What to Expect When Your Order Arrives

Quick read: This guide explains what to expect from dispatch through unpacking, first care and dealing with damage.

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Materials, weight, packaging and care differ by product. Some pieces are solid cast stone; the Custom Pet Bust is a lightweight marble-effect polymer piece for indoor display. Start with the product page for the item in your order.

Materials and weight vary

Use the material, size, weight and care information on the individual product page. A cast-stone garden piece, a mirror-tile vase and a polymer custom bust need different handling. Do not assume every Ripleys Nest order is stone, heavy or suitable for the same use.

Packaging

Packaging is chosen for the item being sent. Open the parcel carefully and keep the packaging until you have checked the order.

Gift wrapping

Check the options available for your order if you would like gift wrapping.

What is included

Check your order confirmation for the products and options you bought. Care information depends on the material and finish; use the instructions on the product page or ask us if anything is unclear.

Checking your order

1. Check that the parcel contains the item and options shown in your order confirmation.
2. Look for damage, faults or an incorrect item before using or installing it.
3. If something is wrong, take clear photos of the item and packaging when you can do so safely.

Photos and retained packaging can help us understand transit damage. If either is unavailable, contact us anyway; your statutory rights still apply.

Unpacking safely

Use a stable surface and support the item according to its actual weight and shape. Follow the product-specific care and placement instructions. If the item is damaged, stop handling it more than necessary and contact us.

Delivery and tracking

Physical products are made to order and dispatched in around 7 working days, unless the product page states an item-specific time. Delivery time is additional. UK delivery is free using Royal Mail Tracked. Where checkout offers international delivery, the service and price are shown before payment. We send dispatch details by email when the parcel leaves us.

If something is not right

If an order arrives damaged, faulty or incorrect, email hello@ripleysnest.co.uk as soon as possible with your order number and clear photos of the item and packaging. Keep the packaging if you can. We will explain the next step before asking you to return anything. Your statutory rights still apply. See Returns and cancellations.

Packaging and disposal

Packaging varies by item and destination. Follow the labels and your local collection guidance when reusing or recycling it. Check the product page for material-specific care rather than assuming every piece has the same composition or lifespan.