At NOOKDECOR, every rug is a made-to-order piece, thoughtfully crafted with care, just for you. That’s why we ask you to think carefully before finalizing your purchase. Unfortunately, we cannot accept returns or exchanges for the following reasons:

We strive to make every product perfect, but here’s what you need to know about returns and exchanges:

Unfortunately, we cannot accept returns or exchanges for the following reasons:

• Changes of mind regarding product styles, colors, types, or sizes.
• Wrong purchase decisions (e.g., preferring a different product or size).
• Incorrect shipping address provided by the customer.

Important:
If a delivery fails due to an incorrect address, the replacement cost and shipping fees will be the customer’s responsibility.

However, if your item arrives damaged, defective, or if you receive the wrong product, don’t worry! Contact us within 14 days of delivery using this form. Please include clear photos that meet our requirements:

1. Close-up photo of the shipping label.
2. Photo of the product packaging.
3. Detailed photo of the damaged part of the product.
4. Full product image (for size, product, or quality concerns).

For damaged or incorrect items, we’ll handle the re-shipping costs—no worries on your part!

Exchanges:

• You have 14 days from the shipping date to submit an exchange request via this form.
• Make sure you have your order number and email ready.

Here’s what happens next:

1. Once we receive your request, our team will inspect the attached photos or videos.
2. If your request is approved, we’ll guide you through the next steps for a replacement or refund to your original payment method.
3. The review process typically takes a few business days.

Important Notes for Exchanges:

• Exchanges for wrong buying decisions, such as size, color, or product preference, are not eligible.
• Shipping fees for exchanges unrelated to damage or defects are not covered by Nook Decor.
• Returns are not accepted if an exchange has already been processed.

Again, every product made to order which is thoughtfully crafted with care, just for you. That’s why we ask you to think carefully before making your purchase.

Returns must be registered within 14 days of shipping using the same process outlined above.

For damaged or incorrect items, we’ll cover return shipping and replacement costs.

FREE RETURNS (With a Few Caveats)

We believe in good vibes, not gotchas. For standard orders within Hong Kong, we'll cover the return postage for eligible issues. No stress.

Just know the fine print: this policy does not apply to sale items or international orders. For international returns, you'll be responsible for the shipping back to our Hong Kong hub. Once we receive the returned item in good condition, we will process a refund for your original order.

I'm in the EU. Do I have a 14-day right of withdrawal for my rug?

Due to their personalized nature, our rugs are made-to-order specifically for each customer. Under EU Directive 2011/83/EU (specifically Article 16(c)), the statutory right of withdrawal does not apply to goods that are clearly personalized or made-to-order. Therefore, your right of withdrawal is excluded once you place your order for a Nook Decor rug.

We encourage you to review all product details and images carefully before purchasing to ensure it's the perfect piece for your space.

We totally understand how frustrating it can be to receive a damaged or defective item. Don’t worry—we’ve got you covered!

Here’s what to do:

1. Contact us within 14 days of delivery using this form.
2. Include the following photos:

If approved, we’ll send you a replacement or issue a full refund, and we’ll handle the re-shipping costs. There’s no extra burden on you!

Absolutely! At Nook Decor, we stand behind the quality of our products. Every item comes with a guarantee against manufacturing defects.