We hope you’re completely happy with your purchase from Natalie Ryan. If you are not satisfied and would like to talk to us, please contact us on studio@natalieryan.com

For most products, you have 28 days to notify the us if you want to return or exchange the item and another 14 days to send them back. The return period will expire 28 days from the day on which you receive the goods you have ordered. This applies to cancelable goods (there’s a guide below to help you see what’s cancelable and what isn’t). 

How to cancel your order, or return or exchange a product

Contact us to let us know that you wish to cancel your order, or return or exchange a product:

1. If already received, package the item up and send it back to us within 14 days of letting us know that you want to cancel your order and return the product (we recommend you use a signed-for delivery service with proof of postage). If you’ve changed your mind the cost of returning will be at your own expense. Our returns address is: Natalie Ryan, PO BOX 7061, Basingstoke, Hampshire RG24 4QP
   
   
2. We will process the refund directly to your payment card or PayPal account (the original payment method), in no more than:
   

a. 14 days after the day the product is received; or

b. if earlier, 14 days after the date you provide evidence that you have returned the product to us; or

c. if there were no goods supplied, 14 days after the day on which you informed the us about your decision to cancel your order.

Please don’t destroy or throw away any product and where relevant the external packaging, even if it’s faulty, before you’ve spoken to us and agreed that doing so won't affect any refund you may be entitled to.

Please note that you are liable for any diminished value of the product resulting from the handling of the product in any way other than what is necessary while you are responsible for it (this includes, in the context of a return, when the product is in transit back to us, for art prints this includes folds and creases).

What you can’t send back

Unfortunately, some items are non-cancelable and non-refundable:

• Anything that’s made to your specific requirements, is personalised or otherwise can't be resold due to a bespoke element.
• Creative pieces that are specially commissioned when you place an order, like art, sculpture and ceramics.
• We cannot accept returns on sale / clearance items, gift cards or items marked as Final Sale.

My item arrived faulty, what do I do?

We hope that every purchase will reach you in a perfect condition but in the rare case it doesn't, please get in touch with us to let us know within 7 days of receipt. 

It’s necessary to include as much information as you can about the issue and if possible also provide some pictures that show any damage to the product and where relevant, the external packaging. Please don’t destroy or throw away any product or packaging, even if it’s faulty, before you’ve spoken to us and agreed that doing so won't affect any refund you may be entitled to. Postage is refunded on faulty items. 

You can always contact us for any return question: studio@natalieryan.com or call us on 0845 388 6946.