Our Policy

SHIPPING POLICY:

WITHIN CANADA: All clothing items are shipped in a thin envelope to ensure affordable shipping and an estimated average delivery time of 4-7 business days.  XpressPost shipping (2 – 4 days) is available at a premium.  If you do not find the appropriate option at checkout, please contact us directly.
Our footwear is shipped in a small box and the shipping rates are automatically calculated by our system based on the destination postal code.

INTERNATIONAL: Clothing items are shipped in a thin envelope to ensure affordable shipping fees.  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 the customer’s error will be responsible for reshipping as well as a $10 administrative fee.

PACKAGING: We do our best to use envelopes, tags, and boxes that are made from recycled materials.

** 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.
EXCHANGE POLICY:
Exchanges are only accepted for unworn footwear and clothing with tags attached within 30 days from the time you receive your purchase. 
To initiate an exchange, send your product back to:
Nooks Design
1441 Flemish Street
Kelowna, BC
V1Y 3R9
Canada
Please include in your package the following details:
  • Full shipping details (full name, address, phone number as well as email address)
  • Order number
  • Reason for exchange

Once we receive the item(s), we will communicate with you by email to acknowledge receipt.  In the meantime, purchase the product that you would like directly from our website and we will apply a credit for the value of the returned product once it’s received.

Please note that we are not responsible for returned product that does not reach us; we strongly recommend that you use a tracked shipping service.  

** Only product that was originally purchased from us can be returned or exchanged.  If you have picked up your Nooks Design goods from a retail store, please contact them directly for assistance.**

The customer is responsible for all shipping fees.

Thank you!

RETURN 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; any product sent back and not received is not the responsibility of Nooks Design.
Damage through accident, misuse, or wear over a product’s practical lifespan is not covered, but if we can, we’ll fix it for a reasonable fee. We are committed to providing goods that stay in your little one’s wardrobe and out of the landfill.