Refund policy

Standard items: your right to cancel

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

Email hello@ripleysnest.co.uk with a clear statement that you want to cancel and include your order number. You do not have to use a particular form. We will confirm the return address and next step.

Returning a standard item

You may inspect and handle the item as you would in a shop. Please pack it securely for the return journey. We may reduce the refund if handling beyond what is needed to inspect the item has reduced its value.

You are responsible for the direct cost of returning a standard item after a change of mind. If you paid for delivery, we also refund the cost of our least expensive standard delivery option. Any extra amount paid for a faster or premium service is not included.

Refund timing

We issue an eligible change-of-mind refund to the original payment method within 14 days of receiving the returned goods or evidence that they have been sent back, whichever is earlier. We do not charge a refund fee. Your bank or payment provider may take additional time to show the payment.

Custom and personalised items

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 an order before that point.

An item is not excluded from standard cancellation rights simply because it is made after ordering. The return information on the product page states whether an item is standard, personalised or variant-specific.

Digital gift cards

If you need to cancel an unused digital gift card, contact us as soon as possible. Used gift-card value cannot be reinstated except where required by law. Your statutory rights still apply.

Faulty, damaged or incorrect items

Your statutory rights apply to every order, including personalised goods. If an item is faulty, damaged or not as described, email hello@ripleysnest.co.uk with your order number and clear photos of the item and packaging as soon as possible. Do not send it back until we confirm the next step.

The remedy depends on the circumstances and your legal rights. If a return is needed because an item is faulty, damaged or incorrect, you will not be charged the reasonable return cost.

Questions

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

Cancellation notice

You can cancel a standard-item order by emailing hello@ripleysnest.co.uk with this information: “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.