SHIPPING
& RETURNS

SHIPPING DETAILS

Please make sure to enter your delivery address correctly when ordering as we cannot be held responsible for any undelivered parcels or delayed experienced due to incorrect details being provided. If you have an issue with your order, please get in touch at hello@concretenature.studio


BREXIT: EU VAT & CUSTOMS DUTIES

Please be aware that as of 1st July 2021, EU customers will have to pay import VAT and handling fees before you can claim your parcel. These charges will depend on the country your parcel will be delivered in and the value of the item(s) you have ordered. Concrete Nature has no control over these charges and accepts no responsibility over additional overseas costs and delays due to customs. For more information you can refer directly to the information provided by Royal Mail regarding Brexit here. 

CUSTOMS & IMPORT TAXES

Overseas shipments may be subject to additional Import VAT, customs duty and handling fees. Buyers are responsible for any customs, import duties and taxes that may apply. Concrete Nature has no control over these charges and accepts no responsibility over additional overseas costs and delays due to customs.

LOST DELIVERY

If you suspect a lost delivery, please contact us at hello@concretenature.studio with your name, order number and full address and we'll look into it for you. Please note, Concrete Nature does not take responsibility for lost or missing packages that show delivery confirmation.


DAMAGE

If your order arrives damaged, notify us immediately at hello@concretenature.studio. Please include clear pictures of the damage alongside your name and order number. Once you have contacted us, we will advise on the appropriate course of action and we will do our very best to resolve the issue to your satisfaction.


REFUND POLICY

We hope you are happy with your purchase but if you are not, please get in touch immediately. Items can only be returned if they were purchased from this website. Gift cards, Giclée prints and bespoke commissions are final sale and can not be returned, or exchanged. Please note giclée prints are printed especially for each order. Shipping costs are nonrefundable and customers will assume the cost of return shipping.

If you would like to arrange a return, exchange or refund please contact us at hello@concretenature.studio within 14 days of receiving your orders. The return address and return form will be provided to you when you contact us via email. 

Please note all items must be returned unopened in their original sealed packaging in saleable ‘as new’ condition. If you are returning items purchased on sale or ‘seconds’, the refund you receive will be based on the sale price you paid for your items. We recommend returning your unwanted items using tracked or recorded delivery methods and to retain proof of postage in the unlikely event of loss as Concrete Nature cannot refund products damage or lost in transit. Concrete Nature does not cover cost of return postage.


REFUND PROCESSING TIME

Once we receive your returned item(s) we aim to process your return within 7 working days. Concrete Nature remains a small operation, we’ll be dealing with your return as quickly as we possibly can. Once your return has been processed you will received an update via email. Please note that original postage cannot be refunded and you will have to pay yourself to return your original purchase to us. 

REFUND CONDITIONS

You will be eligible for a refund if you meet the following criteria:

• Your returned items are received within 14 days of you receiving your original order.

• item(s) must be returned in a fully resalable condition: undamaged and in the state in which they were sent.

• Item(s) must be accompanied by the fully completed returns form.

Please note that we reserve the right to refuse a return and refund on items deemed not to be resalable. If you do not provide a completed returns form with your name and order number, we will be unable to process your return and refund.