How do I return an item purchased online?
For merchandise purchased online, please click here to access the return portal. We accept returns on new, unworn merchandise that still has the tags attached and is in its original condition for 60 days. You will be asked to provide your order number as well as the email address used to complete the purchase. Please include this information in your return shipment. A flat shipping fee of $8.99 CAD will be deducted from your refund.
How do I return an item purchased at a retail location?
To return an item purchased at a retail location, please contact the retailer directly.
I need help with my return, what should I do?
Can I exchange an item?
We are unable to process exchanges. Should you wish to change your purchase, please request a return here for the item that you no longer want and then place a new order for the replacement item.
How long will it take for my return to be processed?
We will issue a refund within 1-2 business days of receiving your return. The refund will be made on the credit card used to make the original purchase. You will receive a refund confirmation by email. The refund can take up to 4 days to show on your credit card statement.
Why was a fee deducted from my return?
We charge a flat shipping fee of $8.99 CAD for all returns. This amount will be deducted from your refund once the return has been processed at our warehouse.
What is the warranty for marchandise purchased directly from nuknuuk.com?
Manufacturer's defects are under warranty for 1 year after purchase. Excessive wear, slight dye transfer, fading and small irregularities in the texture and colour of the sheepskin and leather are all normal and not considered defects. For warranty requests, please contact us at email@example.com. Please include pictures of the defective product as well as proof of purchase (name and order number for online purchases, copy of receipt for in-store purchases). Please note that warranty requests will only be considered with proof of purchase. We will review the information and will contact you to let you know how to proceed.
What is the warranty for marchandise purchased at a retail location?
Please contact the retailer where the item was purchased for warranty information.
Can I return an item that was purchased on sale?
Yes, you can unless the item was marked final sale. In this case, the item cannot be returned. If the item that you are returning was purchased during a buy one get one promotion, the refund will be made on the discounted item.
I cannot enter my order because I am getting an error that says "zip code/postal code does not match billing address", what should I do?
Our system is programmed to verify two things when a customer places an order. The first is that the billing address must exactly match the address on the credit card billing statement. The second is the CVV number must be entered correctly. This is the 3-digit number that appears next to the signature panel following your card number on the back of your credit card.
Kindly try entering the order again using the address exactly as it appears on your credit card statement as well as the correct CVV number as it appears on the back of your card. Should you still be unable to enter your order at this point, please contact us at firstname.lastname@example.org, it will be our pleasure to assist you.
When will my order be shipped?
Orders placed before 2pm EST Monday to Friday will be shipped the following business day. Orders placed after this time will be shipped out 2 business days later.
How are orders shipped?
Our warehouse is located in Laval, Québec, our postal code is H7L 5Z7. We ship all U.S. orders by UPS standard. To see how long it will take for an order to reach you once it leaves our warehouse, please click here. Please note that although we do our best to get your order to you as quickly as possible, delays once an order has left our warehouse are unfortunately out of our control.
What happens if I made a mistake on my address?
Once you receive confirmation of your order, we are unable to make any changes. If you made an error in entering your shipping information, and your package is returned to us due to address error or refusal on delivery, we will charge you the return freight which will vary according to your location.
Can I change or cancel my order?
Our priority is to process and ship out orders as quickly as possible. For this reason, once it has been confirmed, it is not possible to modify or cancel an order.
How can I track my order?
Once your order has been shipped, we will email you a tracking number. If you did not receive a tracking number, please contact us at email@example.com for assistance.
My package is marked as Delivered, but I cannot find it, what can I do?
Please click here for some tips from UPS on locating your package. If you are still unable to locate your package after reviewing all of the steps listed in the link, please contact us at firstname.lastname@example.org, we'll be happy to assist you.
How do I use my rebate code?
You can enter your rebate code once you have added your items to the cart and are ready to checkout. Please note that the same rebate code can only be used once per account.
Do you match promotional pricing?
We do not offer price matching. Please note that we do not adjust pricing of previous purchases to match promotional pricing.
Where does your sheepskin come from?
We purchase our sheepskin from Australia, New Zealand and the United States. We follow all of the laws and regulations from each manufacturing country. We are proud to only sell the highest quality product. To ensure that we maintain this high level of quality, we only use suppliers that meet our strict standards and follow ethical guidelines, laws and regulations.
I'm not sure what size I should buy, what should I do?
Please consult the product page of the item that you are interested in for more specific information. To help with size selection, comfort and fit, each style has a personalized fit description. Due to the material being a natural product, each style can offer a slightly different fit.
The style that I am looking for is not listed on your website, what should I do?
Please contact us at email@example.com with a detailed description of what you are looking for and it will be our pleasure to assist you.
Why purchase online?
Our online store is the only place where you can find our full product line. It is the only place where all Nuknuuk styles are available in all colours and in all sizes (except when there are items that have temporarily sold out). Also, did we mention no need to leave your house? We are a click away and we deliver straight to your front door.
How should I protect my Nuknuuks?
We recommend the use of suede spray in order to protect your Nuknuuk product from staining. Please ensure that you follow all manufacturer's instructions and that you test a small area before spraying. There may be slight variations in colour and texture after applying the spray. Please note that we are not responsible for any changes to our products following application of protective sprays.
How should I clean my Nuknuuks?
If your Nuknuuks should get dirty, first try to wipe the stain with a clean, damp cloth. If this does not work, try using a suede cleaning eraser or a suede brush. To clean sheepskin or synthetic lining, dilute 1 tablespoon of gentle liquid detergent with 1 cup of warm water. Dampen a cloth with the mixture or use a very soft brush dipped in the mixture to gently rub the stain. Drying may take a couple of days. We do not recommend the use of washing machines or dryers. Never expose product to excessive heat or sunlight.
I've read through all of the questions and answers but still need to speak to you, how can I reach you?