How do I return an order?

We want you to be completely satisfied with your purchase. If the ordered product does not meet your expectations, you can return it – The entire process takes place online and is quick and transparent.

You are entitled to a refund for 14 days from the date of receipt of the shipment – without giving a reason.

Important! From the moment you register your application, you have 14 days to send your parcel. Do not return products until you have received the label and instructions from the system.

REPORT A RETURN IN THE SYSTEM

To register, you will need the email address you used when placing your order.

What to prepare before submitting?

Have on hand:

Return Policy

For a return to be accepted, the product must meet the following conditions:

• No signs of use – the product should be intact, checked only to the extent necessary to assess its properties.
• Completeness – all components, accessories and documents.
• Carefully packaged to prevent damage during transport. We recommend using the original packaging - if you don't have one, use an equivalent one. The lack of original packaging does not exclude a return, however, damage to the goods during transport resulting from improper packaging may affect the refund amount.
• Registration in the returns system before sending the parcel:
  
  > Return - You send the parcel after completing registration and paying for the label in the system.
  > Complaint - You send the parcel after the store approves your application and receives the label.
  
  
• Optionally, you can attach a printed copy Return form .

In some situations we may refuse to accept a return. More information: When will we not accept returned products?

Step by step

Warehouse address (for information):
Mood Nook, ul. Równa 19D, 80-067 Gdańsk
Tel.: +48 732 483 885

The address is provided for information purposes only – Send the parcel according to the label generated in the system.

Personal return

Refund

After receiving and verifying your return shipment, we will issue a corrective invoice and send it to your email address. The funds will be refunded within 14 days from the date of receipt of the declaration of withdrawal from the contract.

How to file a complaint?

We care about the quality of every product at Mood Nook. If the received goods do not comply with the order or have a defect – Don't delay, submit a complaint through our system.

You submit a complaint via the system: returns.xeper.io/login . Log in e-mail address used when ordering , select the order number, indicate the product being complained about and complete the description with photos.

REPORT A COMPLAINT IN THE SYSTEM

Once the complaint is accepted, the shipping label will appear in the system.

Order number

The primary identifier needed to locate your order.

Ordering party's details

Name, surname and email address (or phone number) used when placing the order.

Description of the problem

Describe the defect or non-conformity in detail – The more details you provide, the more efficiently we will process your application:

• product name,
• type of problem (damage, color, missing item, etc.),
• when the problem was noticed.

Photo documentation

Clear photos from several sides significantly speed up the evaluation of your application.

Emergency contact

Please submit complaints only through the system. In case of technical problems, please write to us as an emergency. [email protected] with the title: "Complaint - order number" .

Frequently asked questions

Do I need to provide a reason for the return?

NO - You have the statutory right to withdraw from the contract within 14 days without giving any reason. We would be grateful for your opinion – helps us continually improve product descriptions and presentation.

Where can I download a returns form?

You register the return in the system: returns.xeper.io/login . Optional paper form: Return form .

Can I return only part of my order?

Yes – Simply indicate specific products in the system that meet the return conditions.

Can I submit multiple products in one submission?

Yes, you can select multiple products from one order in one process.

Who covers the cost of returning the parcel?

Return shipping costs are borne by the customer.

When will I receive my return label?

Upon return – after paying for the label in the system. When making a complaint – after the application is accepted by the store.

What if the product was damaged during shipping to me?

Submit a complaint via the system: returns.xeper.io/login .

Can I send a parcel without a label from the system?

NO. Parcels sent without registration and label may not be accepted.

Why can't I see my order in the system?

Please make sure you are using the email address from your order. If the problem persists: [email protected] .

How long does it take to get a refund?

Down 14 days from the date of submission of the declaration of withdrawal from the contract.

Can I return products in person?

Yes, we invite you to our boutique in Gdańsk (ul. Równa 19D, Mon.–Fri. 10:00–16:00). No form required.

Can I return a product after 14 days?

The right to withdraw from the contract expires after 14 days from receipt of the shipment.

Will I receive confirmation of receipt of my return?

Yes – You will receive confirmation of your application immediately after it is created. We will send a corrective invoice after receiving and processing your return.