Our Policy

SHIPPING POLICY:

WITHIN CANADA: All items are shipped in a thin envelope to ensure affordable shipping costs and an estimated delivery time of 4-7 business days.  Express shipping (2 – 4 days) is available at an additional cost of $10.00. Please notify us prior to purchasing your item(s) to allow us to adjust the listing in consideration of the additional shipping costs.

INTERNATIONAL: Items are shipped in a thin envelope to ensure affordable shipping costs. Shipping time is typically 7-10 business days, but there can be delays due to customs clearance that are out of our hands. International buyers are responsible for customs fees/taxes.

If an order is returned because the customs tax/fee is not paid, there will be a $10 restocking fee and the shipping charge will not be refunded. We do not enter a smaller value on the custom form or mark it as a gift.

LOSS/DAMAGE: Nooks Design is not responsible for any items lost or damaged in shipment; however, if there is an issue, please contact us immediately and we will work with you to find a solution.

EXCHANGES:  If you need to exchange your item for a different size or colour, please contact us directly.  The buyer is responsible for all shipping fees and any price difference between the returned item and new purchase.  If the exchange is needed as a result of a mistake we made, we will cover all costs.

WHEN:  Orders get shipped out within 2 business days.  Please keep in mind that international orders may be delayed due to customs or the transition from Canada Post to an international postal service.

ADDRESS: Please verify that you have sent me the right shipping address on your order.  Any items shipped to the incorrect address due to customer’s error will be responsible for reshipping as well as a $10 administrative fee.

PACKAGING: Items are packed in 100% recycled envelopes, tags are also made from recycled paper.

** We do everything we can to get orders packed and shipped out quickly, but there will naturally be delays involved with shipping of 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!
REFUND POLICY:
 
We welcome your feedback and are serious about using it to improve our products.  If we have made a mistake, we will replace your product and pay shipping costs; please contact us to receive the return address if you have disposed of the original envelope.

If you ordered the wrong size or you are not satisfied for whatever reason, you may return it within 30 days for a full credit (no returns will be accepted beyond this window of time).  The product must not be visibly worn to receive a credit and will be subject to a 10% restocking fee.  The item must be returned using a trackable mailing service and have proper insurance coverage.  We offer exchanges for any ready-to-ship item in our Etsy shop; sorry, no refunds.

Please reuse the shipping envelope used to send back product; simply tape over the address with the return address to have it sent back.

Custom orders are not eligible for returns, credits or refunds.
EXCHANGE POLICY:

To ensure that your little one’s booties fit well, measure their foot while they stand on a flat surface and add ½” to allow sufficient room to grow.

Exchanges are accepted for unworn footwear with tags attached within 45 days from the time you receive your purchase. 

A $5 restocking fee applies per exchanged pair.

 

To initiate an exchange, send an email to [email protected] with the following details:

 

  • Full name of the buyer
  • Order number
  • Details of the size and colour you wish to get in exchange

 

Shipping charges for exchanges:

 

  • Shipping on the original purchase will not be refunded
  • Customer will be responsible for shipping fees on exchanged footwear


In case the requested colour and size is not in stock, we will get in touch by email to provide alternatives of equal value.

 

Returned product must be sent to:

 

Nooks Design
1441 Flemish Street
Kelowna, BC
V1Y 3R9
CANADA

 

Please note that we are not responsible for returned product that does not get delivered to our studio; we recommend that you use a tracked shipping service.  Thank you!