Shipping, Returns and Exchange Policy

Shipping Policy:

All orders are processed within 1 to 2 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped. 

This time frame does not include any other potential delays due to a high volume of orders or postal service problems that are outside of our control.

Domestic Shipping Rates and Estimates

For calculated shipping rates: Shipping charges for your order will be calculated and displayed at checkout. 

 

Local delivery

Free local delivery is available for orders over $150 within Kelowna. For orders under $150, we charge $10 for local delivery.

Deliveries are made from 9am-5pm on Mon-Fri. We will contact you on the contact provided at checkout to notify you on the day of our arrival. 

International Shipping

We offer international shipping to the following countries: USA 

Shipping charges for your order will be calculated and displayed at checkout. 

Your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country. Nugu Home is not responsible for these charges if they are applied and are your responsibility as the customer.

How do I check the status of my order?

When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available. 

If you haven’t received your order within 7-10 days of receiving your shipping confirmation email, please contact us at hello@nuguhome.com with your name and order number, and we will look into it for you.

RETURNS/REFUNDS/EXCHANGES:

We understand that sometimes after making a purchase you realise that what you’ve ordered is just not the right fit. Don’t worry, we’ve got you covered. We offer a 30 days easy and no-stress return policy!

Returns:

Please write to us at hello@nuguhome.com and let us know the details of your return order. Please share why you would want to return the item. We accept returns within the first 30 days of purchase. Items must be returned in the original packaging, and we will organize a pickup or send you a return label. Once we receive the items and are examined to be in good order and unused, we will issue a refund. Please find below the refund process for different return criteria:

Refund needed as you didn't like the product:

You purchased our dinnerware and found it's not your style. In this case, we request you to raise a return request and we will arrange for a pickup. We request you to not use the items and pack them in the original packaging for return. Once we receive the items we will issue a refund to your account.

Refund / Exchange needed as you received a damaged / broken product:

Items received in broken condition: We do our best to pack our products with care, so they reach you in the best condition, however, ceramics is a breakable material and in some unavoidable circumstance the products break in transit. In this situation, please email us the images of the broken / damaged, and we will either send a credit coupon for the online store or issue a refund, depending upon your choice.

Exchanges:

Please write to us at hello@nuguhome.com and let us know the details on your exchange order. Please share why you would want to exchange the item. We accept exchanges within first 30 days of purchase. Items must be returned in the original packaging, and we will organize a pickup. Once we receive the items, we will inspect them and issue an exchange as per the below criteria:

Items received in good condition, but you didn’t like the design: In this situation, the team will assess if the items are new and unused, and then issue a credit coupon to the online store for exchange.

Items received in broken condition: We do our best to pack our products with care, so they reach you in the best condition, however, ceramics is a breakable material and in some unavoidable circumstance the products break in transition. In this situation you just have to send the image of the broken / damaged item in the email, and we will send a credit coupon for the online store immediately.