Return and Refund Policy

nestrae.shop

We want you to be happy with your order. If you're not, here's how returns work.

Returns window

You have 14 days from the date you receive your order to request a return. This is in line with your rights under the UK Consumer Contracts Regulations 2013, which give you a statutory 14-day cooling-off period for goods bought online, plus a further 14 days to send the item back once you've told us you want to return it.

How to start a return

Email returns@nestrae.shop with your order number and the reason for return. We'll confirm the return address and any next steps within 1–2 business days.

Condition of returned items

Items must be returned unused, in their original packaging, with tags attached where applicable. Items that are damaged, worn, or missing original packaging (through no fault of ours) may be refused or subject to a partial refund.

Exceptions

The following items cannot be returned unless faulty:

• Personalised or made-to-order items
• Perishable goods
• Items marked “final sale” at checkout
• [Add any other categories specific to your products]

Return shipping costs

• If the item is faulty, damaged in transit, or we sent the wrong item: we cover return shipping.
• If you've simply changed your mind: you cover return shipping, unless stated otherwise at checkout.

Refunds

Once we receive and inspect your return, we'll notify you by email. Approved refunds are issued to your original payment method within 5–10 business days. Shipping costs on the original order are non-refundable unless the return is due to our error.

Exchanges

[We offer / do not offer] exchanges. If offered: email us to arrange a swap for a different size or item, subject to stock availability.

Damaged or faulty items

If your order arrives damaged or faulty, contact us within 7 days of delivery with photos of the item and packaging, and we'll arrange a free replacement or full refund.