CUSTOMER CARE

Returns, Cancellations & Refunds

Returns & Refunds — last updated September 6, 2026

Please read this before you order. Our products ship from overseas, so our return terms are stricter than a domestic store's.

Change-of-mind returns

Window: you must request a return by email within 10 days of the delivery date shown on your tracking. Requests after 10 days are not accepted.
Condition: unused, unwashed, free of pet hair and odour, in the original packaging with all tags, inserts and accessories.
Where it goes: you return the item at your own expense to our fulfillment partner's address in China. We give you the address when we authorise the return. We do not charge you for return shipping; you pay the carrier directly. International postage is not cheap, so please weigh it against the value of the item before requesting a return.
What you get back: 80% of the amount you paid for the returned item after any discount, with 20% retained as the restocking fee. We do not deduct any additional amount for the included outbound standard shipping. Your return postage is not refunded.
Exchanges: we do not offer exchanges. Return the item and place a new order.

How to request a return

Email team@denandnook.com within 10 days of delivery with your order number, the item, and two photos showing its unused condition and packaging.
If the request meets the conditions above we reply within 2 business days with a return authorisation number and the return address. Do not ship anything without an authorisation number — unauthorised parcels are not refunded.
Ship the item within 7 days of authorisation using a tracked, insured service, with the authorisation number written on the outside of the parcel, and email us the tracking number. You are responsible for the parcel until it arrives.
When our partner receives the item it is inspected against the conditions above (allow 3–6 weeks for international transit and inspection). We email you the outcome. Items that arrive used, damaged, incomplete or without an authorisation number fail inspection, are not refunded and are not sent back.

Damaged, defective or wrong items

If an item arrives damaged, faulty, or is not what you ordered, email team@denandnook.com within 7 days of delivery with your order number and clear photos of the item, the fault and the packaging. If the fault is confirmed we will, at our choice, send a replacement or refund the full item price. No restocking fee applies and we will not ask you to pay return shipping. We may ask you to return the item first; if we do, we cover that cost. Claims made after 7 days, or without photos, may be declined.

Refund timing

Approved refunds are issued to your original payment method within 30 days of our approval email (for returns, within 30 days of our partner confirming receipt and inspection).
Ordinary cancellations before dispatch are refunded within 10 business days.
Refunds required by the FTC Mail, Internet, or Telephone Order Merchandise Rule follow the shorter legal deadline explained in Shipping & Delivery. Our ordinary refund timelines and restocking fee do not apply to those full refunds.
Our payment processor, Whop, typically completes the reversal 3–5 business days after we issue it; your bank may take additional days to post it. We cannot speed up your bank.

Items that cannot be returned

Items marked "final sale" or "non-returnable" on the product page, opened consumables, and personalised items cannot be returned for change of mind. Damaged or defective versions of these items are still covered above.

Your rights

Nothing in this policy limits rights you have under US federal law or the law of the state where you live.