Refund policy

Return and Cancellation Policy

Effective Date: 9 August 2026
Store: Nancy Chester
Website: https://nancychester.co.uk
Email: info@nancychester.co.uk

1. Right to Return

You may request a return within thirty (30) calendar days from the confirmed delivery date, provided the conditions below are met.

For a return to be approved:

  • The item must be unused, unworn, unwashed and undamaged
  • All original packaging, labels, tags, dust bags, inserts and accessories must be included
  • Items sealed for hygiene reasons must remain sealed and unopened
  • The item must be in resalable condition

Defective or damaged items must be reported as soon as possible after you discover the fault, together with clear photographs.

This does not affect your rights under the Consumer Rights Act 2015. Goods must be of satisfactory quality, fit for purpose and as described. If they are not, you have a short-term right to reject them within 30 days of delivery for a full refund, and we bear the cost of returning them.

Nancy Chester reserves the right to refuse a return that:

  • Shows signs of use, washing, staining or alteration
  • Is returned incomplete
  • Is returned without prior approval
  • Falls outside the 30 day period

If a return is refused, the item may be sent back to you at your expense.

2. Your Statutory Right to Cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have a legal right to cancel a distance purchase within fourteen (14) days, without giving any reason. That period starts on the day after you (or someone you nominate) receive the goods. Where an order is delivered in several parts, it starts on the day after you receive the last part.

To cancel, tell us before the fourteen days have passed — a clear statement by email to info@nancychester.co.uk is enough. You then have a further fourteen (14) days from telling us to send the goods back.

Where you cancel under this right we refund the price of the goods and the standard delivery cost, within 14 days of receiving the goods back (or of proof that you have sent them). This is a legal right and nothing in this policy limits it. The 30 day return described in Section 1 is offered voluntarily, in addition to this statutory right.

3. How to Return

To request a return, email info@nancychester.co.uk

Please include:

  • Order number
  • Full name
  • Shipping address
  • Reason for return
  • Photographs (if the item is defective or damaged)

Returns must be approved before they are sent. A return sent without approval may not be processed or refunded. Once your return has been approved you will receive return instructions and the correct return address. Returns are handled by our international returns center. Your return will therefore be shipped outside the United Kingdom, regardless of how your order was delivered. The returns center that applies to your return is stated in the return instructions.

Assessment of faults and damage

Report any fault, defect or transit damage to info@nancychester.co.uk and attach clear photographs of the whole item and of the affected area. Our customer care team will then assess the case and come back to you with the solution we are able to offer. We may need to ask for additional photographs or information in order to assess your report. Returns must be approved by us before they are sent, and a return sent without our approval may not be processed or refunded.

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.

Responsibility for return shipping

You are responsible for returning the item to us. You bear the cost of return shipping and the risk during return transit, except where the return is due to a fault on our side.

  • For a change of mind, the wrong size, or an item you no longer need, you bear the return shipping cost.
  • Where the fault is ours (an incorrect, defective or damaged item), Nancy Chester bears the return shipping cost.

You may choose your own carrier. We strongly recommend a trackable shipping method. Lost or untraceable return shipments are the responsibility of the sender.

4. Refunds

Once we have received and inspected the returned item, we refund to the same payment method used for the purchase. Please allow reasonable processing time for inspection and refund.

The refund does not include:

  • Charges for express or upgraded shipping
  • Customs duties, import taxes or import fees
  • Return shipping (unless the fault is ours)

Where you cancel under your statutory right in Section 2, we refund the price of the item and the standard delivery cost. On a voluntary return within our 30 day period (over and above that statutory right), the original shipping cost is not refunded.

If the item does not meet the conditions for return, no refund is issued.

5. Order Cancellation

We understand that circumstances can change after an order has been placed.

Cancellation timeframe

Orders may be cancelled within twelve (12) hours of purchase, provided they have not entered the processing stage. To request a cancellation, email info@nancychester.co.uk and include your order number.

Orders in processing

After the 12 hour window, an order may already have:

  • Entered processing
  • Been packed
  • Been prepared for shipment
  • Been handed to a carrier

Once an order has reached any of these stages, cancellation cannot be guaranteed and may no longer be possible.

Orders already shipped

Orders that have been shipped or handed to a carrier cannot be cancelled. In that case you will need to wait for delivery and request a return in accordance with Section 1.

Nancy Chester is not responsible for cancellation delays caused by incomplete or late communication from you.

6. International Handling and Customs

Orders and returns are handled through our international delivery and returns partners.

As the customer you are responsible for:

  • Import duties
  • Import taxes and other applicable taxes
  • Customs handling and clearance fees
  • Return shipping (unless the fault is ours)

Any import taxes, duties and fees are charged to you and are not included in the price of the item. Shipments refused because of unpaid customs charges may lead to deductions from any refund.

7. Items That Cannot Be Returned

The following items cannot be returned or refunded:

  • Gift cards
  • Items marked as Final Sale
  • Items marked as non-returnable
  • Items returned after the 30 day period
  • Items not in original condition
  • Items damaged through incorrect use

8. Contact

For questions about returns or cancellations:
Nancy Chester Customer Care
Email: info@nancychester.co.uk
Website: https://nancychester.co.uk