terms of service

last updated: 22 June 2026

1. about these terms

these terms of service apply when you use gentlenod.com, create an account, or purchase a product from gentle nod.

gentle nod is a trading name operated by a sole trader established in England. our legal identity and business details are available in our legal notice.

you can contact us at:

support@gentlenod.com

gentle nod
82A James Carter Road
Mildenhall
IP28 7DE
England

these terms should be read together with our refund policy, shipping policy, privacy policy, cookie policy and legal notice. those policies form part of these terms where relevant.

if a specific policy conflicts with these general terms, the specific policy will apply to that subject, except where doing so would restrict a right that cannot legally be restricted.

our website is hosted by Shopify. products purchased through the website are sold by gentle nod, not Shopify.

2. using the website

you may use the website only for lawful purposes.

you must not:

interfere with the operation or security of the website
attempt to gain unauthorised access to the website, customer accounts or connected systems
introduce malicious code, automated attacks or harmful material
use the website or its content for fraudulent or unlawful purposes
reproduce or commercially exploit our content without permission

you are responsible for ensuring that information supplied through the website is accurate and complete.

where you create an account, you are responsible for keeping your login details secure and for activity carried out through that account. contact us promptly if you believe your account has been accessed without permission.

3. our products

gentle nod products are made to order. nothing is held as finished stock.

we make reasonable efforts to display product descriptions, measurements, colours and images accurately. colours and appearance may vary slightly depending on your screen, device settings, fabric and production process.

minor variations in print placement, scale or colour can occur between individually produced garments. these variations do not affect your rights where a product is faulty, materially different from its description or otherwise fails to meet the standards required by law.

materials, measurements, fit notes, available colours and construction details are stated on the relevant product page. check these details and the size guide before ordering.

we may alter or discontinue products for future orders. changes will not affect an order that we have already accepted unless we contact you and obtain your agreement.

4. prices, currencies and payment

product prices are shown in the currency selected for your location or chosen through the website’s currency selector.

the total amount payable, including applicable taxes and delivery charges, will be shown before you place your order.

shipping charges vary by destination. current charges and free-shipping regions are explained in our shipping policy and displayed at checkout.

orders sent internationally may be subject to customs charges, import duties or local taxes where stated in our shipping policy or required by the destination country. unless we state that these charges are included, the recipient is responsible for paying them.

payment must be authorised when the order is placed. payments are processed through Shopify Payments or another payment provider displayed at checkout. we do not directly store complete payment-card details.

5. placing an order

when you submit an order, you are offering to purchase the products in your basket under these terms.

a contract is formed when we send you an order-confirmation email.

please check your name, delivery address, product, colour, size and quantity before placing the order.

we may refuse or cancel an order where:

payment has not been authorised
required information is missing or appears incorrect
the product cannot be supplied
the displayed price contains an obvious error
we reasonably suspect fraud, misuse or unlawful activity
delivery to the supplied address is unavailable

if we cancel an order after payment has been taken, we will refund the amount paid for the cancelled products and any associated delivery charge.

6. changing or cancelling an order before dispatch

production may begin shortly after an order is confirmed.

contact support@gentlenod.com immediately if you need to change or cancel an order. we will try to help, but we cannot guarantee that an order can be changed or stopped once production has begun.

where production or dispatch cannot be stopped, the item may still be delivered. this does not remove any statutory cancellation or return rights available to you.

7. delivery

production and delivery are separate stages. estimated production and delivery periods are stated in our shipping policy.

delivery dates are estimates unless we have expressly agreed a fixed date with you.

we will deliver within the period agreed with you. where no delivery period has been agreed, we will deliver without undue delay and ordinarily within 30 days of the contract being formed, as required by applicable law.

delays can occasionally occur because of customs, carriers, severe weather, disruption to transport networks or other circumstances outside our reasonable control. we will take reasonable steps to keep you informed where we become aware of a substantial delay.

if an order is not delivered within an agreed essential deadline, or within an additional reasonable period where the law requires one to be given, you may have the right to cancel and receive a refund.

you are responsible for supplying a complete and accurate delivery address.

if an order is returned because the address supplied was incorrect, incomplete or inaccessible, we may require payment of the reasonable cost of sending it again. this does not apply where the failure was caused by us or the carrier.

risk of loss or damage remains with gentle nod until the order comes into the physical possession of you or a person identified by you to receive it.

8. tracking and missing orders

where tracking is available, a tracking link will be sent by email after the order is dispatched.

tracking updates are supplied by the relevant carrier and may not always appear immediately.

tracking has not updated for several working days
an order is substantially overdue
tracking says delivered but the parcel has not been received
the parcel appears to have been lost or returned

we remain responsible for the order until it has been delivered to you or your nominated recipient, subject to applicable law.

