FAQ's
How can I contact Nookoh?
You can email us at: support@nookoh.co where our customer service team will be happy to help you with whatever you need!
Do you ship worldwide?
Yes, we offer Free Worldwide Tracked Delivery methods. All our orders are provided with a personalised tracking link which can be tracked on our internal tracking system. If your having trouble finding your tracking page then please send us an email (with your order number) at: support@nookoh.co
Where do you ship from?
We ship our products from our warehouses in China & Taiwan. We ship directly from our warehouses in an effort to lower our overall carbon footprint. As a company we are dedicated to implementing sustainable practices. We believe that every small effort counts in the fight against climate change and we aim to do our part in reducing its impact on the world.
Can I change or cancel my order?
As we aim to process orders as fast as possible, you must request any changes/cancellations within 6 hours of ordering. All requests after this time will be denied. Your order can be returned for a full refund after it is received.
Can I change my delivery address?
If you wish to make a change to the delivery address, please contact us at support@nookoh.co within 6 hours of placing your order and we will do our best to assist you.
In the event that we have already fulfilled your order and we are unable to make the address change because the parcel has already been dispatched, we will need to contact our courier service. Please note that this process may delay the delivery time.
What payment methods do you accept?
We accept all major credit cards (VISA, Mastercard, AMEX) and PayPal payments.
Is my Payment information secure?
Yes, all transactions are handled directly by our payment service provider, Shopify, with secure encryption and under strict banking standards. Your card details are sent directly to the bank and cannot be read or accessed by anyone other than your bank, including Nookoh.
When will my order be processed?
All orders are handled and shipped out from our warehouse. Please allow extra time for your order to be processed during holidays and sale seasons. When your order has been shipped from our warehouse you will receive an email from us with your tracking details. If for some reason you have not received an email from us, please check your spam folder.
We process orders between Monday and Saturday. Orders will be processed within 1-3 business days from the order date and shipped the next day after the processing day. Please note that we don't ship on Sundays.
How long will it take to receive my order?
Please refer to our Shipping & Delivery page in our footer menu to see an estimated delivery time for your country.
What if I don't receive my order?
If you don't receive your order within 30 business days after shipping, you are eligible for a full refund.
Will I be charged with customs and taxes?
You may be liable to pay for duties and taxes once you receive your order. Import taxes, duties and related customs fees may be charged once your order arrives to its final destination, which are determined by your local customs office. Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office.
How do I return an item?
Please refer to our returns policy for more information in our footer menu.
If you wish to start a return then please contact us via email at: support@nookoh.co
What if the item(s) I received are defective/incorrect/damaged?
In case of a defective product, you must contact support@nookoh.co within 14 days of receipt of the order and send us an image clearly showing the damage, and we will try to verify that the product is really defective. In case you have to send the product to the warehouse, Nookoh will pay the shipping costs. At the same time that we verify that the product is defective, the refund or exchange will be made to the affected customer.
If you received the incorrect items which you ordered then please contact support@nookoh.co where we can send out the correct items and correct the situation.
When will I receive my refund?
All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 7-10 business days of receipt of the returned item or cancellation request.