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.
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 the extended time period of 35 days due to COVID-19. Standard return time is 21 days.
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.
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.
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.
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.
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 outside of the EU. 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, 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.
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, with photos/videos of the fault. 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 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 pick up is agreed and you, the customer are not at the premises when the courier arrives, you will be charged a £10 unavailability charge as well as the price of the pick up: £16. Any future pick up's will be at the customer's cost.
Please read our full terms and conditions in full before making a purchase with The Modern Nursery.