Refunds and Exchanges
Refunds & Exchanges
At The Modern Nursery, we understand that sometimes a product is not quite right and you may wish to have a refund or exchange.
Please note, due to current restrictions in place to ensure that our warehouse is COVID secure and our team are safe, all returns are being quarantined for a minimum of 48hrs before being booked in, and refunds are being processed once a week.
HOW TO RETURN YOUR PURCHASE
Please follow the instructions on the returns slip included with your order, and ensure that the return arrives back with us within 21 days.
Please send your return using a secure and trackable method, we recommend using www.Parcel2Go.co.uk for the best prices. Please ask for and keep proof of postage. Posting is your responsibility and if the package is lost we will be unable to refund you for the item.
If you have misplaced your returns slip, please include your 5 digit order number and whether you would like a refund or a gift card so you can make a future purchase or exchange, on a piece of paper within the parcel.
The Modern Nursery
unit 620 Fareham Reach
166 Fareham Rd
+44 (0) 7943 601095
You as the customer are responsible for the payment of postage/shipping for returns. The Modern Nursery will not pay the postage of any unwanted items, unless they are faulty. All items must be returned in the condition that you received it, with all tags still attached and product packaging included where applicable.
You will receive an email confirming that we have received your return and that you have been credited. Please allow between 3 and 10 working days for your bank to complete the transaction, depending on their processing time. This can vary between card issuers.
Wigiwama and Dockatot
These products are shipped directly from the brands warehouse, they will be delivered separately to stock from the TMN warehouse, and must be sent back to the brand.
Please find the specific returns procedure below.
You are welcome to return items within 30 days of purchase. They must be unused, in the original packaging and in condition for resale.
Please include your order number in the return. The return address is:
1 Old Park Farm
We do have a courier collection service from DPD at a cost of £15 per parcel if required.
Please note that all shoes purchased should be worn in at home with socks first for a period of time. If shoes are worn outside and then deemed unsuitable, we are unable to offer a refund.
Personalised, Made to Order and Custom Products
Please ensure that all measurements, colours and spellings are correct before proceeding to the check out, as once an order has been forwarded to the brand, we are unable to make amendments. Any reprints or re-orders will be at the customers cost if an error is due to the information provided at the time the order is placed.
Custom, made to order or personalised products are not returnable or refundable once production has started or the products have been specifically ordered on your behalf, unless they are deemed faulty at the point of delivery.
Please note that all seconds are sold as seen and refunds and exchanges are not available on these products.
PLEASE NOTE - If an order is returned to us by being rejected at the point of delivery, rather than following the return instructions above, you as the customer are responsible for the charge that we will be invoiced by the courier to receive the return, and it will be deducted from value of your refund. For UK DPD delivery, the charge for this service is £16. Other couriers charges may vary.
Customs duties, bank charges and taxes are non refundable and are the responsibility of the customer. However, you may be able to claim these back by contacting your local customs bureau.
Any discounts applied to an order, reliant on a specific spend amount, will be deducted from the refund automatically when it is processed.
Returns for a refund should arrive back with us within 21 days of your order being delivered, unless we are operating in an extended returns period (e.g Christmas). For returns received outside of this timeframe, store credit will be issued in the form of a gift card within 6 weeks of purchase. If a product is returned outside of the 6 week period, we cannot offer a gift card. No returns will be accepted outside of the 6 week period.
Receiving a refund
Your refund will be credited to match the original method of payment. This will exclude shipping costs (with the exception of faulty items if applicable).
Receiving an exchange
If you wish to exchange your purchase, please select the option on the returns slip. Once our warehouse have confirmed that your return has arrived, an e-gift card will be emailed to you so that you can purchase an alternative item.
Faulty or incorrect goods
Goods are classified as faulty if they are received damaged. Please note that damaged items as a result of wear and tear are not considered to be faulty. Please contact us within 14 working days of receiving your order if your item has been delivered in a faulty state or the wrong item has arrived, with photos/videos of the fault/product. Unfortunately we are unable to proceed with a claim if photographic/video evidence is not received. Queries placed outside of this timeframe may not qualify for a refund. If we do receive notification within this time frame, we will process an exchange for any faulty item received and if we have no replacement stock, you will receive a full refund.
If you do receive a faulty item, for small items, we will send you a pre-paid returns label or QR code by email for you to use to return the faulty product to us. For larger items, we will arrange a pick up of this item free of charge and arrange for a replacement to be sent or a refund to be processed.
If the returns label or QR code is not used within 14 days, and we are not notified by you within this time, you are liable for the cost of booking another return, which can either be arranged for you or by you.
If a collection is agreed and you, the customer are not at the premises when the courier arrives, you will be charged the price of the pick up: £16, and any future pick up's will be at the customer's cost.
If you want to cancel your order, please contact us via live chat or by phone. If outside of office house, please contact our Social Media team via dm on Instagram or send an email with "URGENT cancel order" followed by your order number in the subject. Please note that due to our warehouses efforts to get your order to you as quickly as possible, it may not always be possible to cancel an order once it has been placed.
Please read our full terms and conditions in full before making a purchase with The Modern Nursery.