Effective Date: 08 August 2026

 

I want you to love your purchase. Please read the information below carefully before ordering. 

 

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1. Change-of-Mind Returns (Jewellery Only)

• You have the right to cancel your order within 14 days of receiving your item, in accordance with UK consumer law.

•  To exercise this right, you must notify me in writing within this period.

• Once cancellation has been confirmed, items must be returned within 14 days.

• Returned items must include all components, be unused, unworn, and in their original condition and packaging

•  Please pack items carefully to prevent damage in transit.

• Until items are returned and received, they remain your responsibility. I am not responsible for items lost in return transit.

• Refunds will be issued for the price paid at the time of purchase.

• Exceptions: custom or personalised jewellery, made-to-order prints, digital downloads, and earrings (for hygiene reasons) are non-refundable unless faulty or incorrect.

 

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2. Faulty, Damaged, or Incorrect Items

• If an item arrives faulty, damaged, or incorrect, please contact me as soon as possible and include clear photographs.

• You may keep or return the item, depending on the advice provided.

• If only part of a product is returned due to a fault, the refund will reflect the value of the faulty component(s) returned. Components that are not returned are not included in the refund.

• Reasonable care should be taken when handling and returning items to prevent further damage.

• Refunds or replacements will be issued in line with statutory rights. Return postage costs will be covered if the item is confirmed to be faulty or incorrect.

 

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3. Prints (Made-to-Order)

• Prints are made to order, so change-of-mind returns are not accepted.

• If a print arrives faulty or damaged, please contact me immediately with photographs.

• Replacement or refund will be arranged in line with the print partner’s quality and shipping policies. You may be asked to keep the item or return it to their facility.

 

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4. How to Report an Issue

 

To report a damaged, faulty, or incorrect item, email contact@nicturnal.co.uk including:

• Your order number

• A brief description of the issue

• Clear photographs

 

I’ll respond as soon as possible and advise on the next steps.

 

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5. Refunds

• Approved refunds will be issued to the original payment method.

• Please allow up to 14 days for refunds to be processed once approved.

• Claims cannot be processed without the required photos for verification.

• I reserve the right to decline refunds or replacements if reported outside the stated timeframes or without required information.