Refund policy

Return and refund policy

Not in love with your scene? You can return it within 14 days of delivery for a refund or an exchange. This policy forms part of our Terms of service.

Last updated: 28 July 2026.

How to start a return

• Email contact@birchnook.com with your order number and let us know what you would like to return. We will confirm the return address and guide you through it.
• Please contact us before sending anything back — returns sent without notice can be delayed.
• Once you have shipped it, send us the tracking number so we can watch for it.

Condition

• Items should be returned unused, in their original condition and packaging, with all pieces and fixings included.
• We may reduce a refund to reflect any loss in value caused by handling beyond what is needed to check the item.

Return postage

• You cover return postage on a change-of-mind return. We recommend a tracked service — until it reaches us, the parcel is your responsibility.
• If an item is faulty, damaged or not what you ordered, we cover the return cost.
• There are no duties or customs charges for you on a return — we cover those.
• We never charge a restocking fee.

Refunds

• Once your return arrives and has been checked, we process your refund to the original payment method within 5 business days. Your bank may take a few more days to show it.
• Original shipping costs are refunded only where the item was faulty, damaged or incorrect.

Damaged or faulty items

Every order is packed with care, but if something arrives damaged or faulty, email contact@birchnook.com within 14 days of delivery with a photo. We will send a replacement or refund you in full — whichever you prefer. You do not need to return a damaged item unless we ask. The sooner you tell us, the easier it is for us to claim against the carrier, so please get in touch as soon as you notice.

Exchanges

Want a different design or size instead of a refund? Tell us when you start your return and we will make the replacement as soon as the original is on its way back. If the new piece costs more, we will send a payment link for the difference; if it costs less, we refund the difference.

Personalised items

Pieces personalised with a name or custom text are made specifically for you and cannot be returned for a change of mind. This does not affect your rights if the item arrives faulty, damaged or incorrect. Please double-check your spelling before ordering — we reproduce exactly what you enter.

Cancelling an order

Our pieces are made to order. If you need to cancel or change an order, email us as soon as possible — we can usually help if the piece has not yet been cut. Once an order has shipped, it falls under the return process above.

Your legal rights

Nothing in this policy limits the rights you have under the consumer-protection law of your state of residence. Where those rights give you more than this policy does, they apply.

Questions

Email contact@birchnook.com and we will get back to you within 1 business day.