Terms & Conditions

SUMMARY

You can shop with confidence at The Suffolk Nest. Orders are processed quickly, and our customer service team is here to help at every step.

If you change your mind about an online purchase, you have 14 days from receiving your order to notify us that you wish to cancel and return it. Once you have notified us, you must send the goods back without undue delay and no later than 14 days after notifying us.

The full Terms and Conditions below explain how we manage orders, payments, delivery, returns and your rights as a customer.

INFORMATION ABOUT US

The Suffolk Nest Ltd

Registered office: Walk Farm Business Units C and D, Walk Farm, Felixstowe Road, Levington, Suffolk, IP10 0LR

Company number: 13139079

Please refer to our Privacy Policy for information on how we collect, use and protect your personal data.

WHERE WE SHIP

We ship within the United Kingdom. Shipping options and estimated delivery times will be shown at checkout.

ORDERING

When you place an order, you will receive an email acknowledging your purchase. A binding contract is formed only when your order has been dispatched.

Please check that all information is correct at the time of ordering. If something needs updating, contact us as soon as possible.

We reserve the right to decline or cancel an order before dispatch, including where a product is unavailable, there has been a pricing or product information error, or we are unable to fulfil the order.

If payment has already been taken for an order that we are unable to fulfil, the relevant amount will be refunded.

PRODUCT INFORMATION

We aim to display and describe our products as accurately as possible. Colours may appear slightly different depending on your screen, device and display settings.

Some of our products are arranged, finished or styled by hand. This may result in small variations in placement, shape, colour or finish which form part of their individual character.

PRICING

Prices are shown in GBP as standard; however, the currency displayed may vary depending on your location. Final costs, including applicable shipping charges, are confirmed at checkout.

If a pricing error occurs, we will contact you before dispatch. We are not obliged to supply an item at an obviously incorrect price and may cancel and refund the affected order.

PAYMENT

We accept major debit and credit cards, digital wallets and accelerated checkout methods offered through our platform. These include options such as American Express, Mastercard, Visa, Apple Pay, Google Pay and Shop Pay.

Flexible payment services, including Klarna and Clearpay, may also be available depending on your location and eligibility and will be subject to the relevant provider’s terms.

Payment is taken at the time your order is placed.

Gift cards issued by The Suffolk Nest can be used as full or part payment at checkout.

DISCOUNT CODES

Discount codes cannot be used on products already on sale unless explicitly stated.

Unless otherwise stated, discount codes cannot be combined with other promotional codes or offers.

DELIVERY

We aim to dispatch orders within 24 hours. This is an aim rather than a guaranteed dispatch time unless a guaranteed service has been expressly stated.

Estimated delivery timeframes will be provided at checkout and/or in your dispatch confirmation. Delays caused by circumstances outside our reasonable control may occasionally occur.

A signature may be required on delivery.

Please ensure the delivery address provided is complete and accurate. We cannot accept responsibility for delivery issues resulting directly from incorrect or incomplete address information supplied by you.

If you notice an address error after placing your order, please contact us as soon as possible. We cannot guarantee that an address can be changed once an order has entered the dispatch process.

LOST OR MISSING DELIVERIES

If your parcel has not arrived within the expected timeframe, or tracking shows it as delivered but you have not received it, please contact customerservices@thesuffolknest.com as soon as possible.

We may ask the courier to investigate the delivery and may require reasonable information from you to assist with that investigation.

Any courier investigation does not affect your statutory consumer rights.

DAMAGED ITEMS

If your order arrives damaged, please email customerservices@thesuffolknest.com as soon as possible.

Where possible, we ask that transit damage is reported within 24 hours of delivery so that we can investigate promptly with the courier. Please retain the item and all original packaging and provide photographs where requested.

Reporting damage outside this 24-hour period does not affect your statutory rights.

RETURNS AND CANCELLATIONS

If you change your mind about an online purchase, you have 14 days from the date you receive your order to notify us that you wish to cancel and return it.

Once you have notified us of your decision to cancel, please send the goods back without undue delay and no later than 14 days after notifying us.

To notify us of a return, please contact customerservices@thesuffolknest.com with your order number, full name and shipping address so we can provide return instructions. Please contact us before sending your return; returns sent without prior notification may take longer to process.

You are responsible for the cost of returning change-of-mind purchases. Where goods are faulty, damaged, incorrect or not as described, we will arrange an appropriate resolution and any required return at no cost to you.

Please return items securely packaged and, where reasonably possible, using their original packaging. Delicate items should be appropriately protected to prevent damage during transit.

We strongly recommend using a tracked return service and retaining your proof of postage until your refund has been completed.

You may inspect the goods as you would reasonably be able to in a shop. We reserve the right to make a reasonable deduction from your refund where handling beyond what is necessary to establish the nature, characteristics and functioning of the goods has reduced their value.

Your statutory cancellation rights may not apply to certain goods, including products made to your specification or clearly personalised, where the relevant legal exemption applies. Any applicable exclusion will be made clear before purchase.

