Refund policy

Return & Refund Policy

This Return & Refund Policy applies to all purchases made via Nancy & Wren. We want you to feel confident in your purchase. If you are not satisfied with your order, this policy explains how to request a return, exchange, or refund.

Important Information

  • Return period: 30 days from the date of delivery
  • Return shipping: Customers are responsible for return shipping costs, unless the item is defective, damaged, or incorrect
  • Refund processing time: Within 7 business days after approval
  • Refund method: Original payment method
  • Exchanges: Possible within the 30-day return window, subject to availability
  • Restocking fee: None

This policy is subject to our Terms of Service and applicable federal and state consumer protection laws.

Return Conditions

You may return your item within 30 days of delivery provided that:

  • The item is unused and unworn
  • The item is undamaged and in resalable condition
  • The item is returned in its original packaging with all tags and labels attached

Returns submitted after the 30-day return period may not be accepted unless required by applicable law.

Personalized, custom-made, or final sale items may not be eligible for return unless defective or otherwise required by law.

How to Start a Return

Please email us at support@nancyandwren.com and include your order number and a brief description of the reason for the return. You will receive return instructions and the correct return address from us.

Please package the item securely to avoid damage during transport and use a reliable shipping service with tracking.

Unless the item is defective, damaged, or incorrectly delivered, return shipping costs are the responsibility of the customer.

Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us as soon as possible at support@nancyandwren.com and include:

  • Clear photos of the item and the issue
  • A brief description of the problem
  • Your order number

After reviewing the case, we will, where appropriate, arrange a replacement at no additional cost or issue a full refund.

Refunds

Once we have received and inspected your returned item, we will notify you of the approval or rejection of your refund.

If approved:

  • The refund will be processed within 7 business days
  • The refund will be issued to the original payment method
  • No restocking fees apply

Please allow an additional 5–10 business days for the refund to appear on your statement, depending on your bank or payment provider.

Exchanges

You may request an exchange within 30 days of delivery. Please email support@nancyandwren.com and include your order number and the item you would like in exchange.

Exchange items must meet the same conditions as returns: unused, unworn, undamaged, and in original packaging with tags attached. Once received and approved, the replacement item will be shipped subject to availability.

Order Cancellations

If you wish to cancel your order, please contact us as soon as possible at support@nancyandwren.com. Cancellations are only possible if the order has not yet shipped. If the order has already shipped, please follow the return process after delivery.

Customer Support & Contact

Customer service hours: Monday–Friday, 9:00 AM – 5:00 PM ET
Email: support@nancyandwren.com

We aim to respond within 1–2 business days.