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FAQs

General Enquiries

What Happens If I Forget To Use A Discount Code?
Once your order has been placed we will not make changes to your total as we are unable to manually add the discount. Please note that this discount may be used on your next order if the code is still valid.
Why Won't My Discount Code Work?
Please check that you have entered the code correctly? Our codes are case sensitive, try copying and pasting the code into the Promo Code box just before checkout. Expiry Date: Please look at the terms and conditions of the discount code to make sure this offer is still valid. Eligible Items: From time to time we offer discount codes for selected items only and this will be stated in the terms and conditions of the discount code.

Shipping

Digital Products / E-books Processing
Digital products such as digital planners, journals, and eBooks are delivered virtually and immediately straight to inbox after purchase. Due to this and the nature of such products. The sales of all digital products are final and cannot be refunded nor exchanged.
Shipped Product Order Processing
All orders take approximately 1-4 days processing time before they are shipped. Most items on our website are made-to-order, just for you! So your order will be processed, printed, and dispatched from our facility during this time. Estimated delivery times provided at checkout are calculated from time of dispatch, not from time of order placement. We strive to dispatch orders within 48 hours, but please allow extra time for your order to be processed during busy periods like Christmas and holidays etc.
Methods Of Delivery
All UK & International orders are sent via Royal Mail. Courier/Express orders are sent via Evri, or USPS depending on the country & item.
Delivery Times Once Dispatched
UK & Europe: Standard: 3-6 working days // UK Express: 1-2 days from dispatch

USA & Canada: 5-11 working days

Rest of the World: 7-18 working days
National/Bank Holidays
If an order is placed on a National or Bank Holiday, it will be processed the following business day.
How Will I Know When My Order Is Ready?
For every order, we will send two e-mails. One e-mail will show the order details and confirm that the order was placed, and the second e-mail will tell you your order is shipped and contain a tracking link. If you haven't received any emails please ensure you check you junk mail.
What Happens If I Am Not Home When They Deliver?
You should receive a card through your door if no-one is at home to collect your parcel. It will then be sent to your local Post Office.
Do You Ship Internationally?
Yes we ship worldwide. All International packages may require additional delivery time. TheNuachNook is not responsible if there are any additional fees or taxes incurred by the customer's local government/customs when importing.
Will I Have To Pay Any Taxes/Duties With My Order?
You will be liable for any import duties, customs and taxes. These vary per country but are usually very rare with our orders. All custom fees are the responsibility of the customer. Please be aware that TheNuachNook does not have any control over any duties, taxes or customs levied by the country your order is being shipped to. These are randomly selected and we cannot predict these nor can we predict the cost.

Please note: If any purchases made at TheNuachNook.com are returned due to unpaid charges. We will not issue a refund due to the item being fulfilled and reshipment charges will apply.

Brexit Update: if you are based in the UK HRMC import tax is due on all orders over £135.
BFPO/POBOX Addresses
At this time TheNuachNook does not ship to a PO Box addresses.
Do You Deliver To APO/ BFPO Addresses?
The shipping providers that we use currently do not support orders bound for military installations (British): BFPO (British Forces Post Office). Delivery to APO (Army Post Office) in the US is now supported. However we encourage you to place orders to your home or business addresses.

Returns

Can I Exchange An Item?
No. Unfortunately, due to the nature of the items, we do not offer exchanges. If you wish to return an item we will issue you store credit that can be used towards the website at any time. Shipping fees are non refundable.
I No Longer Want The Item, Can I Have A Refund?
No, again unfortunately due to the nature of the items we do not offer refunds, all sales are final.
Do You Provide Return Labels?
No, we are unable to provide return labels, any returns made will be at the customer's own cost. We suggest using RoyalMail as it is the most cost efficient shipping method.
What Should I Do If I Receive An Incorrect Or Faulty Item?
We're so sorry to hear that you've received an incorrect or faulty item. Please send us an email via our contact page within 24 hours of receiving your package with your order number and picture proof of both the incorrect/faulty item as well as the packing slip and we will be happy to correct this for you. Failure to report a faulty item within 24 hours of receiving your package will result in our inability to replace the item.
Can I return personalised items?
Personalised items are non-returnable, due to the bespoke nature of the item even if you make a mistake, so please double triple check everything is perfect before placing an order! X
Lost Items
TheNuachNook is not responsible for any lost items. If your tracking information states that your package was delivered and you have not received it, you must take this up with the Postal Service Provider. (Royal Mail, Evri, or USPS). TheNuachNook is not responsible for packages that state they have been delivered. Please make sure your address is correct and updated.

For International customers for example; If you live in an apt complex you MUST include your apt number to make sure you receive your order. We are NOT responsible for mistakes on addresses.

If items have not been received, they can be located by using the tracking number or contacting Royal Mail, or postal service provided. (TheNuachNook uses Royal Mail Post for all UK & International orders, and Evri, and USPS for courier/express orders.)

Wholesale

Do You Do Wholesale?
Yes wholesale is available. We're always super excited to hear from new retailers who are interested in stocking our products. Wholesale starts on orders of 25+ quantity. If you would like to stock The Nuach Nook, please get in touch via our contact page with a list of the items/quantities you are looking to order and we'll get back to you if we think you'd be a good fit with our brand.

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