Refund policy

Returns

We hope you are 100% satisfied with your order, however we understand that sometimes you may wish to return an item.

Is my purchase eligible for return?

All purchases, with the exception of personalised items, special order and sale items are eligible for a full refund (excluding original postage cost) if returned within 7 days of receipt of delivery and in an unused condition.  The return postage cost is the responsibility of the customer. 

How do I return my purchase?

Please send an email to nellanddigby@yahoo.com to request a return, stating the reason for return and the original order number.

The return address will be emailed to you. You will need to return the item in its original unused condition to the address provided. Please note, your original postage will not be refunded. 

We recommend you return your item first class signed for and that you obtain proof of postage of your return. Nell and Digby cannot be held responsible for items lost or damaged in transit. Please note, the return postage will not be refunded. 

When will I receive my refund?

The refund will be made via the same payment method used to make the purchase. 

You will receive email confirmation of the return once it has been completed.

Refunds will be issued within 7 days of the item being received. If you have not received a refund in your account after more than 14 days, please show the confirmation to your bank so that they can help you and speed up the process.

Can I exchange my purchase?

You may exchange your item for an alternative, once the original item is received by our returns department in its original unused condition. Please note, we are unable to refund your original item and there will be a charge for the delivery of an alternative item. 

Please note - personalised items and sale goods are not eligible for exchange.

My purchase is faulty, what now?

Every order is personally checked before it is despatched. We take care in ensuring your items reach you in perfect condition, but on rare occasions items may become damaged in transit. If this occurs, please contact us immediately at nellanddigby@yahoo.com so we can help you accordingly.