Free delivery on orders over £100
UK
£5.00 (For orders over £100 – FREE).
Europe
£15.00
Please note there may be additional customs, duty and clearing charges depending on the region. Any charges of that nature will be calculated on arrival and are the responsibility of the customer. In the event that these fees are not paid and the order is returned to us, return shipping and any fees applied will be deducted from the refund.
Rest of the World
£40.00
Please note there may be additional customs, duty and clearing charges depending on the country or region. Any charges of that nature will be calculated on arrival and are the responsibility of the customer. In the event that these fees are not paid and the order is returned to us, return shipping and any fees applied will be deducted from the refund.
Whilst we will use our best endeavours, our shipping dates and times are only estimates and should not be relied upon.
Items will be delivered to the delivery address provided at the time the order is placed. In the event that you require us to deliver to a third party address or ‘safe place’, we will not be liable for any loss or damage to the items as a result of adhering to your request.
TITLE
Ownership will pass upon receipt of full payment, including any delivery charges. The items will be at your risk from the time of delivery.
Our liability for losses incurred as a result of us breaching these terms and conditions is limited to the price of the items. This does not exclude or limit our liability for death or personal injury caused by our negligence; for fraud or fraudulent misrepresentation, under section 2(3) of the Consumer Protection Act 1987 or for breach of the terms implied by sections 12-15 of the Sales of Goods Act 1979; or for any matter for which we are not permitted by law to limit liability.
RETURNS, EXCHANGES & REFUNDS
If you have purchased items as part of a promotion or a discount has been applied, the refund will reflect such.
RETURNS
As a consumer you are able to cancel a contract with us, which was made online, under the Consumer Contracts Regulations 2013. You may cancel from the date of dispatch up to 14 calendar days from the date after you receive your items. Please contact us at hello@nancyandfrank.com to exercise this right and provide us with your details.
If you cancel your contract you should return the unused items to us in the original packaging, within 14 days of notifying us of your intention. Please include a note with your name, order number and reason for return within the parcel. Upon receipt of the unused and damage free items we will issue a refund for the purchase price no later than 14 days from receipt of the returned items.
If the contract was cancelled prior to dispatch we will process your refund within 14 days from the date of your cancellation.
If you return items to us, we will not be responsible for loss or damage during transit and recommend that you utilise a recorded or secure delivery method.
We offer free shipping on one exchange transaction within the UK. Postage for subsequent exchange transactions will be charged at £10. All exchanges outside the UK will be charged postage at the standard rate for that territory.
FAULTY ITEMS
To contact us regarding a faulty bag, please email hello@nancyandfrank.com with your order number, a description of the issue and a photo.
Please note that we are unable to refund or exchange products that are faulty due to misuse or external factors not relating to the manufacturing of the product.
On receipt of a returned item, we will assess its condition and contact you within 7 days with an outcome. A replacement or refund will be issued where appropriate.
Please note that we do not accept responsibility for items that fail to reach us so please be sure to obtain a proof of posting.
We guarantee our bags against any manufacturing defects for 12 months from the date of purchase.
If an issue presents itself within the first 30 days of purchase, we will arrange to have it returned to us and will replace or refund.
After this time, where a product can be fixed, this will be our resolution in the first instance. If it is not possible to repair the item, we will exchange for a band new replacement product of the same type.
If a fix or replacement is not available, only then will we refund your purchase.
Unfortunately, we cannot repair, replace or refund a defective item without proof of purchase.
Please note that our warranty does not cover damage caused by normal everyday wear and tear, improper use, neglect, accidental damage, rubbing or scuffing, water damage or the natural breakdown of materials over time.
