Refund policy

We hope you are happy with your NANOOK item. If not, as a consumer you have the right to withdraw from your online purchase within 14 calendar days of receiving your order, without having to provide a reason.

To request a return, contact us at sales@nanookthebrand.com or use the available return or cancellation function in our online store. After notifying us of your withdrawal, you have 14 days to return the product.

Return conditions

The item must be in the same condition in which you received it: unworn, unwashed, and with the original labels attached. You may, of course, inspect and try on the item as you would in a physical store.

Return shipping costs

The direct costs of returning the item are the responsibility of the customer, unless the item was delivered damaged, defective, or incorrect.

Returns can be sent to:

Nanook Cools
Sint-Katelijnestraat 2
9000 Ghent
Belgium

We recommend using a trackable shipping method.

Refunds

When you validly exercise your right of withdrawal, we will refund the payments received in accordance with applicable legal requirements. The refund will be made using the same payment method used for the original purchase, unless otherwise agreed.

We may withhold the refund until we have received the goods or until you have provided proof that you have returned the goods, whichever occurs first.

Damaged or incorrect items

Please inspect your order upon receipt. If an item is damaged, defective, or incorrect, contact us as soon as possible at sales@nanookthebrand.com so that we can resolve the issue.

Pre-orders

Items sold as pre-orders are also covered by the statutory right of withdrawal, unless a legal exception applies to a specific product, for example when an item has been made according to your personal specifications.

For questions about returns, contact us at sales@nanookthebrand.com.