Policies
Refund Policy
Items bought in person in the shop
Items bought in person at our shop may be returned within 30 days if they are faulty or damaged. Otherwise no refunds are permitted. Customers should check items bought in person at the shop to satisfy themselves that any item they wish to purchase is not damaged and is in good condition. Items cannot be returned if the customer merely changes their mind about their purchase.
Items bought online through our website
Items bought online through our website may be returned within 14-days, which means you have 14 days after receiving your item to request a return.
Made to order items
Made to order and personalised items are not refundable due to the unique, custom nature of the items. If a custom or made-to-order product is faulty, it may be returned to be fixed by us. Returns are not allowed if the customer changes their mind, or if a custom made fashion item does not fit.
General
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. To start a return, you can contact us at hello@estambulgroup.com. Please note that returns will need to be sent to our shop address. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. You can always contact us for any return questions at hello@estambulgroup.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, please contact us so that we can evaluate the issue and make it right for you.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products) unless they are damaged or faulty at the time of supply. Due to the unique nature and nuance of our antique/ preloved/ vintage goods, we cannot accept returns in regard to these items. These items are ‘sold as seen’ and should be inspected by the customer prior to purchase. Therefore, we ask that you inspect product images if looking online, on in person at our shop carefully before purchasing and if you wish, contact the store by email at hello@estambulgroup.com prior to making the purchase. Please get in touch if you have questions or concerns about your specific item. Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
Exchanges are possible, with the exception of made-to-order items as well as candles and hygiene products including soaps. The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. Either come and visit us in-shop or email us at hello@estambulgroup.com.
Refunds
We will notify you once we’ve received and inspected your return and let you know if the refund was approved or not. If approved, you’ll be automatically refunded to your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at hello@estambulgroup.com.
This policy is dated 1st October 2025. Any updates to this policy will be posted online and in our shop.
** The information shown on this page may be updated from time to time. Updates will be clearly shown on this page. **
Website Terms and Conditions
- By using the website, you acknowledge and agree that all copyright, trademarks and all other intellectual property rights in all materials and/or content made available as part of your use of this website shall remain with Estambul Group Ltd which includes the trading styles ‘NaN’s’ and ‘NaN’s Creative Lifestyle Café’.
- You acknowledge and agree that the material and content contained within this website is made available for your personal non-commercial use only and that you may only download content (via page cache) for the purpose of using this website.
- Use of the site is subject to English Law.
- Liability for any claim for loss or damage shall be limited to the sum paid by you for the services provided.
- Estambul Group Ltd including NaN’s and NaN’s Creative Lifestyle Café without notice reserves the right to amend our prices from time to time.
- We will maintain the highest possible standard of quality and service consistent with the price charged.
- Your order will automatically be sent to address specified in your order.
- Prior to working on your items, we will inspect against your order form. If clarification is required, we will contact you.
- Service times can vary depending on the complexity of any given item. We will endeavour to confirm delivery time upon receipt of your order.
- These Terms & Conditions do not affect your statutory rights.
- VAT is not currently chargeable for our services. If this changes, notice will be clearly displayed online.
** The information shown on this page may be updated from time to time. Updates will be clearly shown on this page. **
