Returns & refunds
Love it, or send it back.
Not quite right? You have 14 days to return your set for a full refund — and if it ever arrives damaged, we’ll replace it, no fuss.
14-day returns
Return within 14 days for a full refund.
Damage covered
Arrives damaged? We replace it free.
Real support
A human answers every email, fast.
How returns work
Email contact@birchnook.com to start — we’ll share the return address. You arrange return shipping on a change-of-mind return and send us the tracking number; if an item is faulty, damaged or not what you ordered, we cover the return cost. Full terms in our Return and refund policy.
Our promise
You’re covered, either way.
If a set isn’t right, send it back within 14 days for a full refund. And if anything arrives damaged, we’ll make it right straight away.
- ✓Full refund within 14 days
- ✓Free replacement if it arrives damaged
- ✓No restocking fees, ever
Good to know
How do I start a return?
Email contact@birchnook.com with your order number and we’ll share the return address and next steps.
How long do I have?
You can return your set within 14 days of delivery, in its original, unused condition.
Who pays for return shipping?
On a change-of-mind return, return shipping is arranged and paid by you — please send us the tracking number so we can watch for your parcel. If the item is faulty, damaged or not what you ordered, we cover the return cost.
When will I get my refund?
Once your return arrives and is checked, we refund the original payment method within 5 business days. Your bank may take a few more days to show it.
What if it arrives damaged?
Send a photo within 14 days of delivery and we’ll ship a free replacement — no need to return the original. The sooner you tell us, the easier it is for us to claim against the carrier.
Can I change or exchange my order?
Email us as soon as you can — we can usually still change an order if the piece hasn’t been cut yet. Once it has shipped, you can return it for a refund or tell us when you start the return and we’ll send a replacement instead.
Can I return a personalised piece?
Pieces personalised with a name or custom text are made just for you, so they can’t be returned for a change of mind. That doesn’t affect your rights if one arrives faulty, damaged or incorrect — we’ll always put that right. Please double-check spelling before you order: we reproduce exactly what you enter.
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