Shop policies

Delivery

We currently post to UK addresses only, using Royal Mail.

• UK delivery is £1.95 per order, and free on orders over £20.00.
• Items that are ready to go are posted within 3 working days.
• Made-to-order pieces are made for you once you order. The time it takes is shown on the product page and in your basket (usually within 7 working days) — if your order mixes ready and made-to-order items, we post everything together once it’s all ready.
• Royal Mail usually delivers within 1–3 working days after posting.

If your parcel hasn’t arrived within 10 working days of us posting it, email hello@phoenyxnest.co.uk and we’ll help sort it out.

Returns & refunds

We keep this simple. There are two situations.

Something is wrong with your order

If it arrives damaged, faulty, or it’s not what you ordered, email hello@phoenyxnest.co.uk within 30 days with a photo. We’ll refund you in full, including postage, or send a replacement if we can. You don’t need to send anything back.

You’ve changed your mind

By law you can cancel an online order within 14 days of receiving it. Email hello@phoenyxnest.co.uk to tell us, then post the item back to us unused and in its original condition within 14 days of that. You pay the return postage. Once it arrives, we refund the item price and the standard delivery charge to the card you paid with.

Items made to your own specification or personalised for you can’t be returned unless they’re faulty. Stickers that have been peeled from their backing count as used.

These rights come from UK consumer law and nothing here takes them away.

Privacy

Phoenyx Nest is a small UK business run by Phoenyx. We only collect what we need to get your order to you, and we never sell or share your details for marketing.

What we collect and why

• Your name, email and delivery address — to post your order and contact you about it.
• What you ordered and paid — for our records and the taxman.

Who else is involved

• Stripe handles payments. Your card details go straight to Stripe — we never see or store them.
• Cloudflare hosts this website and stores order records securely.
• Royal Mail sees your name and address on the parcel.

How long we keep it

Order records are kept for 6 years, because UK tax rules require it. After that they’re deleted.

Cookies

We don’t use advertising or tracking cookies. Your basket is remembered in your own browser so it’s still there when you come back — that never leaves your device.

Your rights

You can ask to see the information we hold about you, correct it, or have it deleted (where we’re not legally required to keep it) — just email hello@phoenyxnest.co.uk. If you’re unhappy with how we’ve handled your data you can complain to the Information Commissioner’s Office.

Terms of sale

Phoenyx Nest is the trading name of Phoenyx Scantlebury-Cameron, a sole trader based in Ilford, Essex, United Kingdom. Contact: hello@phoenyxnest.co.uk. If you need our postal address (for example to return an item), email us and we’ll send it with your returns instructions.

• These terms are between you and Phoenyx Nest. By placing an order you agree to them.
• Prices are in pounds sterling. We’re not VAT registered, so no VAT is charged.
• Payment is taken when you place your order. Your order is accepted once we email to confirm it.
• Our pieces are handmade, so each one may differ slightly from the photos, and colours can look different on different screens.
• If we can’t fulfil your order — for example, something sells out at the same moment — we’ll let you know and refund you in full.
• Nothing in these terms affects your statutory rights as a consumer.