Returns & Refunds
Sometimes things don't work out.
We hope you love what you ordered from Maker's Nook.
But if something arrives damaged, isn't what you ordered, or you need to talk to us about a return, we're here to help.
Because Maker's Nook is a marketplace of independent makers, returns are handled with both the customer and the Maker in mind.
Talk to us before you send anything back.
Each Maker works from their own location, so a return has to be connected to the correct order and Maker before it travels. Contact us first and we'll tell you exactly where it needs to go.
Something wrong with your order?
If your item arrives:
- Damaged
- Faulty
- Incorrect
- Different from what you ordered
Please let us know as soon as possible. Have your order number ready and, where relevant, photographs showing the problem.
This helps Maker's Nook and the Maker understand what happened and determine the appropriate next step.
Contact Maker's NookChanged your mind?
We understand that sometimes you receive something and realise it isn't quite right for you.
If you would like to return an eligible item, contact Maker's Nook before sending anything back. We'll confirm whether the item can be returned and provide the next steps.
Please don't send an item directly back to a Maker without contacting us first.
Start a returnNot everything can be returned.
Some pieces on Maker's Nook are made specifically for the person ordering them.
Items that have been personalised, customised or made specifically to your requirements may not be eligible for a change-of-mind return.
This does not mean you should accept something that is faulty, damaged or not what you ordered. If there's a genuine problem with a personalised or custom item, contact us and we'll help you work through it.
What condition should a return be in?
Unless the item is being returned because it arrived faulty or damaged, returned products should be:
- Unused
- In their original condition
- Returned with any parts or accessories supplied with them
- Packaged carefully for the journey back
Please take reasonable care of the item while it is with you.
Handmade products can sometimes be delicate, so appropriate return packaging matters.
Handmade doesn't always mean identical.
Part of buying something handmade is that no two pieces are necessarily exactly the same. Small differences in things such as:
can be part of the character of handmade work. These natural variations don't automatically mean that an item is faulty.
However, if the product you receive is materially different from what was described or shown when you purchased it, please contact us.
How a return works
Get in touch with Maker's Nook and provide your order number and the reason for the return.
If something is damaged or incorrect, we may ask you to include photographs.
We'll identify the Maker involved and review the return request based on the order and the reason you've contacted us.
If the return is accepted, we'll tell you where the item needs to go and provide the relevant return instructions.
Package the product carefully and send it according to the instructions provided.
Once the returned item has been received, its condition can be confirmed and the return finalised.
Where a refund is due, it will be processed through the appropriate Maker's Nook payment process.
The time it takes for the money to appear after processing can depend on the payment method and financial institution involved.
Who pays for return delivery?
This depends on why the item is being returned.
If there is a problem with the product — for example, it arrived damaged, faulty or incorrect — we'll work with you and the Maker to resolve the return appropriately.
For an eligible change-of-mind return, return delivery costs may be the customer's responsibility.
We'll confirm this with you before you send anything back.
What about the original delivery charge?
Whether an original delivery charge forms part of a refund can depend on the circumstances of the return, particularly in orders containing products from more than one Maker.
We'll confirm the applicable refund with you as part of the return process.
Orders from more than one Maker
One order can involve more than one return.
If you purchased from several Makers in the same checkout, each Maker fulfils their part of the order separately.
That also means a return involving one Maker's product doesn't necessarily affect the other products in your order.
Tell us which item you're having a problem with when contacting us. We'll make sure the return is connected to the correct Maker.
What happens to my Nook Note?
If the product you're returning included a Nook Note and QR code, tell us when you contact Maker's Nook.
Don't reuse, transfer or send the QR code with another gift unless instructed to do so.
We'll make sure the Nook Note side of the order is handled together with the return.
Received a gift?
If you received an item from Maker's Nook as a gift and there's something wrong with it, you can still contact us.
If possible, have the order number available. It helps us find the original purchase and the Maker who supplied the item.
We'll guide you from there.
Need to start a return?
Contact Maker's Nook first so we can find your order, understand what happened and give you the correct return instructions.
Have your order number ready.
Contact Maker's NookMade by real people. Handled like real people.
Maker's Nook brings customers and independent Makers together.
When something goes wrong, our job is to help make sure it is handled fairly and clearly — without leaving you wondering who you're supposed to speak to.
Start with us. We'll help you from there.