Refund policy

Your return window

You have 30 days from delivery to ask us for a return. Items should come back unworn, unwashed and with their tags attached, in the original packaging. If a return arrives worn, washed or without its tags, we may decline it and post it back to you at your cost.

Authorisation comes first

Every return needs a return authorisation before anything is posted. Email support@nancycane.com with your order number, and use only the address our support team sends you with the authorisation. Parcels sent without authorisation will not be accepted, and a parcel marked Return to Sender does not come back to us and cannot be tracked.

Return postage

If you have changed your mind, the postage back to us is yours to pay. You can post the parcel with the carrier of your choice, and we advise a tracked service so there is proof it was sent. Alternatively we can email you one of our labels, and its cost is deducted from your refund.

Faulty, damaged or not as described

If an item arrives faulty, damaged or not as described, or it is not the item you ordered, please report it within 7 days of delivery by email, giving the order number and some photos of the problem, and we send you a prepaid label at no charge. Hearing early helps us sort it out sooner, and a later report is still considered under your statutory rights. Nothing is deducted in these cases, and once we have checked the photos you choose a replacement or a refund.

Exchanges

To swap an item for another size or colour, write to us within 30 days of delivery. The item has to meet the same conditions as a return, and a delivery fee may apply to the replacement.

What cannot be returned

Gift cards, custom or personalised items, and intimates or swimwear with the hygiene liner removed cannot be returned unless they are faulty.

Refunds

Your refund is paid to the original payment method within 14 days of the return reaching us. Your bank may take longer to show it, often a few more working days.

Nothing in this policy affects any statutory consumer rights you have under UK law.

Questions

For anything about a return or a refund, email support@nancycane.com.