Frequently Asked Questions

Orders

Can I cancel my order?

It is possible to cancel a recent order if it has not been processed or dispatched.

If your order has been processed and dispatched, it will not be possible to cancel it. Please complete an online returns form for a refund.

Can I modify an order?

It is not possible to modify an order. If the order is not processed and/or dispatched, it can be cancelled and a new order placed.

Why was my order cancelled by NurseryVerse?

It is possible that your order has been cancelled due to stock availability, fraud prevention checks or other exceptional circumstances. If this occurs, you will be notified by email and either no amount will be charged or a full refund will be issued.

What should I do if my order appears to be lost or stolen?

If your package appears to be lost or possibly stolen, an investigation will need to be opened with the carrier. This process may take 10 to 20 business days. In the meantime, you may choose to place a new order if you wish to receive the items more quickly. Once the investigation is complete, and depending on the outcome, we will be able to replace your order or issue a refund, if applicable.

Shipping

How can I track the delivery of my order?

Home shipping

A dispatch confirmation email containing a tracking number is sent when the order is dispatched. You can also log in to your customer account to check the status of your order.

Which carriers do you use?

The choice of carrier is made when the order is dispatched, unless otherwise specified.

A confirmation email with a tracking number and carrier details will be sent when the order is dispatched.

Returns & exchanges

I’ve received a broken parcel. What should I do?

How long does it take to receive a refund?

Once the goods have been received at our distribution centre, please allow 24 to 48 hours for your return to be processed.

Once the refund has been made, allow 3 to 7 working days for the funds to be returned to your original payment method.

Can I make an exchange?

Exchanges are possible in shop only, free of charge and subject to availability, within 15 days of receiving or collecting your order.

An item from my order is missing. What should I do?

Gift card

How can I check the balance on my NurseryVerse gift card?

To check your gift card balance, click here.

Can I return a gift card?

Gift cards are non-refundable.

What should I do if my gift card is lost or stolen?

Protect your gift card like cash. It cannot be replaced or reimbursed if lost or stolen.