Returns & Refunds Policy – Nocturnal Bags
Your Consumer Rights
You have the legal right to cancel your order within 14 calendar days of receiving your item, plus an additional 14 days to send the goods back to us – total 28 days from delivery, in line with UK consumer law.
Eligibility for Returns
We accept returns on handbags and accessories providing:
• Item is unused, undamaged and in its original packaging
• All tags, dust‑bags and accessories are included
• Return request is submitted within the 28‑day window
• Items are not final‑sale / clearance marked
How to Start a Return
1. Email us at support@nocturnalbags.co.uk with your order number + reason for return
2. We will reply within 2‑3 working days with return instructions and our return address (Wrexham, North Wales)
3. Securely repackage the item for transit
4. Send the parcel back using a tracked postal service (we recommend Royal Mail tracked for proof of delivery)
Refund Details
• Once we receive and inspect your returned item, we will process your refund within 5‑7 working days
• Refunds go back to your original payment method
• Standard returns: Customer pays return postage cost initially, we will then return postage + full refund or replacement at no extra cost to you
• Original shipping fees are non‑refundable unless the return is our error (wrong / faulty item)
Damaged / Faulty / Wrong Item
Please notify us within 48 hours of delivery with clear photos of the damaged, faulty or incorrect item. We will arrange a return and issue your replacement or full refund.
Exchanges
If you would like an exchange for a different bag style: Return your original item for a refund, then place a new order on our shop.
Important Notes
• We cannot accept returns for items showing signs of wear, missing parts or damaged original packaging
• We are not responsible for lost return parcels – keep your tracking number until your refund is confirmed
• This policy does not affect your statutory UK consumer rights