piece as you would in a shop. Please pack it securely for the journey back. If it has been handled more than was needed to inspect it, and that has reduced its value, we may reduce the refund.

After a change of mind, you pay the direct cost of returning a standard piece. If you paid for delivery, we also refund the cost of our least expensive standard delivery option. We don't refund any extra you paid for a faster or premium service.

When you get your refund

We refund an eligible change-of-mind return to your original payment method within 14 days of receiving the goods back, or of receiving evidence that you've sent them, whichever is sooner. We don't charge a refund fee. Your bank or payment provider may take longer to show the payment.

Custom and personalised pieces

Goods 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. The returns information on each product page says whether that piece is standard, personalised or depends on the option you choose.

Digital gift cards

If you need to cancel an unused digital gift card, contact us as soon as you can. We can't reinstate gift-card value that has been used, except where the law requires it. Your statutory rights still apply.

Faulty, damaged or wrong pieces

Your statutory rights apply to every order, including personalised pieces. If a piece is faulty, damaged or not as described, email hello@ripleysnest.co.uk with your order number and clear photos of the piece and its packaging, as soon as you can. Please don't send it back until we've confirmed the next step.

What we do depends on what has happened and on your legal rights. If a return is needed because a piece is faulty, damaged or wrong, you won't pay the reasonable cost of returning it.

Cancellation notice

To cancel an order for a standard piece, you can email hello@ripleysnest.co.uk with this wording:

"I give notice that I cancel my contract for the sale of [item], ordered on [date] and received on [date]."

Include your name, delivery address, order number and the date of your notice.

Questions

Email hello@ripleysnest.co.uk or use our contact form.