Refund policy

1. Returns Eligibility

We accept returns under the following conditions:

  • Your return request is submitted within 7 days of the delivery date.

  • The item is unused, undamaged, and in its original packaging, suitable for resale.

  • The item was not marked as final sale.

Please note:
We do not accept returns on personalized, custom, or made-to-order items unless they arrive damaged.

2. Non-Returnable Items

We are unable to accept returns for:

  • Products that show signs of use, handling, or wear.

  • Items returned without original protective packaging.

  • Products that are damaged during return shipping due to insufficient packaging.

3. Return Shipping Costs

  • Return shipping costs are not covered by Nacre & Co.

  • You are responsible for ensuring the product is returned safely and securely. We strongly recommend using a tracked and insured shipping service.

  • If an item is returned damaged, we reserve the right to deny a full refund.

4. Refunds

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.
If approved, your refund will be processed within 5–7 business days, and a credit will automatically be applied to your original method of payment.

Please note:

  • Original shipping fees are non-refundable.

  • If your return is rejected, you may choose to have the item shipped back to you at your own cost.

5. Damaged or Faulty Items

If your item arrives damaged or defective, please contact us within 48 hours of delivery with:

  • Your order number

  • A clear photo of the damage

  • The original packaging

We will offer a replacement or refund based on our inspection. Claims filed beyond 48 hours may be denied due to insurance and shipping provider policies.

6. Exchanges

We do not offer exchanges. If you would like a different item, please initiate a return and place a new order separately.

7. How to Request a Return

Please contact us at support@nacreco.uk with your order number and reason for return. We will guide you through the return steps.

8. Legal Compliance

Our return policy is compliant with the UK Consumer Contracts Regulations. However, due to the fragile nature of our product and gift-oriented positioning, we operate under stricter packaging and handling standards.

If you have any questions or concerns, feel free to reach out to our support team. We're here to help.

Nacre & Co.
Elegance. Heritage. Handcrafted.