Returns

Our Guarantee

It’s important to us that you are completely satisfied with all of our products. If for any reason you aren’t, then you can return your purchase to us within 14 days of receipt for a full refund.

You will be responsible for any return postage costs involved to return the order, unless otherwise advised. In all cases the items must be unworn, in their original packaging and in the condition you received them.

You must keep evidence of having sent the items.

More information about our cancellations policy can be found here.

Bespoke and/or personalised bags

Although we try to be as accommodating as possible when it comes to returns, bespoke products and customised orders are non refundable – unless they are faulty and fail to give reasonable wear due to either defective workmanship or materials. In the unlikely event that this is the case then we will replace your product, once we have verified the defect.

Returns Guide

1. Please contact us with your order number and request a Returns Form. Fill in the form carefully. If the return is due to a fault with the product you may be required to provide photographic evidence before a return will be authorised.

2. Package up the unwanted item and returns form together. Please ensure that any straps and accessories are inside the bag. Please use a tracked delivery service to send the package to:

N.Were Designs
Quex Craft Village
Quex Park Estate
Park Lane
Birchington
Kent
CT7 OBH
UK

3. Refunds will be processed within 7-10 working days via the original method of payment. We are unable to guarantee the date the refund will credit your bank account as it will depend on your bank or credit card issuer.

Store Returns

Please return any unwanted items that were bought in our store, back to the store.

We will happily issue a full refund within 14 days of purchase. Refunds will be credited via your original method of payment.

International Returns

For international return please follow the Returns Guide above.

Please note that all goods are shipped from the UK, therefore all returns and exchanges need to be shipped back to the UK.

You must post the product(s) within our 14 day approval period.

It is vital to obtain a proof of posting from your postal service, this is your proof should any returned parcel go astray.

N.Were Designs does not cover the cost of postage for international returns.

Loss of Returned Parcels

Please ensure that you send your parcels back by a tracked delivery service with adequate insurance to cover the cost of the item. N.Were Designs cannot be held liable for any parcels lost by your courier on route to us. In the event that your parcel does not reach us, you will need to make a claim direct with your chosen courier.

Orders & Delivery

Placing an Order

All orders placed on this website are subject to acceptance by us and are subject to availability. After placing an order, you will receive an email from us acknowledging that we have received your order. Please note that this does not mean that your order has been accepted. Your order constitutes an offer to us to buy a product. All orders are subject to acceptance by us and we will confirm such acceptance by sending you an email notifying you that the product has been dispatched (the “Dispatch Notice”). The contract between us will only be formed when we send you the dispatch notice.

Manufacturing Time

Every Nelson Were product is handcrafted, unique and manufactured in the UK. We do not mass produce or outsource our products. Upon receiving your order our manufacturing process can take up to 45 days during busy periods, although we will always aim for under 21 days. Please note that this manufacturing time may extend for bespoke and/or customised pieces, but we will agree this with you at the time of quote.

UK Standard Delivery

All our bags are delivered FREE within the UK and will be sent as ‘Signed For’ delivery. Please note, we are unable to deliver to PO, BFPO and AFPO Boxes.

All orders must be signed for by the recipient.

Following the manufacturing and dispatch of your product(s), all UK standard delivery orders will reach you within three 3 to 5 days.

Please allow an extra working day for orders sent by Standard Delivery during UK Bank Holidays and an extra two days for deliveries to The Scottish Highlands, Scottish Islands, the Isle of Wight, Isle of Man and Northern Ireland.

While we will endeavour to deliver products to you as soon as possible, N.Were Designs will not be liable for any failure to make a delivery within the delivery time estimates stated above.

Delivery Locations

We will always do our upmost to ensure that you receive your order at the desired location. If you are not in to receive the delivery, our couriers will leave a card so that you can contact them and make alternative delivery arrangements.

International Orders

Purchases from this Website are completed using PayPal. Therefore, you are able to complete transactions using British Pounds (£ GBP), US Dollars ($ USD), Euros (€ EUR) and many other currencies.

All Nelson Were products are priced in British Pound Sterling (£ GBP). The price charged to our overseas customers will be determined by the exchange rate applied by the customer’s credit or debit card company, at the time the transaction takes place.

International Delivery Services

International shipping costs are as follows:

• European Union: £12
• Rest of Europe: £20
• USA and Canada: £16
• Russia: £45
• Rest of World: £30

All orders delivered to addresses outside of the United Kingdom may be charged import duties by local customs and excise services. Please contact your local postage/import service for more information.

Lost Parcels

If after 10 days (UK) and 20 days (International) of despatch you have not received your product, then please contact us in writing. If after investigating your claim we determine that the non arrival of your product(s) was attributable to us then we will refund the product cost.

We cannot be held liable for any parcels that are lost or stolen as a result of any specific delivery instructions left for the carrier. In addition, we reserve the right to refuse future deliveries to addresses we consider to be insecure. In this event you will be contacted by us to provide an alternative delivery location for future orders.