1. Returns & Refunds Overview
This Returns & Refunds page applies to purchases made through www.nashandskeelshandmade.co.uk.
We sell handmade wooden gifts and homeware, including chopping boards, serving boards, personalised items and other small-batch wooden products. Some items are ready-made, while others may be personalised, engraved, bespoke or made to order.
Your statutory rights are not affected by this policy. If an item is faulty, damaged or not as described, please contact us so we can put things right.
2. Standard Ready-Made Orders
For standard ready-made products bought online, you usually have the right to cancel your order within 14 days of receiving the item. You do not need to give a reason.
After telling us you want to cancel, you then have a further 14 days to return the item to us.
| Step | Timescale |
|---|---|
| Tell us you want to cancel | Within 14 days of receiving your order. |
| Send the item back | Within 14 days of telling us you want to cancel. |
| Refund processed | Within 14 days of us receiving the returned item or proof that it has been sent back. |
This change-of-mind cancellation right does not usually apply to personalised, engraved, bespoke or made-to-order items once work has started, unless the item is faulty, damaged or not as described.
3. How to Return an Item
To start a return, please email us before sending anything back.
- Email: accounts@nashandskeelshandmade.co.uk
- Include: your name, order number and the item you want to return.
- Reason: you do not need to give a reason for standard change-of-mind returns, but it helps us improve.
Once we have your return request, we will confirm the return address and any instructions needed.
Please do not send items back without contacting us first, as this may delay your refund.
4. Condition of Returned Items
Returned items must be unused, in a resaleable condition and returned with any original packaging, care cards or accessories where possible.
For wooden chopping boards and serving boards, the item must not have been used with food, washed, soaked, oiled by the customer, damaged or marked.
We may reduce the refund if the item has been handled more than necessary or returned in a condition that affects its resale value.
Examples That May Affect a Refund
- The item has been used.
- The item has been damaged after delivery.
- The item has food marks, water damage, knife marks or staining.
- The item has been washed incorrectly or put in a dishwasher.
- The item is missing parts, packaging or accessories.
- The item has been returned poorly packed and damaged in transit.
5. Refunds
Once we receive the returned item, or you provide proof that it has been sent back, we will process any refund due within 14 days.
Refunds are normally made back to the original payment method used for the order. The time it takes for the money to appear in your account may depend on your bank or payment provider.
Delivery Costs
If you paid for standard delivery, the standard delivery cost will usually be refunded when you cancel a standard online order.
If you chose a more expensive delivery option, such as upgraded, express or signed-for delivery, we only need to refund the cost of the standard delivery option.
Discounts and Gift Cards
If you used a discount code, the refund will be based on the amount actually paid after the discount was applied.
6. Return Postage
For standard change-of-mind returns, you are responsible for the cost of returning the item to us, unless we have agreed otherwise.
We recommend using a tracked or signed-for delivery service when returning items. You are responsible for the item until it reaches us.
If an item is faulty, damaged or incorrect, we will discuss the return postage arrangement with you and make sure you are not left out of pocket where the issue is our responsibility.
7. Personalised, Engraved, Bespoke & Made-to-Order Items
Some products are personalised, engraved, bespoke, custom-sized or made to your specific requirements.
These items cannot usually be cancelled or returned for a change of mind once work has started, unless they are faulty, damaged or not as described.
Please check all personalisation and custom details carefully before placing your order, including:
- Names.
- Initials.
- Dates.
- Spelling.
- Engraving text.
- Measurements.
- Wood choice or finish choice.
- Any custom instructions.
We are not responsible for mistakes in personalisation details supplied by the customer, unless the mistake was caused by us.
8. Faulty, Incorrect or Not as Described Items
If your item is faulty, incorrect or not as described, please contact us as soon as possible so we can help.
Please email accounts@nashandskeelshandmade.co.uk with:
- Your order number.
- A clear description of the issue.
- Photos of the item.
- Photos of the packaging, if relevant.
Depending on the issue, we may offer a repair, replacement, partial refund or full refund.
Natural differences in wood grain, colour, tone, pattern and character are not faults. They are part of buying a handmade wooden product made from real timber.
9. Damaged Parcels
Please check your order when it arrives. If the parcel or product has arrived damaged, contact us as soon as possible.
Please keep the packaging until the issue has been resolved, as the delivery provider may need evidence.
To help us deal with the issue quickly, please send:
- Photos of the outer packaging.
- Photos of any damaged corners, dents or crushed areas.
- Photos of the product damage.
- Photos of the delivery label.
- Your order number.
10. Exchanges
Because many of our products are handmade, small-batch or one-off pieces, direct exchanges may not always be possible.
If you would like to exchange an item, please contact us. If a suitable replacement is available, we will let you know.
If no replacement is available, we may suggest a return and refund instead, depending on the product and circumstances.
11. Orders Returned to Sender
If an order is returned to us because the delivery address was incorrect, incomplete, the parcel was not collected, or delivery was not rearranged, we will contact you.
You may need to pay the delivery cost again before the item is resent.
If the order is cancelled instead, any refund may have the original delivery costs and return costs deducted where allowed.
12. Product Care and Misuse
Wooden products need proper care. Damage caused by misuse, poor care, soaking, dishwasher use, excessive heat, impact damage, lack of maintenance or failure to follow care instructions is not classed as a product fault.
Please read the care information supplied with your item and our care guide: Care Guides
13. Business Details
- Business name: Nash & Skeels Limited
- Trading name: Nash & Skeels Handmade
- Company number: 15773901
- Registered office: 82 Longfield Road, Littleport, Ely, Cambridgeshire, CB6 1LB
- Registered in: England and Wales
- Website: www.nashandskeelshandmade.co.uk
- Email: accounts@nashandskeelshandmade.co.uk
14. Related Pages
Please also read:
15. Contact Us About Returns
If you need help with a return, refund, cancellation, damaged parcel or faulty item, please contact us:
- Email: accounts@nashandskeelshandmade.co.uk
- Website: www.nashandskeelshandmade.co.uk
- Business: Nash & Skeels Limited trading as Nash & Skeels Handmade
Need to Return Something?
Contact us before sending anything back so we can confirm the best next step and help resolve the issue quickly.