Refund policy
At Nook & Tick, we want our customers to have clear information before and after placing an order. This policy explains the conditions that apply to returns, refunds and exchanges.
1. Return Window
We offer the possibility to return items within 30 days of receiving your order.
After the applicable return period has passed, we may not be able to accept a return, refund or exchange request.
2. Return Eligibility
To be eligible for a return, items must be:
- unused
- complete
- in their original condition
- returned with the original packaging where possible
- not damaged after delivery
Items that are returned incomplete, damaged, used beyond normal inspection, or not in a resaleable condition may be refused or may be subject to a reduction in the refund amount.
3. How to Start a Return
1. Contact our customer support
Email us at contact@nookandtick.com to start your return request. Please include your order number, the email address used for the order and the reason for your return.
2. Wait for return instructions
Once your request has been reviewed and approved, we will send you the return instructions and return address by email.
3. Send your return
Carefully package the item and send it to the return address provided. The return shipment remains your responsibility until it is received at our return facility.
Please do not send your order back before receiving return instructions from us.
4. Return Shipping Costs
Return shipping costs are the responsibility of the customer, unless the item received is faulty, damaged or incorrect.
If the product is faulty, damaged or incorrect, a prepaid return label may be provided after our support team has reviewed the issue.
The return shipment remains the customer’s responsibility until it is received at the return address provided by our support team.
If the value of the returned product is over £100, we recommend using a tracked shipping service and/or purchasing shipping insurance.
5. No Restocking Fees
We do not charge restocking fees.
6. Items Not Eligible for Return
The following items cannot be returned, unless they are faulty or incorrect:
- gift cards
- personalised or custom-made products
- products damaged after delivery
- products showing excessive use beyond normal inspection
- items that cannot be returned for hygiene or safety reasons once opened, where applicable
7. Damaged, Faulty or Incorrect Products
If your order arrives damaged, faulty or incorrect, please contact us as soon as possible at:
Please include your order number and clear photos or videos of the issue.
To help us review damage that may have occurred during transport, we may ask for photos of:
- the product
- the packaging
- the shipping label
- the product as received when opened
If the issue is confirmed, we will provide the appropriate next steps, which may include a replacement, exchange or refund.
8. Refunds
Once your returned item has been received and inspected, we will send you an email to confirm whether your refund has been approved or refused.
If approved, the refund will be processed to your original payment method.
Refunds are usually processed on our side within 5 to 7 business days after approval. Depending on your bank or payment provider, it may take additional time for the refund to appear on your statement.
Where required by law, refunds will be issued within the applicable legal timeframe.
9. Late or Missing Refunds
If your refund has been approved but you have not received it yet:
- Check your bank account again.
- Contact your card issuer or payment provider.
- Contact your bank, as processing times may vary.
- If you have completed these steps and still have not received your refund, contact us at contact@nookandtick.com.
10. Exchanges
Exchanges are accepted within the return window, subject to product availability.
To request an exchange, please contact us at:
The item must meet the return eligibility conditions listed above.
Return shipping costs for exchanges are the responsibility of the customer, unless the product received is faulty, damaged or incorrect.
11. Order Cancellations
You may request to cancel your order before it has been dispatched.
Once the order has been dispatched, it can no longer be cancelled. You may still request a return after receiving your order, according to the conditions of this policy.
To request a cancellation, contact us as soon as possible at:
12. Delivery Issues
If you have not received your order or if there is an issue with the delivery, please contact our customer support team so we can review the situation and help with the next steps.
13. Contact & Support
For any questions about returns, refunds or exchanges, you can contact us at:
Email: contact@nookandtick.com
Phone: +44 20 3769 1835 (non-premium rate number)
Support Hours: Monday to Sunday, 10:00 AM – 6:00 PM (UK time)
Response Time: Within 24 hours
Contact Address:
Nook & Tick – 1209 Mountain Road Place Northeast, STE N, Albuquerque, NM 87110, USA
14. Company Information
Nook & Tick is operated by ShinyRise LLC, a Limited Liability Company registered in the State of New Mexico, USA.
Registration Number: 0008055316
Business Address: 1209 Mountain Road Place Northeast, STE N, Albuquerque, NM 87110, USA
Email: contact@nookandtick.com
Phone: +44 20 3769 1835 (non-premium rate number)
Last page update: 10 May 2026
