Refund policy
We have a 14-day return policy, which means you have 14 days after receiving your item in order to request a return authorisation.
To be eligible for a return, your item must be in the same condition which you received it; it should be unworn/unused, with tags, and in its original packaging. You’ll also need to show us the receipt or proof of purchase.
You can always contact us for any returns question at shop@nutcracker.studio.
EXCHANGES
Items can be exchanged for store credit which will be used against an alternate size or style, contingent on that item being in stock. If the desired item is not in stock, a full cash (or card) refund can be issued, or store credit can be issued - and request a notification of when the desired item will be back in stock.
To start the returns process for an exchange, you should contact us at shop@nutcracker.studio. When a return is accepted, we will send you a return shipping label, with instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. We will ship the new items only once the original return has been processed.
REFUNDS
To start the refunds process, you should contact us at shop@nutcracker.studio. When a refund is accepted, we will send you a return shipping label, with instructions on how and where to send your package. Items sent back to us without first requesting a refund will not be accepted.
We will notify you once we’ve received the returned items, and let you know the approval status of your return. If approved, you’ll be automatically refunded on your original payment method. Please remember that it may take up to 5 business days for your bank or credit card company to process the refund.
FAULTY ITEMS
Items are considered faulty if they are received damaged. Items that are damaged as a result of normal wear and tear are not considered to be faulty. Where possible, we will offer to repair faulty items. When items deemed faulty cannot be repaired or the same item is not available, a full refund will be offered.
CANCELING YOUR ORDER UNDER THE ICACR
If you are based in the EU, you have the right to cancel your order with us under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, but need to notify us of your decision to do so within 14 days from the day after the day on which you receive the last item in your order.
To exercise the right to cancel, please inform us by email to: shop@nutcracker.studio.
On receipt of your notice of order cancellation, client services will contact you with return instructions. Please complete the returns form that you received with your order, and include it with your return so we can process your refund promptly.
Please note that you must cover the cost of the return shipment, as our free collection service does not apply to orders cancelled under the ICACRs.
We recommend that you insure the return shipment as you are under a duty to take reasonable care of the goods and will be liable for damage to them until we receive them at our warehouse. We also recommend that you use a secure, trackable means to return your order to us at the address provided in our response and you retain proof of sending, in case of a dispute.
All items must be returned unused, in their original condition and from the country that the order was delivered to.
We will refund the full value of your order, including standard shipping costs, within 14 days of receiving your notice of contract cancellation. If we do not receive the cancelled order, we will arrange to have it collected from you at your cost.