Delivery & Returns
At nanu, we pride ourselves in creating the perfect nanu product just for you and truly believe there is nothing more important than a good night’s sleep, so if there is anything you want to query please contact our customer service team.
the goods will be delivered to the customer at the address detailed on the order form. if you are not in the property when the parcel is being delivered it may be left with a neighbour or a secure location at the property.
- delivery is limited to within mainland uk
- goods are normally dispatched within 48 hours of receipt of order (excluding weekends and bank holidays).
- Delivery options available:
- Free Mainland Standard Delivery (5-7 working days)
- Paid for Mainland Express (2-3 working days)
- orders received after 2pm will be processed the next working day (excluding bank holidays)
- we aim to have stock available on all items and to deliver goods to your delivery address within the timescales appropriate, but such timescales are approximate only.
- in the event that you miss your delivery, please contact us as soon as you can.
- any dates quoted for delivery of the goods are approximate only and nanu shall not be liable for any delay in delivery of the goods caused by a reason outside of our reasonable control.
- please contact us if you receive any damaged or incorrect items within the first 14 days
- If your purchase is faulty, damaged or incorrect in any way, you can return it within 14 days
- Contact our customer services team to arrange a return quoting your name or order number
Our customer service team will take you through the returns procedure which can often be resolved by providing imagery and a clear description of the fault in an email.
- If a fault cannot be verified over the phone or email, you will be asked to return the item(s) to us for inspection
- Please do not send your product back to us without contacting our customer service team as they will only acknowledge returned items with a valid return reference number.
- Please ensure your nanu is suitably packaged for return with a strong outer cover
Non-faulty goods – In line with personalised goods and distance selling regulations, we cannot refund accept returns Non-Faulty items because they have been made to your specification.
7 Nights’ Guarantee – if you are unhappy with your nanu order you are free to exchange your item(s) within 7 days upon receipt of the goods. Item(s) can only be exchanged for a similar product with different specifications. Exchanges only apply to the original ordered item(s) and can only be exchanged once. Please contact the customer service team within 7 days notifying us of your wish to exchange under the 7 Nights’ Guarantee.
The return of goods within the 7 Nights’ Guarantee will be at your own cost and must be returned in the original packaging. We advise if you wish to use the carrier which delivered the goods, we will be able to provide a link and associated costs. Please contact our customer service team for further information.
Our returns will be given to the homeless