Shipping and returns
DEVOLUCIONES
¿Necesitas devolver o cambiar el producto recibido?
Inicia el proceso desde aquí:
Plazos y gastos de devolución o cambio
- Dispones de 14 días naturales desde que tu pedido se envía para solicitar un cambio de talla o una devolución.
- El coste de las devoluciones con entrega en tienda es gratuito. Se recomienda hacer una sola solicitud para tramitar el cambio o devolución.
- Los costes de las devoluciones en Baleares serán asumidos por el comprador.
Formas de tramitar una devolución o cambio
- Devoluciones en tienda física: acude a tu tienda The Nook más cercana con el albarán de pedido o correo de confirmación y la/s prenda/s a devolver.
- Solicita una devolución/cambio en un punto pickup
Condiciones de devolución o cambio
- Para tramitar una devolución o cambio, los artículos deben conservar todas las etiquetas y/o embalajes originales, estar en perfecto estado y no haber sido usados.
Plazo de reembolso
- Los reembolsos instantáneos estarán disponibles de forma inmediata en la cuenta que nos indiques durante la solicitud de cambio o devolución.
- Si el método de reembolso seleccionado no es instantáneo, el abono se realizará en el mismo medio de pago utilizado para tramitar el pedido y será efectivo en un máximo de 14 días.*
- Si devuelves tu pedido en tienda, el reembolso se hará en el mismo método de pago con el que tramitaste el pedido y puede tardar hasta 14 días en verse reflejado en tu cuenta. *
*Estos plazos pueden ser ligeramente superiores durante periodos de Rebajas.
ENVÍOS
Los plazos de entrega de un pedido dependerán del tipo de envío seleccionado. Ofrecemos los siguientes métodos de envío:
España peninsular, Islas Baleares, Portugal y Francia
- Envío a domicilio: entrega estimada 2 - 3 días laborables. (*)
- Recogida en tienda (exclusivo España peninsular y Baleares): entrega estimada 2 - 3 días laborables. Las tiendas disponibles se mostrarán en el apartado de envíos antes de finalizar la compra. (*)
Unión Europea
- Envío a domicilio: entrega estimada 5 - 7 días laborables. El plazo comienza a contar desde el envío del pedido.(*)
Internacional
- Envío a domicilio: entrega estimada 5 - 9 días laborables. El plazo comienza a contar desde el envío del pedido.(*)
En los pedidos de fuera de la UE hay que especificar que su pedido no será enviado hasta que el cliente no facilite su ID o pasaporte para la factura intracomunitaria el cual se le solicitará por mail.
Los impuestos de aduanas y tasas de transporte serán pagados por el destinatario una vez llegue al país destino siempre que procedan.
*En el caso de rechazar el paquete una vez enviado, se le descontarán los gastos generados en el transcurso del envío del importe del pedido.
*En caso de pérdida o extravío se procederá al reembolso íntegro del pedido.
Información general
(*) Estos plazos son orientativos y comienzan a contar a partir de las 24 horas laborables siguientes a la fecha de compra. Selecciona envío a tienda si pasas tiempo fuera de tu domicilio o estas de vacaciones. Dispondrás de varios días y un amplio horario para recogerlo. Además, te sumarás a nuestra iniciativa ECO.
El envío de su pedido será realizado por la empresa de transporte SEUR y UPS si el pedido es internacional.
Durante los periodos de rebajas, promociones o campañas especiales el plazo de entrega puede ser superior al habitual.
Shipping
Online shipping covers the entire country and you can receive it at the delivery address you provide. Shipping also includes international shipments, including the United States and South America.
National
Pick up in store:
Seville (C/ Progreso, 39, 41013) and Madrid (C/ de Claudio Coello, 32, 28001)
Free
24h / 72h from when the order is completed
Shipping fee:
5€
2/5 business days from order completion
Express Shipping:
10.97€
1/2 business days
*Orders will be processed the same day if placed before 2:00 PM (Orders placed after that time will be shipped the next day). Orders will not be dispatched or delivered on Saturdays, Sundays, and holidays, nor will customer service be available.
*For shipments to the Peninsula, orders will be processed once payment has been confirmed and provided the selected item is available. Your order may be canceled if stock is insufficient.
*For shipments to the Balearic Islands, orders have a delivery time of up to 5 to 8 business days.
The Nook Store is not responsible for delays in delivery of orders due to causes beyond our control.
