Customer Service

What is your return policy?

At KooKoo's Nest all sales are FINAL, we do not offer any returns, refunds or exchanges.
All deposits and payments are non transferable and non refundable.
Alterations are always an additional charge.
Our products are not warrantied.

What forms of payment do you accept?

Cash
Credit card: American Express, Discover, Visa, Mastercard
Apple Pay and other forms of tap pay
We do not accept checks as payment

Are you able to take my measurements?

For a $20 sizing fee our tuxedo staff is able to provide you with all of the measurements one might need for a tuxedo or suit rental.
We do not offer the service of measurements for customer not purchasing gowns from our store for liability reasons.

Can you steam my dress?

KooKoo's Nest only steams product that was purchased or rented from our store directly. Please allow 7-10 days before the event for steaming.

How does special ordering a dress work?

The gowns we carry are available in additional colors and sizes. If a customer is interested in ordering a gown in store in a specific size and color this is called “special ordering”.
Our store owner will work to ensure the correct size is specially ordered based on our designer's size charts. We will suggest a size we believe should be ordered, but ultimately you will make the final decision!
We will not size you until you are ready to order and place your deposit.
Before we special order your gown our consultants will build the dress on you. This means trying on the neckline, the fabric, the silhouette, the color and more. We want you and our staff to be able to visualize and confirm that you will love what you are ordering.
Once an item is special ordered, we will not be able to change the size or color, and we will not be able to cancel the order.
Shipping and delivery time frames will vary based on our designers.
Expected shipping times will be discussed at the time of ordering.
We will do our best to communicate with our designers to ensure your item will arrive on time. If any delays occur, we will contact you to keep you informed and aware of the situation.
If, for any reason, the item arrives incorrect based on the size or color ordered, we will work with the designer for it to be replaced.

How does the prom dress registry work?

One of the benefits of shopping at KooKoo’s Nest is our dress registry. We do not sell the same dress to the same school/event in the same color.
Prom gowns are registered by style number and color per event. Some styles look similar or complement each other but our registry is based on style number and color only.
If the same dress is attempted to be purchased at a school it is already registered to; it will flag the sale and it cannot be completed in our point of sale. Our staff is not allowed to share who purchases what gowns.
Disclaimer: Our registry does not affiliate with another store that carries the same designer. It only tracks gowns purchased directly from KooKoo’s Nest.
Our dress registry will reset each season and is only registered to the season it is purchased for.

Shipping

We will ship anywhere in the United States for. 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 and shipping to APO Boxes 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.

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.

WE ARE HAPPY TO ASSIST YOU WITH ANY QUESTIONS.

CALL OR TEXT THE STORE AT 701-955-4083 FOR ASSISTANCE.