Change of Mind Returns
We accept eligible returns within 14 days of delivery for change-of-mind purchases, provided the item is:
- unused and in original saleable condition;
- returned with original packaging where possible; and
- accompanied by proof of purchase.
How It Works
- Email hello@nestandnook.co.nz with your order number and the item you want to return.
- We will confirm whether the return is eligible and provide the next steps.
- Return postage for change-of-mind items is your responsibility unless the item is faulty or supplied in error.
- Once the return arrives and is checked, approved refunds are sent back to the original payment method.
Refund timing depends on your payment provider, but most refunds appear within 5 to 10 business days after processing.
Exchanges
If you would prefer an exchange, contact us first and we will confirm what is possible based on stock availability.
Faulty or Damaged Items
If your order arrives damaged, faulty, or not as described, contact us as soon as possible so we can put it right. We may ask for photos and your order details to assess the issue quickly.
Where the Consumer Guarantees Act 1993 applies, your legal rights continue to apply and are not excluded by this policy.
Non-returnable Items
For hygiene, safety, or product-specific reasons, we do not accept change-of-mind returns for:
- earrings and pierced jewellery;
- opened skincare, bath, body, or fragrance products;
- personalised, made-to-order, or custom items; and
- gift cards.
Questions
If you are unsure whether your item is eligible, contact us before sending it back and we will guide you through the best next step.