Store policies
Exchange Policy
Exchanges are only accepted for unworn footwear and clothing with tags attached within 30 days from the time you receive your purchase. Please note the customer is responsible for return shipping fees.
If you would like to initiate an exchange, please purchase the desired item from our website, and send back the original item following the steps outlined below.
To initiate an exchange, send your product back to:
Nooks Design
570 Radant Road
Kelowna, BC
V1W 1A2
Canada
The returned product must be accompanied by a Return Form to help us process the exchange.
Once the returned goods are received at our studio, a credit for the value of the returned product, less restocking and shipping fees, will be applied to the original payment method.
Please note that we are not responsible for returned product that does not reach us, so we strongly recommend that you use a tracked shipping service.
Purchased Your Goods From a Retail Store?
Only products that were originally purchased directly from Nooks Design can be returned or exchanged through us. If you have picked up your Nooks Design goods from a retail store, please contact them directly for assistance.
Return Policy
If the incorrect product was shipped to you, or a product fails due to a manufacturing error, we will replace your product and pay shipping costs. Please contact us any time and we’ll be happy to help you out.
Warranty
Nooks Design warrants all of its products to be free of defects in material or workmanship for a period of one (1) year from the original date of purchase. If a product is found to be defective, at its sole discretion Nooks Design will repair, replace, or refund the defective product at no cost to the customer. If the product was purchased at a retail shop, the customer is encouraged to bring the product back to the shop and Nooks Design will work collaboratively with the retailer to ensure a positive customer service experience.
Damage through accident, misuse, improper washing or attributable to wear and tear over a product’s practical lifespan is not covered. If we can, we’ll fix it for a reasonable fee (the customer is responsible for any shipping fees associated with the repair). We are committed to providing goods that stay in your little one’s wardrobe and out of the landfill.
Within Canada
All orders are carefully hand packed and shipped. By default, we send our parcels via Expedited shipping through Canada Post (3-5 business days to most parts of Canada). If you wish to upgrade to XpressPost shipping (2-3 business days guaranteed), you can upgrade at checkout.
If you would like to save on shipping and pick up your order in Kelowna, select “local pickup” at checkout and shipping fees will be waived. An email will be sent once your order is ready for pick up which confirms the address of the pick up location.
International Shipments
In an effort to keep shipping fees as low as possible, the default shipping option to international addresses is untracked and uninsured; however, if you want extra coverage, simply choose the service you prefer at checkout. Please be mindful of the fact that there can be delays due to customs clearance that are out of our hands and the customer is responsible for customs fees/taxes.
If an order is returned because the customs tax/fee was not paid, we will issue a reimbursement for the value of the product, less shipping fees; a $10 restocking fee will also be applied. We do not enter a lesser value on the customs form or mark as a gift.
Lost or Damaged Parcels
Once a parcel is shipped out, we are not responsible for any loss or damage that may occur during shipment. In the unfortunate event that this happens, please contact us immediately and we will work with you and the selected shipping company to find a solution.
Your Shipping Address
The shipping address provided at checkout is the address where the purchased goods will be sent. We will not modify shipping information after-the-fact so please verify that you have confirmed the correct shipping details before confirming your order.
Any items shipped to the incorrect address due to the customer’s error will be responsible for reshipping fees as well as a $10 administrative fee.
Please Note
* We do everything we can to get orders packed and shipped out quickly, but there will naturally be delays involved with shipping items due to postal service delays, customs clearing (international orders only), stat holidays, etc. We are not able to guarantee delivery on a specific date unless you have upgraded to XpressPost service, and we will not provide consideration for a refund/credit if an item has a delayed delivery. Please contact us if you have any special shipping requests.