Returns, Refunds and Cancellation Policy

Nibble & Gnaw want you to be happy with your purchase, and we always love finding ways we can improve our service. If you have any queries about your order, please contact us and we’ll be happy to help.

You can request a return, cancellation through our online customer account portal.

You’ll need to enter the email address used to place your order. A six-digit verification code will be sent to your email address so you can securely access your order and submit your request.

Once submitted, your request will be reviewed by our team. Submitting a request does not automatically guarantee that your order will be cancelled, returned or refunded.

If you cannot access the portal, checked out as a guest, or need help with your request, you can leave us a message via our website or email us directly at cs@nibbleandgnaw.com.

Online returns, cancellations and withdrawal requests

To request a return, cancellation or EU withdrawal online, please use our customer account portal.

You’ll need to enter the email address used to place your order. A six-digit verification code will be sent to your email address so you can securely access your order and submit your request.

Once submitted, your request will be reviewed by our team. Submitting a request does not automatically guarantee that your order will be cancelled, returned or refunded.

Cancellations

If you wish to cancel your order, please submit a cancellation request through our customer account portal as soon as possible.

If your order has not yet been prepared, fulfilled or despatched, we will do our best to cancel it before delivery.

If your order has already been prepared, fulfilled or despatched, we may be unable to cancel it before delivery. In this case, you may still be able to return your order once received, in line with this Returns Policy and your statutory rights.

If you cannot access the customer account portal, please contact us as soon as possible at cs@nibbleandgnaw.com.

Returns

If you wish to return an item for a refund, please submit a return request through our customer account portal within 28 days of receiving your delivery.

If your order arrives in separate deliveries, the 28-day period starts from the date you receive the final item in your order.

Returned items must be unused, in their original packaging and in the condition in which they were received, unless the item is faulty, damaged or incorrectly supplied.

Once your return request has been reviewed, we’ll email you with the next steps and return instructions.

Please ensure the parcel or box is securely sealed and send it to:

Returns and Exchanges
Nibble & Gnaw
17 Dargan Crescent
Belfast
BT3 9RP

We recommend obtaining proof of postage, as we cannot take responsibility for returned parcels that go missing in transit.

Cost of return shipping

Unless the item is faulty, damaged or incorrectly supplied, the customer is responsible for the cost of returning goods to us.

If the item is faulty, damaged or incorrect, please contact us with your order number and photos where possible, so we can review and resolve this for you.

Refunds

Refunds are processed once the returned item has been received and checked.

For standard returns, we will refund the cost of the returned item, provided it is received back in its original packaging and in the condition in which it was received by you.

Where applicable, we may deduct £8.00 from the refund to cover the cost of order processing, packaging and original delivery. This deduction does not apply where the item is faulty, damaged or incorrectly supplied, or where your statutory rights require otherwise.

The sooner the goods are returned to us, the sooner we can process your refund.

EU Right of Withdrawal

If you are a consumer based in the European Union, you may have the right to withdraw from your online purchase within 14 days of receiving your order, without giving a reason.

For orders containing multiple items delivered separately, the 14-day withdrawal period begins from the day you receive the final item in your order.

EU customers can exercise this right through our online customer account portal by selecting the relevant cancellation or return option for their order.

After submitting your withdrawal request, you will receive confirmation by email.

If your order has not yet been despatched, we will review your request and, where possible, cancel the order before delivery.

If your order has already been despatched, we may be unable to stop the delivery. However, you can still exercise your EU right of withdrawal within 14 days of receiving your order. You will then need to return the goods to us.

If you exercise your EU right of withdrawal, you are responsible for the cost of returning the goods to us, unless the item is faulty, damaged or incorrectly supplied.

Where required under EU withdrawal rules, we will refund the cost of the returned item and any standard delivery charge paid for the original order. If you selected a more expensive delivery option, only the standard delivery cost will be refunded.

Refunds for EU withdrawal requests may be withheld until we have received the returned goods or you have provided proof that the goods have been sent back to us.

Certain products may be excluded from the right of withdrawal where permitted by law, including goods that deteriorate or expire quickly, or sealed goods that are not suitable for return for health or hygiene reasons once opened.

This policy does not affect your statutory rights.