9. change-of-mind cancellation and returns

customers in the UK, EU and Norway may cancel an online purchase without giving a reason within 14 days after receiving the goods.

to exercise this right, contact support@gentlenod.com within the cancellation period and clearly state that you wish to cancel and return the order.

after notifying us, return the products within a further 14 days to the return address we provide.

unless the product is faulty, damaged, misprinted or incorrectly supplied:

you are responsible for return postage
products must not be washed, damaged or worn beyond what is reasonably necessary to inspect their nature, characteristics and fit
you may handle the product only as much as reasonably necessary to inspect its nature, characteristics and fit
we may make a reasonable deduction where handling beyond that level has reduced the product’s value

where required by law, we will refund:

the price paid for the returned products
the cost of our least expensive standard delivery option, where you paid an outbound delivery charge

additional amounts paid for premium or expedited delivery are not refundable beyond the cost of standard delivery unless required by law.

we may wait until we receive the returned goods, or evidence that they have been sent back, before issuing the refund.

for destinations outside the UK, EU and Norway, we do not voluntarily accept change-of-mind or sizing returns unless our refund policy expressly states otherwise. this does not restrict any mandatory consumer rights that apply in the customer’s country.

we do not offer direct exchanges. where a return is accepted, place a separate order for the replacement size, colour or product.

10. faulty, damaged, misprinted or incorrect products

products must be of satisfactory quality, fit for their normal purpose and match their description.

contact support@gentlenod.com as soon as reasonably possible if an order arrives:

damaged
faulty
misprinted
materially different from its description
in the wrong size, colour or product because of a fulfilment error

include your order number, a description of the problem and clear photographs where possible.

we may offer a replacement, repair, price reduction or refund, depending on the problem and the rights available under applicable law.

we normally ask customers to report production problems within 30 days so that they can be resolved quickly. this request does not reduce or replace statutory rights that continue beyond that period.

where a return is required because the product is faulty, damaged, misprinted or incorrectly supplied, we will cover reasonable return costs.

nothing in these terms or our refund policy excludes or limits rights relating to faulty or misdescribed goods.

11. refunds

approved refunds will be made to the original payment method.

we will process refunds without undue delay and within the period required by applicable law. for cancellation returns, this will normally be within 14 days after receiving the returned goods or acceptable evidence that they have been sent.

your bank or payment provider may take additional time to display the refund after it has been issued.

we do not charge a refund administration fee.

12. intellectual property

the website and its contents, including the gentle nod name, logos, phrases, product designs, photographs, written copy, layout and graphics, are owned by or licensed to gentle nod and are protected by applicable intellectual-property laws.

you may view and use the website for personal, non-commercial shopping purposes.

you must not, without prior written permission:

copy or reproduce our product phrases or designs
manufacture or sell products using our content
republish substantial parts of the website
alter our content and present it as your own
use our branding in a way that suggests endorsement, affiliation or authorisation

nothing in these terms transfers ownership of any intellectual property to you.

13. third-party services and links

we use third parties including Shopify, payment processors, fulfilment providers and delivery companies to operate the store and complete orders.

your purchase contract remains with gentle nod.

the website may contain links to independently operated websites. we are not responsible for their content, availability or privacy practices. review the relevant third party’s terms before using its services.

nothing in this section excludes responsibility that legally remains with gentle nod for payment processing, fulfilment or delivery carried out on our behalf.

14. privacy

personal information is handled in accordance with our privacy policy and cookie policy.

information required to process an order may be shared with Shopify, payment providers, fulfilment partners, delivery companies and other service providers involved in completing the transaction.

15. our responsibility to you

we are responsible for losses that are a foreseeable result of our breach of these terms or our failure to use reasonable care and skill.

we are not responsible for losses that were not reasonably foreseeable when the contract was formed.

products sold through the website are intended for personal and domestic use. we are not responsible for business losses, loss of profit, loss of revenue or loss of commercial opportunity arising from use of a product for business purposes.

nothing in these terms excludes or limits liability for:

death or personal injury caused by negligence
fraud or fraudulent misrepresentation
breach of rights that cannot legally be excluded
any other liability that the law does not permit us to exclude

16. circumstances outside our control

we are not responsible for a delay caused by circumstances outside our reasonable control where we have taken reasonable steps to prevent or reduce its effect.

where such circumstances cause a substantial delay, we will contact you where reasonably possible.

this section does not remove any right to cancel because of late or failed delivery where that right applies by law.

17. changes to these terms

we may update these terms to reflect changes to the website, our business practices or the law.

the terms applying to a purchase are those in force when the order is placed.

changes made after an order is accepted will not retrospectively alter that contract unless required by law or agreed with you.

18. severability and waiver

if any part of these terms is found to be unlawful or unenforceable, the remaining sections will continue to apply.

a delay or failure by us to enforce a right does not mean that the right has been waived.

19. governing law and disputes

these terms and contracts made through the website are governed by the law of England and Wales.

if you are a consumer living outside England and Wales, you retain any mandatory consumer protections provided by the law of your country.

consumers living in England or Wales may bring proceedings in the courts of England and Wales.

consumers living in Scotland or Northern Ireland may bring proceedings in their local courts.

customers in other countries may bring proceedings in any court available to them under mandatory applicable consumer law.

before beginning formal proceedings, contact support@gentlenod.com so that we have an opportunity to investigate and resolve the problem.

20. contact

questions, complaints or notices concerning these terms or an order should be sent to: