Refund policy

Damages and issues

 
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Final Sale Items & Gift Cards

Unfortunately, we cannot accept returns on Final sale items or gift cards.
Final Sale items can be found in the Warehouse Clearance Collection

Returns

We try and make all returns simple to follow and fair. We know when shopping on-line, you want the reassurance that if the items not quite what you want, you can return it.

You can cancel your order at any time before your order has been shipped. Once your order is shipped, we are unable to stop the order - and you will have to return the item.

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.

How to request a return
If you need to return an order, please request it first through your account: Request a return

1. Sign in with your email address. We’ll send you a 6-digit code (no password needed).
2. Click Request return on the order, choose the items and a reason, and submit.
3. We’ll email you once your request is approved, with details of where to send your parcel.

If you have any problems, you can always contact us at claire@thenosebag.shop.
Items sent back to us without first requesting a return will not be accepted.

Return postage
You can post your return back to us using any courier you choose. Please keep proof of postage, as we recommend a tracked service that covers the value of your items.

If it’s easier, we can also supply a prepaid Royal Mail return label. This is not a free return: a flat fee of £3.75 is deducted from your refund to cover the label. Just reply to the “return request received” email we send you to let us know you’d like a label.

 

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. Items must be returned in an unaltered and fully re-sellable condition. Altered, excessively tried on, or excessively examined will be subject to a handling fee.

If approved, you’ll be automatically refunded on your original payment method within 2 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 5 business days have passed since we’ve approved your return, please contact us at claire@thenosebag.shop.

We do not reimburse return postage costs (including the return label fee), except where an item is found to be faulty, and we will only refund economy/standard postage costs when a full order is being returned. We do not reimburse express postage costs, - only the Economy equivalent. When the free shipping threshold has been reached - and an upgraded postage service is chosen, we will not refund any money towards the postage service.

Free or bonus items may be returned but are not eligible for a refund or exchange. If your item was part of an offer - for example: buy one get one free offer, both items will need to be returned for any refund to occur.

Faulty Items

If you believe that your item is faulty, please contact us using this form here - stating why you believe your item is faulty (it will open a google form in a new tab). We use a slightly different returns option for these items, as they often need to be sent back to the manufacturer for inspection.
We will provide a prepaid return label for suspected faulty items. If the item is found to be faulty, there is no charge. If the item is inspected and found not to be faulty, a flat fee of £3.75 will be deducted from your refund to cover the cost of the label.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.