Returns

Returns & Refunds

Returns

We hope you love your purchase, but if you change your mind, please email customerservices@thesuffolknest.com within 14 days of receiving your order. Please include your order number, full name and shipping address. We will then email you with return instructions.

Please do not send items back to us without first requesting a return. Returns sent without prior notification may delay the processing of your return.

We ask that items are returned in the same condition in which they were received and, wherever possible, in their original packaging. Please take reasonable care of products while they are in your possession. We reserve the right to make a deduction from your refund where the value of an item has been reduced as a result of handling beyond what would reasonably be necessary to establish its nature, characteristics and functionality.

Returning your purchase

In line with the Consumer Contracts Regulations, returns operate in two stages:

Stage 1

You must notify us of your intention to cancel and return your order within 14 days of the date your order is delivered.

Stage 2

Once you have notified us of your intention to return your order, you must send the item(s) back without undue delay and no later than 14 days after notifying us.

Returns must be sent back at your own cost unless the goods are faulty, damaged or incorrect.

Please ensure all products, particularly delicate items, are securely packaged for their return journey. We strongly recommend using a tracked delivery service and retaining your proof of postage, as you remain responsible for the return until it is received by us. If a telephone number is required by your chosen courier, please use your own number for tracking purposes.

If your return is due to an error on our part, or the goods are faulty or damaged, we will arrange the return at no cost to you. Further details will be provided when you contact us.

If you would prefer us to arrange a collection for a change-of-mind return, this can be scheduled Monday to Friday between 09.00 and 17.00 for UK Mainland addresses. A charge of £15 per parcel will apply and will be deducted from your refund. Please note that the maximum permitted parcel length for this collection service is 100cm.

Refunds

Once your return has been received and checked, we aim to process your refund within 3 to 5 working days. Your bank or card issuer may then take up to a further 5 working days to show the funds in your account.

For eligible cancellations under the Consumer Contracts Regulations, we will refund the price paid for the returned goods together with the cost of our standard delivery service, where applicable. If you selected an enhanced or more expensive delivery service, any additional delivery cost above our standard delivery charge will not be refunded.

The cost of returning a change-of-mind purchase to us is your responsibility.

Where requested, eligible refunds can alternatively be issued as store credit linked to your email address for use on a future purchase.

Nothing within this policy affects your statutory rights.

Faulty, Damaged or Incorrect Items

If your item arrives damaged, faulty or you have received an incorrect item, please contact us as soon as possible at customerservices@thesuffolknest.com.

For items damaged in transit, we ask that you contact us within 24 hours of receipt wherever possible. This enables us to investigate the issue promptly with our courier. Please include your order number, full name, shipping address and clear photographs of the item and packaging.

Reporting transit damage outside of this 24-hour period does not affect your statutory rights in relation to faulty or damaged goods.

Where goods are confirmed as faulty, damaged or incorrect, we will arrange an appropriate resolution and, where a return is required, this will be at no cost to you.

Your statutory rights under the Consumer Rights Act 2015 are not affected by this policy.

Seconds and Sale Items

Items specifically sold and clearly identified as Seconds are non-returnable and non-refundable for the fault, imperfection or damage that was clearly disclosed to you before purchase.

This does not affect your statutory rights where a Seconds item has a separate fault that was not disclosed or otherwise fails to meet the requirements of the Consumer Rights Act 2015.

Sale items are subject to our standard returns policy and your statutory rights remain unchanged.

Cancelling or Amending Your Order

If you need to cancel or amend your order before dispatch, please email customerservices@thesuffolknest.com as quickly as possible.

Our in-house warehouse team works quickly to process orders, so while we will always do our best to accommodate your request, we cannot guarantee that an order can be amended or stopped once processing has begun.

If your order has already been dispatched, you can still exercise any applicable cancellation and return rights set out above.

Your Statutory Rights

Nothing in this Returns & Refunds Policy is intended to limit or exclude any rights you have under UK consumer law, including the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.