International
Portugal: €9
Rest of Europe: €20
*America: €50*
*Shipping costs may vary depending on the weight of your order. Our customer service department will contact you if necessary.
Product availability
All orders are subject to the availability of the selected products. If any difficulties arise due to any type of stock issue, we will contact you as soon as possible and try to obtain your purchased item as quickly as possible. If we are unable to obtain the selected item, we will refund the amount of the item.
Tracking my order
You will receive a tracking number so you can always know the status of your order. To check the status of your order, you will need to access the order tracking section. Click here to view it.
Some details to keep in mind for the delivery of your package:
– Saturdays, Sundays, and public holidays are excluded from delivery times. National, regional, and local holidays are also observed, as are holidays where our warehouse and logistics center are located.
-During sales or promotional periods, deliveries may experience delays and in-store deliveries may be temporarily unavailable.
– Possible delivery delays could be due to a variety of reasons, including unforeseen circumstances, force majeure, and the delivery area being located in rural or remote areas.
If your order still hasn't arrived, please contact us at pedidos.thenook@gmail.com
Exchanges and Returns
IMPORTANT: We do not handle returns via Instagram direct messages.
You have up to 14 calendar days from receipt of your order or from the time it arrives in the store to complete the return form and exchange or return your order. If the 14 calendar days have passed since the items were delivered or shipped, the exchange or return will be canceled.
*Items whose labels have been tampered with or show signs of use cannot be returned.
How can I exchange my size?
To request a size change, click here .
Visit your nearest store with the items you want to exchange and show proof of purchase (email address if purchased online), or we can send them to your home.
If you want to exchange a product, please contact us through our WhatsApp: +34 669 97 55 91
How can I return my order?
*Orders that request to be returned with credit in the web store will be credited.
with 15% additional balance to the amount of your purchase.
With delivery to the store:
To request a return, click here . Visit your nearest store with the items you wish to return and show proof of purchase (email address if purchased online). You have up to 14 calendar days from receipt of your order or from the time it arrives in the store to complete the return form and exchange or return your order. If the 14 calendar days have passed since the items were delivered or shipped, the exchange or return will be canceled.
By courier to your home or delivery to a drop-off point:
To request a return, click here . Depending on the country, you can request a home pickup or a label to drop off at a drop-off point, or send it to us at your own expense. You have up to 14 calendar days from receipt of your order or from the time it arrives in the store to complete the return form and exchange or return your order. If the 14 calendar days are exceeded from the delivery or shipment of the items, the exchange or return will be canceled.
The service costs €6.50 (home delivery) or €4.50 (drop-off point) in the peninsula.
For other destinations, the return cost will be:
- Portugal: €8
- Rest of Europe: €20
What are the return conditions?
In order for us to approve the return, the items must:
– Be in perfect condition as you received them, unused, unwashed, with the outer and inner labels
– Footwear must be in its original packaging and in perfect condition.
– Accessories must be returned in their original packaging, if present.
– Bikinis and swimsuits must retain their hygienic adhesive. This way, you can try them on with the confidence that the fabric won't come into contact with your skin.
– Returns can only be processed for products purchased online. Online returns cannot be processed for items purchased in a physical store.
– Returns that do not include the purchase receipt or order information may be delayed.
– Candles must be in perfect condition, unused, and in their original packaging. Remember to protect the item well to prevent breakage during shipping.
The Nook Store reserves the right to reject returns communicated or sent outside the established period (14 days), as well as items that do not meet the aforementioned conditions, without having been previously accepted by our customer service and reviewed by our quality department.
For international orders, do we take care of the collection?
We are not responsible for package pickup for international orders. If you have any questions, please contact us at pedidos.thenook@gmail.com.
Can I return an item from a purchase made in a physical store?
Items purchased in a physical store must be returned to any of our The Nook Store (Seville and Madrid).
– You have 14 days from receipt of your order or from the time it arrives in the store to make an exchange or return.
– It is essential to present the original purchase receipt or, failing that, a gift receipt, along with any new items. The full amount will be refunded via a voucher.
How long will it take for me to receive my refund?
If your return is accepted, you will receive the amount in the same way you made your purchase. You will receive your refund or bank transfer within approximately 14 business days from the time we receive your return at our fulfillment center. Please note that the credit to your bank account always depends on your bank and may take a few days to appear in your account statements.
* During sales or promotions, refund periods may be extended.
Cancellations
Cancellations of current orders are not permitted.