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Customer Service

Effective May 1, 2018
RETURN POLICY - Be sure to read ENTIRE policy before placing order.

The following items are FINAL SALE:

  • Jewelry
  • Eyewear
  • Bodysuits + Bralettes
  • Home + Gift items
  • Formalwear (prom/special occasion dresses)
  • Special Ordered items (items ordered exclusively for you that we did not have in store.)
  • Special Occasion Accessories (Garters, undergarments, bras, sticky tape, etc.)
  • Sale Items (products ending in .99)
  • Items purchased with a discount code/temporary sale of 30% off or more

In the world shopping we know that not every purchase will fit & returns are sometimes needed. We are here to help make your return process as easy as possible. Please take a look and review our return policy below and complete our return form (and include the form in your package.) If you purchased in store please include your original receipt. If you have any questions, please send us an email at shopkookoosnest@gmail.com or shoot us over a text or call to our store cell 701-955-4083.

We want to make this easy for you! Whether you bought your item online or in store, you can ship the return to us or bring it into our Bismarck storefront. See more info below:

In Store purchases:

  • We are happy to give you a refund on the original method of payment or store credit within 7 days of purchase date.
  • We are happy to give you store credit within 8-14 days of purchase date.
  • We are unable to accept returns after 14 days from purchase date.

Online Purchases:

  • We are happy to give you a refund on the original method of payment or store credit postmarked within 7 days of date received.
  • We are happy to give you store credit postmarked within 8-14 days of date received.
  • We are unable to accept returns postmarked after 14 days from date received.

 

Original shipping fees are non-refundable and return shipping is the responsibility of the customer. We recommend choosing a shipping option that provides you with a tracking number to ensure your return gets to us. We are not responsible for any returns lost or stolen in the return shipping process.

All items must be returned to us in their original condition with all original tags still attached. Unworn & unwashed. Should you return items that you have tried on and they have make up, deodorant or similar product stains on them, you will NOT be given a refund and items will be sent back to you at your cost. If items have the scent of smoke, gas/fuel or perfume they are not eligible for return.

 

Shoes must be returned with their original shoebox. Please pack the shoebox inside another box as the original shoebox must be returned undamaged. We suggest carpeted areas for trying shoes on. Any signs of wear to the shoe or a damaged shoebox will make them ineligible for return.

Any items sent back to us that are not in compliance with our return policy will be shipped back to the customer at their expense.

 

Damaged/Defective Items or Incorrect Orders:

  • Our team checks all products for any damages, defects or flaws prior to shipping them out to you and also checks to ensure all items are packed in the order, but we are human and know that we sometimes make mistakes. If you receive an item that is damaged or defective or believe something is missing from your order or is incorrect, please look over this section.
    • Damages must be reported to us prior to wearing the garment. Tags must still be attached.
    • All reports must be made within 3 days of receiving your order or it will not be accepted.
    • Please contact us immediately at shopkookoosnest@gmail.com or text us at 701-955-4083 and provide us with a picture of the damaged/defective area or the item(s) you believe are missing from your order. Please include your first and last name and order number.

Exchanges:

  • Due to limited quantity of inventory, we do not offer direct exchanges because we cannot guarantee that the item you are trying to exchange for will still be available when the return reaches our department. If you are needing a different size/color in an item, you can either:
    • Reorder the item in the size you need and then send the original item back to us (postmarked within 7 days) for a refund.
    • Send the item back and indicate that you would like store credit for the return and use the store credit to repurchase the item in the size/color you would like. 

Holiday Return Policy: 

  • All purchases made between Thanksgiving and Christmas must be postmarked on or before January 10th. Holiday returns will be for store credit only and must be in compliance with our return policy (see final sale items above).

Price Adjustments:

  • Should an item on the site be marked down after you have purchased, please contact us at shopkookoosnest@gmail.com within 14 days from the order date for a one-time price adjustment. Credit will be issued to the original form of payment
  • We are unable to offer price adjustments for temporary promotions/discounts. Adjustments cannot be applied retroactively to orders placed before the promotion discount was activated. During promotions, please make sure your discount is applied to the order total prior to completing order.

Should more than $500 of returns are made within a calendar year, all returns moving forward will be deducted 20% for a restocking/shipping/handling fee. Before ordering multiple sizes of one item, please ask us so we can try and help you with the fit. You can always reach out to us before ordering with any questions you may have.

 

IF YOU HAVE ANY QUESTIONS REGARDING OUR RETURN POLICY, FEEL FREE TO EMAIL US AT shopkookoosnest@gmail.com! THANK YOU!

 

Shipping

We will ship anywhere in the United States for FREE. Please allow 7-10 business days to receive your order once confirmation and tracking number has been emailed to you. Free Shipping for all orders. At this time, International shipping is not available.

Lost or stolen packages

We are not responsible for lost or stolen shipments. We are also not responsible when incorrect addresses are provided by the customer. Any packages returned to us as undeliverable will be re-shipped at customer expense. We are not responsible for refunding or replacing shipments for packages shown as delivered. We will supply order and tracking information for customers to provide to the U.S. Postal Service to file a claim. We will work with customers to replace packages after sending us a copy of their filed police report.

In-Store Layaway

KooKoo’s Nest does provide layaway for our prom and social occasion dresses. There is a 10% layaway fee which includes a free garment bag to store the dress and we do not charge interest. You have until March 15, 2017 to pick up and pay off your dress. A $100 nontransferable and non-refundable deposit is required to place a dress on layaway.

In-Store Holds

KooKoo’s Nest will not hold merchandise of any kind for any period of time due to the demand of the business. No holds, no exceptions. 

In-Store Special Orders

KooKoo’s Nest has the ability to work directly with top social occasion designers, therefore placing special orders is an option we can provide our customers. A $15 fee is required to place a special order on prom and formal dresses. A minimum of half down of the total will be taken at the time the order is placed.  The special order will arrive to our store for inspection and must be picked up by the customer within 48 hours. All sales are final upon purchase.

Dress Registry

All of our prom and social occasion dresses purchased in-store are registered for your event. Prom dresses purchased online will not have the opportunity to be registered.

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