Refund policy

We're proud to offer an industry-leading 60-day return policy, which means you have 60 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. Gift cards or sale items are not eligible for refunds.

To start a return, you can log into your customer account and start a return or contact us at hellooo@noookplay.com. Please note that returns will need to be sent to the following address: Barnsdale Grange, The Avenue, Exton, Rutland, LE15 8AH, UK. 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at hellooo@noookplay.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalised items). Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
You can request and exchange. Please specify the item you would like us to replace your return with. Once we have received your returned item, we will dispatch the replacement item to the original delivery address. If there is a difference in an replacement item's value compared with the returned item, either the customer will be asked to pay the difference, or noook play® will refund the customer the difference.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days; we are unable to refund to different payment methods vs the original payment method, including direct bank transfers. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at hellooo@noookplay.com.