Returns & Refunds
This does not affect your statutory rights as a consumer.
In store purchases
Gift Vouchers – If you purchased a gift voucher from our shop you should be able to use the voucher number online to get the value of the voucher taken off your online spend. If the voucher code is not working, please contact info@magpiesnest.co.uk with the voucher number, and the value of the voucher and we will get the voucher activated.
Exchanges – If you been bought an item from the shop and want to exchange it please email info@magpiesnest.co.uk and advise us of your receipt number and what you would like to exchange for. We will then be able to arrange a convenient time for you to visit the shop to carry out the exchange.
Special Orders- we are no longer taking special orders due to difficulties securing specific items from our suppliers in a reasonable timeframe. If you have already placed a special order in store we will be contacting you to advise whether the order can be fulfilled.
If you have any other questions relating to an in store purchase please email info@magpiesnest.co.uk and we will try our best to assist you.
Online returns
We are always happy to see the customer’s point of view and genuinely upset if a customer has any reason to feel unhappy or dissatisfied with the products or service they receive. The same philosophy underpins our website policies on returns and refunds.
We wish to be as fair and generous as it is possible to be, within some limits established to protect ourselves against online fraud or unscrupulous characters.
Please note: We are unable to accept returns or process refunds in any of our bricks and mortar stores. Please contact our online customer service team directly if you have any problems or queries.
We do everything we can do to ensure we send you your items in perfect condition by the date you require them.
However, sometimes things can go wrong. If you are dissatisfied with any aspect of your order or customer service experience, and the problem is our fault or the fault of one of the companies we use to ship your order to you, we will take steps to resolve the problem entirely at our own expense.
Please use our CONTACT US form to get in touch for any issues
Damaged goods – please inform us within 14 days
Please contact us by phone or email within 14 days of receipt of your order.
Failure to report a damaged item within 14 days will invalidate your right to any refund or replacement.
We will need you to explain clearly which item or items are damaged and we will refund the price you paid for the goods, or arrange for replacement goods to be sent to you. If a member of our team asks you to return the damaged goods to us, you can do so at our expense.
We do not wish to cause further inconvenience and only require items to be returned within 30 days of our requesting their return, so you can drop the return into your local post office at your convenience.
Incorrect or missing goods – please inform us within 14 days
Please contact us by phone or email within 14 days of receipt of your order. Failure to report incorrectly sent goods or goods missing from your order within 14 days will invalidate your right to any refund or replacement.
If we have sent you the wrong goods, or if we have failed to send you goods you have paid for (without acknowledging the shortfall on your delivery note and issuing you with a refund), we will need you to explain clearly what you have received in error or what is missing. We will arrange to send out the correct goods straight away (or alternatively issue you with a refund) and ask you to return any goods you were sent in error.
We do not wish to cause further inconvenience and only require items to be returned within 30 days of our requesting their return, so you can drop the return into your local post office at your convenience.
Goods not as described – please inform us within 14 days
Please contact us by phone or email within 14 days of receipt of your order. Failure to report goods not as described within 14 days will invalidate your right to any refund or replacement. If when your goods arrive they are not as we have described them on the website, or if they do not match the photograph we are displaying online, you are of course entitled to a refund or a replacement.
We will need you to explain clearly what the problem is, and we will refund the price you paid for the goods or arrange for replacement goods to be sent to you. If a member of our team asks you to return the unwanted goods to us, you can do so at our expense.
We do not wish to cause further inconvenience and only require items to be returned within 30 days of our requesting their return, so you can drop the return into your local post office at your convenience.
Faulty goods – please inform us within 90 days
If your item is faulty or develops a fault soon after purchase, please contact us by phone or email as soon as you notice the fault, and no later than 90 days after receipt of your goods. Since we have no way of knowing what treatment a product has received once it arrives with the customer, Magpies Nest Ltd will not accept responsibility for goods after more than 90 days.
We will need you to explain clearly which item or items are faulty and we will refund the price you paid for the goods or arrange for replacement goods to be sent to you. If a member of our team asks you to return the damaged goods to us, you can do so at our expense.
We do not wish to cause further inconvenience and only require items to be returned within 30 days of our requesting their return, so you can drop the return into your local post office at your convenience.
Dissatisfaction caused by customer error or decision
If you are dissatisfied with any aspect of your order or customer service experience, but the issue can reasonably be seen to be partially your own responsibility, we still want to help. But we will ask you share with us the cost of putting right anything which may have gone wrong. See below for details.
Incorrect details – please inform us immediately
If upon placing your order you realise you have entered some details incorrectly, whether product, billing, contact or delivery details, please inform us straight away by email or telephone to minimise any disruption. If your order has not yet been processed, we can try to make changes and sort everything out for you.
However we seek to process all orders in the shortest possible time frame so if you delay and we have already dispatched your order, you will be responsible for the cost of returns and re deliveries.
Unwanted or mis-ordered goods – please inform us within 14 days
Please contact us by phone or email within 14 days of receipt of your order.
Failure to report unwanted goods within 14 days will invalidate your right to any refund or replacement.
It may be that when the goods arrive you change your mind, or you realise you accidentally bought the wrong thing. That’s OK, we all make mistakes every now and then!
Please just get in touch and explain clearly which items you don’t want, and whether or not you’d like something else instead. Our team members will ask you to return the unwanted goods to us at your own expense. Please ensure they are returned in perfect condition and packaged securely, because you will only be eligible for a refund or exchange once we have received the goods and confirmed they are in re-saleable condition.
Once we have confirmed satisfactory receipt we will as per our previous agreement either refund you the price paid for the goods or dispatch replacement goods of equal value.Should you request replacement goods of greater or lesser value, a partial refund or secure surcharge will be arranged by one of our team.
For reasons of hygiene we will not accept earrings returned for any reasons other than fault or damage found upon delivery.
Mis-entered delivery details
If you have entered delivery details incorrectly, we will help you arrange redelivery to the correct address at your own expense. If as a result of incorrect delivery details a parcel is returned to us by the Post Office or one of our courier firms, we can arrange redelivery to the correct address for payment of a further standard shipping charge.
Refunds
All refunds will be credited to your original form of payment and the funds should appear on your bank statement within 3-5 working days. If you’ve received something as a gift but it’s not very you, a refund can only be issued in the format of a Magpies Nest Ltd Gift Certificate. If no record of sale is available, a refund is provided at the current selling price.
Returning Goods
If you wish to return goods to us, or if you are asked to do so by a member of our team, the information we need is:
- Your name and order number.
- Written confirmation of what items you have returned.
- Written confirmation of the reason for your return.
- Written request for either refund or replacement as appropriate.
- Please also tell us whether or not you have already contacted us regarding this return.
- If this information is not enclosed with any return we will not be able to process your return efficiently and you may experience a considerable delay before you receive correspondence, replacement, or refund.
Proof of breakages
Magpies Nest Ltd reserves the right to ask customers to provide photographic evidence of broken or damaged goods at our discretion.
Please use our CONTACT US form to get in touch for any issues