From NABSU to your doorstep.
Helpful guidance about delivery, returns, damaged or incorrect items, refunds and Cash on Delivery orders.
Shipping
Available shipping options and charges are shown during checkout. Free-shipping thresholds, where offered, are calculated using the current store settings.
Estimated delivery times can vary by destination, courier availability, public holidays, weather, order volume and whether an item requires additional preparation. Tracking information will be added to the customer order page and may also be sent by email when available.
Delivery address
Please provide a complete and accurate address, phone number and any information reasonably needed for delivery. Contact us quickly if an address needs correction.
Handmade and personalised products
Some handmade, made-to-order or personalised items may have different cancellation or return eligibility once production has started. Any product-specific limitation should be clearly communicated where relevant, without affecting rights that cannot lawfully be excluded.
Returns
If you wish to request a return, contact NABSU promptly after delivery with your order number and the reason for the request. Unless the item is defective or applicable law requires otherwise, returned products should generally be unused, undamaged and in their original condition and packaging.
Damaged, defective or incorrect items
If an item arrives damaged, defective or materially different from what was ordered, contact us as soon as reasonably possible and include your order number, a description of the issue and clear photographs where appropriate.
Refunds
Approved refunds are returned using an appropriate method depending on how the original order was paid and the circumstances of the return. Bank and payment-provider processing times can apply after a refund has been initiated.
Cash on Delivery
For Cash on Delivery orders, an approved refund may require bank transfer or another practical refund method because there may be no original online card transaction to reverse.
Contact
Start a shipping, return or delivery enquiry through our Contact Us page and include your order number whenever possible.
NABSU refund calculation
Cancellation before shipment: when a prepaid Stripe order is approved for cancellation before shipment, NABSU normally refunds the full amount paid. For Cash on Delivery orders that have not yet been paid, there is no payment amount to refund.
Change-of-mind return: for an approved return where the item is not damaged, defective or incorrect, NABSU normally refunds the product value after discounts together with the VAT attributable to the returned products. Original delivery charges and Cash on Delivery handling charges are normally non-refundable.
Damaged, defective or incorrect item: after review, NABSU normally provides a full refund, including the original delivery and handling charges, and will give reasonable return instructions.
Cash on Delivery refunds: because there is no online card transaction to reverse, an approved COD refund may be paid by bank transfer, cash or another agreed practical method. The refund is recorded only after it has actually been issued.
These operational rules do not limit any rights or remedies that apply under mandatory consumer law. NABSU may also approve a higher refund where the circumstances justify it.
NABSU Store Credit
For an eligible approved return, you may choose NABSU Store Credit instead of receiving money back to the original payment method. COD returns may also offer bank transfer or cash where appropriate.
Store Credit is attached to your NABSU customer account and can be applied to future website purchases at checkout. It is issued only after NABSU has approved and completed the return or cancellation.
The amount approved still follows the return reason: normal change-of-mind returns may exclude original shipping and COD handling charges, while damaged, defective or incorrect items may qualify for a full refund subject to review and applicable law.