Owner policy draft · Pending legal review
Delivery & returns
NICATOCHI is not trading yet. These owner-selected policy choices are a pre-launch draft, pending legal review; they are not an active service offer. Nothing here reduces your statutory rights.
How to arrange a return
NICATOCHI manages return requests. Contact us with your order number and the items you wish to return; for damaged or incorrect items, include photographs where possible. We will coordinate with our fulfilment partner and provide the appropriate return address, any required reference and instructions. Where arranged, you may send the item directly to our fulfilment partner. Please await our instructions before posting a return, and do not send parcels to our business address unless we specifically instruct you to do so. NICATOCHI remains your point of contact and handles your refund. Requesting return instructions does not change your statutory cancellation deadlines or rights; you may notify us of cancellation without prior authorisation.
UK delivery
Planned UK mainland delivery is a flat £4.99 (including VAT) per order. There is no free-delivery threshold and no free-delivery offer is active. Delivery to Northern Ireland, the Highlands and Islands, Channel Islands and other non-mainland addresses is not yet offered. Some items, such as fragrance, may be unavailable for delivery until carriage is confirmed. Confirmed charges and estimated delivery timings will be shown at checkout before payment. Dispatch time is not delivery time; no dispatch or arrival deadline is promised in this pre-launch draft.
International delivery
International delivery is not offered. Destinations, services and charges must be confirmed before any future offer.
28-day goodwill returns
We intend to offer a 28-day goodwill return window from receipt for eligible standard, non-personalised items. For this additional goodwill offer, notify us and send the item back within 28 days of receipt. This is separate from, and does not shorten, statutory cancellation or faulty-goods rights.
Your statutory cancellation rights
Where the statutory right to cancel an online purchase applies, you generally have 14 days from receiving your goods to notify us of cancellation, then a further 14 days after notifying us to send them back. You can also notify us before delivery. Any additional goodwill conditions do not restrict this right.
Return condition and inspection
For goodwill returns, items should be unused or unworn where appropriate, in resalable condition and in their original packaging. For statutory cancellation, you may handle goods as reasonably necessary to inspect their nature, characteristics and functioning, as you could in a shop. These goodwill conditions do not remove rights for faulty goods. Any lawful deduction for handling beyond necessary inspection must follow the applicable rules and required pre-purchase information; there is no fixed deduction fee.
Return postage
For change-of-mind returns, you pay reasonable return postage unless NICATOCHI explicitly offers free returns. This will be disclosed before purchase; where the law requires us to bear the cost, we will. There is no fixed return deduction fee.
Faulty, damaged or incorrect goods
For faulty, damaged, incorrect or not-as-described goods, NICATOCHI will pay or arrange the appropriate remedy, including reasonable return costs, in accordance with your legal rights. These generally include a short-term 30-day right to reject faulty goods, and rights to repair, replacement or refund as applicable. Please tell us promptly about damage and provide available evidence; a supplier's process or notification deadline does not limit your statutory rights.
Cancellation and personalised goods
Please request cancellation before fulfilment; we will stop an order where possible. If it has already progressed, any applicable statutory cancellation and return rights still apply. Personalised or made-to-order goods may have different change-of-mind rights only where a legal exception actually applies, such as goods made to your specifications or clearly personalised. Being made to order alone does not establish an exception. We have not verified whether any exception applies to our Contrado designs; item-specific terms must be confirmed and disclosed before sale. Faulty-goods rights remain unaffected.
Refund timing
For a statutory cancellation involving returned goods, we will refund without undue delay and within 14 days after receiving the goods back or evidence that you sent them back, whichever is earlier. We may withhold the refund until then where permitted, unless we have offered to collect the goods. If no goods were supplied, the deadline is generally 14 days after we are informed of cancellation. The refund includes the cost of the least expensive standard outbound delivery offered, not any extra paid for a premium service. For a statutory faulty-goods refund, we will refund without undue delay and within 14 days after agreeing you are entitled to it. Refunds use the original payment method unless you expressly agree otherwise, without a refund fee. Goodwill-only refunds are intended to follow the returned-goods timetable above; this does not replace statutory rules.
Address errors and non-collection
Please check your address and collect parcels where required. If an incorrect or inaccessible address or non-collection is your responsibility, you may be responsible for reasonable re-delivery or return costs only where legally appropriate and disclosed as required. This does not remove rights where NICATOCHI or its delivery partner is responsible. Delivery risk generally remains with NICATOCHI until you or your nominated recipient takes physical possession, subject to applicable law.
Packaging
NICATOCHI custom packaging, branded inserts and supplier packaging arrangements are not confirmed and are not promised.
Exceptions
Legal exceptions may apply, including certain sealed goods unsuitable for return for health or hygiene reasons once unsealed. An item is not automatically excluded simply because it is a beauty product. Any applicable exception must be confirmed and explained before purchase; faulty-goods rights are not removed.
A verified returns contact and instructions will be provided before launch. See contact information.