Returns & Refunds Policy
At the name nest, we pride ourselves on creating high-quality products and essentials you’ll love. Every item is carefully checked before being sent out, but if something goes wrong, we will always make it right.
1. Faulty, Damaged or Incorrect Items
- If your item arrives faulty, damaged or incorrect, please contact us within 7 days of delivery via email tara@thenamenest.com
- While our products are made from premium materials, some shrinkage can occur after washing clothing and bedding which is within normal range.
- Email tara@thenamenest.com with your order number, photos of the item, and a brief description of the issue.
- Depending on the situation, we will arrange a replacement or possibly refund.
- If a return is required, we will provide instructions and cover return shipping costs.
- WE DO NOT PROVIDE REFUNDS FOR PERSONALISED ARTWORKS, PRE ORDER ITEMS OR CHANGE OF MIND.
- We DO NOT offer monetary refunds for pre-orders due to delays or circumstances outside of our control.
2. Exclusions
For hygiene and safety reasons, we cannot accept returns or exchanges unless the item is faulty:
- Products that have been used, washed or tags and packaging removed and not in new condition - All returns MUST be in original packaging and in new condition to be eligible for an exchange or credit
- Custom, pre order, personalised or made-to-order products
- Sale, clearance or final-sale items
3. Return Process
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- Contact us at tara@thenamenest.com within 7 days of receiving your order
- We will confirm next steps and, if needed, provide a prepaid return label
- Pack your item securely to avoid damage in transit.
- Once we receive and inspect the item, we’ll process your replacement or refund
4. Refunds & Processing Times
- Refunds are issued to your original payment method once the item has been received and assessed.
- Please allow 5–10 business days for the refund to appear in your account.
- If you used a third-party payment provider (e.g. Afterpay, PayPal), processing times may vary according to their policies.
5. Exchanges
While we happily offer exchanges for change of mind and incorrect sizing, we are not liable for Postage Costs To and From us for Shipping Charges. This would be something the customer would have to pay for.
6. Custom Fees/Import Charges/Shipping Protection:
the name nest is not liable for any extra or additional custom or duties charges that may be charged to a customer upon delivery. These vary Country to Country. We recommend checking duties and import charges prior to making a purchase if you are outside Australia.
Shipping Protection & Missing Parcels
the name nest is not liable for parcels that are lost, stolen, delayed, or marked as delivered by the shipping carrier. Once an order has been dispatched and handed to the carrier, responsibility transfers to the shipping provider. Customers are responsible for ensuring shipping addresses are correct at checkout. For international orders, customers are also responsible for any customs duties, taxes, or import fees that may apply.
7. Quality Guarantee & Warranty
At the name nest, we create products designed to be loved, washed, cuddled and used. We stand by the quality of our products and offer a 6 Month Quality Guarantee against manufacturing faults. Our warranty covers:- Stitching or seams coming undone due to workmanship defects
- Faults in construction or manufacturing
- Significant defects present outside of normal wear and use
- General wear and tear over time
- Damage caused by incorrect washing or care outside our care instructions
- Damage from pets, sharp objects or accidental tears/snags
- Misuse or commercial use
- Natural softening, fading or changes from regular washing and use
Please email us with:
- Your order number
- Photos of the issue
- Approximate purchase date
- Details on how the item has been washed and cared for
✓ Repair
✓ Replacement
✓ Store credit or refund where appropriate
