Refund policy

We want you to love your order — and we know sometimes things need adjusting.

Because we offer a mix of made-to-order and stocked products, our returns policy varies by item. Please check the product page for specific returns info before purchasing.

Made-to-Order Items

Items created upon order are eligible for exchange, but not refund. Exchange requests are accepted within 14 days of delivery

– Return shipping costs (to the UK) are the buyer’s responsibility
– Items must be returned in original condition and packaging
– Once we receive your return, we’ll ship your replacement free of charge
– Please contact us before returning your item to receive the correct UK return address

Stocked Items (Non-Custom)

For ready-to-ship items that are not made to order, you have 14 days from delivery to request a refund or exchange in line with UK consumer law — as long as the item is unused, in its original condition, and not excluded for hygiene or customisation reasons. Return shipping costs (to the UK) are the customer’s responsibility unless the item is faulty.

Damaged or Defective Items

We take great care in ensuring your order arrives in perfect condition. If it arrives damaged or defective, please email us with clear photos within 48 hours of delivery, and we’ll make it right.

Lost, Stolen, or Delayed Packages

We send all items with tracking, and you’ll receive updates as your order is on its way. Once a parcel is marked as delivered by the courier, Nest & Nova is no longer responsible for lost or stolen items. That said, we know delivery issues can be frustrating, and we’ll always do our best to help. If something goes wrong, please get in touch—we’re happy to contact the courier and support you through the process where we can.

Digital Purchases

All digital purchases are final and non-refundable, as files are delivered instantly.
If you experience an issue with your download, please don't hesitate to contact us — we’re happy to help.