Returns and cancellations

For help with a return, cancellation or damaged item, contact us or email hello@ripleysnest.co.uk. Include your order number and tell us what has happened.

Returning a standard item

For most non-personalised goods bought online, tell us you want to cancel within 14 days beginning the day after delivery. You then have a further 14 days to send the goods back. You do not have to use a particular cancellation form.

We will confirm the return address. Pack the item securely. You pay the direct return cost for a change-of-mind return; handling beyond what is needed to inspect the item may reduce the refund.

Custom and personalised orders

Goods made to your specifications or clearly personalised do not normally have the change-of-mind cancellation right. Under our policy, a custom or personalised order cannot be cancelled once work starts. Contact us as soon as possible if you need to change or cancel it before then.

An item is not excluded from standard cancellation rights simply because it is made after ordering.

Faulty, damaged or incorrect items

Your statutory rights apply to every order, including personalised goods. Send your order number and clear photos of the item and packaging as soon as possible. We will explain the next step before you send anything back. You will not be charged the reasonable return cost where a return is needed because an item is faulty, damaged or incorrect.

Refunds and full details

Eligible change-of-mind refunds go to the original payment method within 14 days of receiving the goods or evidence that they have been sent back, whichever is earlier. Your payment provider may take longer to show the refund.

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