Return & Refund Policy

Last updated: September 6, 2026

At North & Nook, many of our products are made to order specifically for each customer. Because these products are produced after an order is placed, our return and exchange policy differs from that of a traditional retail store.

Please review the following policy before placing your order.

Damaged, Defective, Misprinted, or Incorrect Items

If your order arrives damaged, defective, misprinted, or you receive an incorrect item, please contact us within 30 days of receiving your order.

Email us at support@northandnook.ibigsmart.com and include:

Your order number
A description of the problem
Clear photographs showing the item and the issue
A photograph of the packaging or packing slip when relevant

We will review the issue and, if the claim is approved, arrange an appropriate replacement or refund at no additional cost to you.

In many cases, you will not need to return a damaged, defective, misprinted, or incorrect product. Please contact us before sending anything back.

Items Lost in Transit

If your package appears to have been lost in transit, please contact us within 30 days after the estimated delivery date.

We may ask you to confirm your shipping address, review the tracking information, or contact the local carrier before we process the claim.

If the shipment is confirmed as lost and the claim is eligible, we will arrange an appropriate replacement or refund.

Returns for Change of Mind

Because many North & Nook products are made specifically after an order is placed, we generally do not accept returns or provide refunds simply because you changed your mind after purchasing or receiving the product.

Please review product descriptions, photographs, dimensions, colors, and other product information carefully before placing your order.

This policy does not affect any rights you may have under applicable consumer protection laws.

Size and Color Exchanges

We generally do not offer exchanges or refunds when the customer selects the wrong size or color.

Please review the product’s size guide and available options carefully before completing your purchase.

If the product you receive is a different size, color, or item from what you ordered due to a fulfillment error, please contact us. That situation will be handled as an incorrect-item claim rather than a customer sizing or selection error.

Order Changes and Cancellations

Orders may enter production shortly after they are submitted.

If you need to change or cancel an order, contact us as soon as possible.

We will make reasonable efforts to accommodate your request, but we cannot guarantee changes or cancellations once fulfillment has begun.

Once an order has shipped, it cannot be canceled.

Incorrect or Incomplete Shipping Address

Customers are responsible for providing a complete and accurate shipping address at checkout.

If you notice an address error after placing your order, contact us as soon as possible. We may be able to update the address if the order has not yet shipped, but changes cannot be guaranteed.

If a package is returned because an incorrect or incomplete address was provided, additional shipping charges may apply to resend the order.

Refunds or free replacements are generally not provided for orders that cannot be delivered because the customer supplied an incorrect or incomplete shipping address, except where required by applicable law.

Unclaimed or Refused Packages

Packages that are not claimed, are refused, or cannot be delivered may be returned to the fulfillment facility.

If you would like an eligible returned package to be shipped again, additional shipping charges may apply.

Please contact us promptly if tracking indicates that your package is being returned to sender.

Packages Marked as Delivered

If tracking shows that your package has been delivered but you cannot locate it, please first:

Check the delivery address on your order.
Look around the delivery location.
Check with household members, neighbors, building management, or reception where appropriate.
Contact the shipping carrier for additional delivery information.

Then contact us if you still cannot locate the package.

We will review the available tracking and order information and help determine what options may be available.

A package marked as delivered by the carrier is not automatically considered a lost-in-transit shipment.

How Refunds Are Issued

When a refund is approved by North & Nook, it will generally be issued to the original payment method used for the purchase.

The time required for the refund to appear in your account may vary depending on your bank, card issuer, or payment provider.

Original shipping charges may not be refundable unless the refund results from an eligible fulfillment or shipping problem or applicable law requires otherwise.

Do Not Send Returns Without Contacting Us

Please do not send a product back to the address shown on the shipping package without contacting us first.

Return handling varies depending on the product and fulfillment location. An unauthorized return may be sent to a production or fulfillment facility and may not be eligible for a refund.

Consumer Rights

Nothing in this Return & Refund Policy is intended to exclude, restrict, or modify any consumer rights that cannot legally be excluded or restricted.

If the laws applicable to your purchase provide additional cancellation, return, refund, replacement, or warranty rights, those rights will continue to apply.

Contact Us

For questions about a return, refund, replacement, or order problem, please contact:

North & Nook
Email: support@northandnook.ibigsmart.com

When contacting us about an order, please include your order number and enough information for us to identify and review the issue.