Refund policy

Returns & Refunds

We hope you love your NOOK order. Every piece is handmade using natural materials, so variations in grain, colour, knots, markings and finish are part of what makes each piece unique.

Change of Mind Returns

If you change your mind, you can request a return within 14 days of receiving your order.

Please contact us before returning your order. Once you have notified us that you wish to return an item, it must be sent back within 14 days.

Items should be returned unused and in their original condition and packaging where reasonably possible.

For change of mind returns, you are responsible for the cost of returning the item to us. We recommend using a tracked delivery service, as the item remains your responsibility until it reaches us.

Personalised & Custom Orders

Products that have been personalised, engraved or made to your individual specifications cannot be returned or exchanged if you change your mind.

This does not affect your statutory rights if an item is faulty, damaged or not as described.

Damaged, Faulty or Incorrect Orders

If your order arrives damaged, faulty or incorrect, please contact us as soon as possible with your order details and photographs of the item and packaging.

We will work with you to put things right, which may include a repair, replacement or refund as appropriate.

Where an item is faulty, damaged or incorrect, we will cover reasonable return postage costs where a return is required.

Refunds

Once your return has been received and checked, any refund due will be issued to your original payment method.

For eligible change of mind returns, your refund will include the price paid for the item and the cost of our standard delivery service.

If you selected a more expensive or express delivery option, we are not required to refund the additional delivery cost above our standard delivery charge.

The cost of returning a change of mind return to NOOK is your responsibility.

Refunds will be processed within 14 days of receiving the returned item or receiving evidence that it has been sent back, where applicable.

Handmade & Natural Materials

Every NOOK piece is individually handmade from natural materials.

Small variations in dimensions, shape, grain, colour, knots, texture and finish are to be expected. These characteristics are part of the handmade nature of our products and are not considered faults unless they affect the reasonable quality or use of the item.

Product photography is representative, and the grain and natural characteristics of the piece you receive will vary.