As all items are ‘made to order’, we cannot accept returns or exchanges unless an item is faulty.
In the unlikely event of receiving a damaged or faulty item please contact us immediately but within 7 days of delivery to notify us of the problem and to arrange for return. It is essential that you contact us prior to any return to obtain authorisation. Please be aware products are handmade so their may be visible signs and indications of this but this does not mean they are faulty.
Customers are responsible for the return shipping arrangements and these are made at their own risk. Please ensure that you package securely and include a note of your name, address, email address and order number. It is highly recommended to make returns using a trackable insured shipping service. We cannot guarantee that we will receive your returned item, it is your responsibility to track the package and have proof of postage.
We only replace items if they are defective or damaged. If you need to exchange an item please send an email request including a clear picture to Natasha@NROLLINSON.com to arrange this.
Once arranged, send your item to: NROLLINSON, 52 North Circular Road, Belfast, BT15 5FE by a trackable insured shipping method. We reserve the right to use our discretion when deciding whether to replace or repair faulty goods. We will notify you when your exchanged item is dispatched. Depending on where you live, the time it may take for your exchanged product to reach you may vary.
Once your return is received and inspected, we will notify you as to whether the refund has been approved. We reserve the right to judge whether an item is faulty rather than miss-treated. Willfull, malicious damage or negligence will void any rights you have to take advantage of the refund or exchange policies. If you are approved, then your refund will be processed as soon as possible, usually within 7 days, using the same method as the original payment. If your refund request has been rejected we will email you to let you know why and the item will be sent back to you.
Late or missing refunds
Please allow up to 30 days for a refund to appear after your confirmation email. If you haven’t received a refund yet, first check your bank account or your credit card company again as sometimes there is a processing delay. If you’ve done all of this and you still have not received your refund, please contact us.