Shipping policy

Delivery charges

Standard delivery is free on every order sent to an address in the United Kingdom. At checkout it is listed as Free Standard Delivery at £0.00, with the note "Delivered in 7 to 11 working days."

Delivery times

We need 1 to 3 working days to prepare and pack your order, and the carrier then takes 6 to 8 working days, which makes 7 to 11 working days from order to doorstep. Working days are Monday to Friday, excluding UK bank holidays. These timings are estimates, not fixed dates, and we email you if an order runs late.

The daily cut off

An order placed before 5pm (GMT) on a working day goes into preparation that day. An order placed after 5pm (GMT), at the weekend or on a bank holiday goes in on the next working day.

Tracking

When your parcel is dispatched, its tracking number is sent to your email inbox. The carrier can take 48 to 72 hours to record a first scan, so an empty tracking page at the start is nothing to worry about.

Changing or cancelling

To change or cancel an order, email support@nancycane.com in the first 2 hours after placing it, quoting the order number. Once an order has been processed it can no longer be changed or stopped before dispatch, although you can still send it back after delivery under our refund policy.

Where we deliver

We deliver to the United Kingdom. Our carriers cannot deliver to British Forces (BFPO) addresses.

When delivery fails

A parcel may come back to us if the address was incorrect or incomplete, or if it was never collected from the carrier. We can send it again once the address is confirmed, and a delivery fee for the second attempt may apply.

Responsibility for your parcel

While your parcel is travelling to you it is our responsibility. It stays that way until it is in your hands, or with a person or safe place you have chosen to receive it, and nothing here affects your statutory rights.

Lost or damaged in transit

If tracking stops moving, or the parcel reaches you damaged, email us with your order number. We start an inquiry with the carrier on your behalf, then send a replacement or a refund, whichever you prefer, with any refund going back to the original payment method.

Updates to this policy

We may revise this policy from time to time. The version shown here when you place your order is the one that applies to it. Questions about delivery are welcome at support@nancycane.com.