FAQ

Standard delivery to a UK address is free on every order. Your order takes 1 to 3 working days to prepare and 6 to 8 working days with the carrier, 7 to 11 working days in all.

The returns window is 30 days from delivery, for an item that is unworn, unwashed, has its tags attached and comes back in the original packaging. Gift cards, custom or personalised items, and intimates or swimwear without the hygiene liner cannot be returned unless faulty. This does not affect your statutory rights.

Email support@nancycane.com and include your order number. Customer service hours are Monday to Friday, 9am to 5pm (GMT).

When your parcel is dispatched, we email you its tracking number. The first scan can take 48 to 72 hours to appear on the carrier's page.

Orders placed before 5pm (GMT) on a working day go into preparation that day, and later orders on the next working day. Allow 7 to 11 working days in all, counting Monday to Friday and leaving out UK bank holidays. We email you if an order runs late.

Yes: write to us within 30 days of delivery and an unworn item with its tags attached can be exchanged for another size or colour, where one is available. A delivery charge may apply to the replacement.

Refunds go back to the original payment method within 14 days of the return reaching us. Your bank may then take a few more working days to show it.

With your order number to hand, email support@nancycane.com to ask for a return authorisation; the reply gives you the address to use. If you have changed your mind, the postage back is yours to pay, and a tracked service is advised.

Until your parcel is in your hands, or with a person or safe place you have chosen, it is our responsibility. If it goes missing on the way or arrives damaged, we start an inquiry with the carrier on your behalf and send a replacement or a refund, whichever you prefer.

Yes, in the first 2 hours after placing it: email us with your order number. After that the order is already being prepared and cannot be changed, though you can still return it once it arrives.

Please report it within 7 days of delivery by email, giving the order number and some photos, which helps us sort it out sooner; a later report is still considered under your statutory rights. We send a prepaid label, nothing is deducted, and you choose a replacement or a refund.

We deliver to the United Kingdom. Our carriers cannot deliver to British Forces (BFPO) addresses. If you are outside the UK, email support@nancycane.com before ordering.

You can pay with the major payment cards and, where checkout offers them, Shop Pay, Apple Pay, Google Pay or PayPal. The methods open to your order appear at checkout, and prices are in pounds sterling (GBP).