Returns 
Our returns policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we are unable to offer a refund or exchange.
We advise all items are checked upon delivery arrival as we will not be held responsible if an item is purchased and not checked later than the 14 day period.
 
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
You must notify us by email along with your order number within 14 days of receipt.
Several types of goods are exempt from being returned. Such as :
- Personalised and made to order items
- Wallpaper and wall art once it has been removed from packaging and hung

To complete your return, please contact us via email with the reason for return and a receipt or proof of purchase. Please do not send your purchase back to the manufacturer as a refund will not be acceptable unless sent back to our warehouse:

The Luxury Nursery Company
Charles house
Furlong way
Ware
SG129TA

Please ensure you pay for a tracked return service, as we will not be held responsible for any returns that are not signed for by our warehouse on arrival back. Please make sure your name and order number are placed on a note within your return parcels.

Please do not refuse acceptance of your parcel at delivery as you will not be entitled to a refund as the items may not be tracked and sent back to our returns address. Please ensure you follow our returns policy correctly to ensure a full refund can be processed.


Refunds (if applicable) 
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. 
If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment, within 7-14 days depending on your bank provider. 


Late or missing refunds (if applicable) 
If you haven’t received a refund yet, first check your bank account again. 
Then contact your credit card company, it may take some time before your refund is officially processed.
Next contact your bank. There is often some processing time before a refund is posted. 
If you have done all of the steps above and you still have not received your refund yet, please contact us.


Sale items (if applicable) 
Only regular priced items may be refunded, unfortunately sale items cannot be refunded nor items that are sold whilst on promotion i.e. Black Friday or Summer Sales.


Shipping 
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. 
 If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item. 

Shipping to the UK only, we do not ship to Jersey.

Missed your delivery

If you have missed your delivery, please contact the courier as a first instance and quote your parcel number/ numbers.

If you have further issues, please contact us and we will be able to assist.

Please note, we offer a free delivery service. If a delivery has been missed by the customer more than twice there will be a cost incurred via the customer for reattempt of delivery. 

Damages or faults

If an item arrives and has a fault i.e. a broken zip, we will arrange a replacement cover to be sent. If the buyer agrees to the replacement cover, we will not be liable to process a refund and any further corresponsdance will be responsible of the buyer. If the item has a fault, or query, an enquiry must be raised by the customer within 14 days of receieving the item, as items should be checked within this time frame. If a query is not raised within the 14 days after delivery of the item, we are unable to take responsibility of the product.

Multiple product purchase - Please check each product on arrival, and raise the query as soon as possible to ensure we are able to resolve any issues. If items are sent out seperately, please do not hesitate to contact us regarding a specific item.

Please check items upon delivery, if a box is damaged please decline the delivery with the courier. We are unable to take liability for any parcels that arrive opened or damaged upon delivery if the customer accepts the parcel.

Our soft play sets are made for at-home use and therefore are not sold for the purpose of hiring out or commercial use. We therefore do not take any responsibility for excessive wear and tear on items that are used for hire parties or business wear. If we deem your purchase a business purchase, we are not held responsible for any wear and tear.

 

Cancellation of order

 If you wish to cancel an order, you must email our team within 24 hours of purchasing your item. Orders that are placed past the 24 hour cancellation period are down to the customer to return at their own accord if they do not wish to keep their items.

 Delivery Queries 

 If you have an issue with your delivery, an investigation will need to be taken with our chosen courier. A handwritten statement will need to be sent across declaring the missing item along with a customer signature, date, parcel number and address. Please allow up to 7-10 working days for a response whilst this is investigated.

Correspondence 

Our standard correspondence timings via email or any other contact form is between 24-48 hours. 

Any further queries please email the team who will be happy to assist with any delivery concerns.