If you would prefer us to arrange a collection for a change-of-mind return, this is available for UK Mainland addresses Monday to Friday between 09.00 and 17.00. A charge of £15 per parcel will be deducted from your refund. The maximum permitted parcel length 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. These processing targets do not extend any applicable statutory refund deadline.

Where you are exercising your statutory right to cancel, refunds will be made within the time required by applicable consumer law. We may withhold the refund until we have received the goods back or you have supplied evidence that they have been returned, where permitted by law.

Where you cancel your entire order under your statutory cancellation rights, we will refund the standard outbound delivery charge originally paid.

If you selected an enhanced, express or other delivery service costing more than our least expensive standard delivery option, the additional delivery cost is non-refundable.

Unless otherwise agreed, refunds will be made using the same payment method originally used for the purchase.

If preferred, we may offer the option of receiving your refund as store credit linked to your email address for use on a future purchase. Accepting store credit is optional and does not affect your statutory rights.

FAULTY ITEMS

All products supplied by The Suffolk Nest must be of satisfactory quality, fit for purpose and as described in accordance with applicable consumer law.

If you believe an item is faulty, please contact customerservices@thesuffolknest.com with details of the issue and, where possible, photographs.

Where an item is faulty, not as described or not of satisfactory quality, we will provide the appropriate remedy in accordance with the Consumer Rights Act 2015. Depending on the circumstances, this may include a refund, repair, replacement or price reduction.

Nothing in these Terms limits your statutory rights in relation to faulty goods.

SALE, SECONDS AND CLEARANCE ITEMS

Sale and clearance items follow our standard returns policy. Where an item is clearly sold as Seconds, we do not offer a return or refund on the basis of a fault, imperfection or damage that was clearly disclosed before purchase. This does not exclude any applicable statutory cancellation rights or your rights where there is a separate undisclosed fault.

Nothing in these Terms removes your statutory rights where an item is faulty, damaged or not as described.

CANCELLING OR AMENDING YOUR ORDER BEFORE DISPATCH

If you need to cancel or amend an order before dispatch, please email customerservices@thesuffolknest.com as quickly as possible. Our warehouse processes orders promptly, so 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.

GIFT CARDS

The Suffolk Nest gift cards may be used as full or part payment for eligible purchases through our website.

Gift cards cannot be exchanged or redeemed for cash except where required by law.

Where an order paid wholly or partly using a gift card is refunded, the relevant amount may be returned to the original gift card or issued as replacement store credit, as appropriate.

Please treat gift cards as you would cash and contact us as soon as possible if you experience any issues accessing or using one.

Any applicable expiry date or additional conditions will be displayed when the gift card is purchased or issued.

MOBILE TERMS OF SERVICE

By opting in to our SMS service, you agree to receive recurring messages from The Suffolk Nest which may include order updates, alerts or promotional content.

Message frequency varies. Your consent is not a condition of purchase. Standard message and data rates may apply.

You may opt out of marketing SMS messages at any time using the unsubscribe instructions provided within the message.

For support, email customerservices@thesuffolknest.com.

We are not responsible for delayed or undelivered messages resulting from mobile networks or circumstances outside our reasonable control. Please ensure you provide a valid mobile number.

For information on how we use your data, please see our Privacy Policy.

USE OF THE SITE

All designs, text, photography, graphics, trademarks and other intellectual property displayed on this website belong to The Suffolk Nest or are used by us with permission.

You may not copy, reproduce, distribute or commercially use our content without our prior written permission.

Consumer purchases are intended for personal use and not for commercial resale.

Approved trade customers may purchase products for business purposes subject to any separate Trade Terms or conditions applicable to their account.

SOCIAL MEDIA CONTENT

We love seeing our products shared by our customers.

If you tag The Suffolk Nest or use our branded hashtags, we may contact you to request permission to feature your imagery or content on our website, social media channels, emails or other marketing.

Where permission is requested and granted, you retain ownership of your original content.

TRADE AND BUSINESS CUSTOMERS

These Terms are primarily intended for customers purchasing as consumers.

Where you purchase goods wholly or mainly for the purposes of a business, trade, profession or craft, separate trade or business terms may apply.

Consumer statutory rights referred to within these Terms apply where you are purchasing as a consumer and may not apply to business purchases.

COMPLIANCE

The Suffolk Nest complies with applicable UK consumer law, including the Consumer Rights Act 2015 and Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

If you require this information in an alternative format, please contact customerservices@thesuffolknest.com.

LIABILITY

Nothing in these Terms limits or excludes our liability where it would be unlawful to do so, including liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation.

Nothing in these Terms affects your statutory rights as a consumer.

COMPLAINTS

If you have a concern or wish to raise a complaint, please contact customerservices@thesuffolknest.com and our customer service team will be happy to assist.

We will aim to resolve complaints fairly and as promptly as reasonably possible.

GOVERNING LAW

These Terms are governed by the laws of England and Wales.

If you are a consumer resident elsewhere in the United Kingdom, you will also retain the benefit of any mandatory protections available to you under applicable law.

Nothing in these Terms affects any rights you have regarding where legal proceedings may be brought under applicable consumer law.

Last updated: October 2026