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    What happens after I place an order online?

    Once you have placed your order you will receive an email to confirm your order has been received and your payment has been processed. If you do not receive a confirmation email within 24 hours of placing your order please contact info@nookiee.com


    Can I cancel or make amendments to my order?

    Our business hours are 8.30 AM – 5 PM Monday to Friday AEST. If you need to amend or cancel your order, you will need to contact customer care no more than 24 hours after placing your order by emailing us directly here: info@nookiee.com. If your order was placed outside of business hours, please contact us first thing on the following business day. Where possible, we will do our best to amend your order prior to being dispatched.


    What do I do if I have not received the correct item?

    Please contact Nookiee customer care so that we can arrange a free of charge return on the incorrect item(s). You will need to complete and include the Nookiee returns form you received with your purchase clearly stating your name, the item you initially ordered and the item you received. 


    Which credit cards do you accept?

    We currently accept PayPal, American Express, MasterCard and Visa credit or debit cards via our online store.


    Is it safe to order online?

    Yes. All payments made via the Nookiee website are processed through Shopify. This is to protect your details as they can only be read on the secure server. Security checks are completed for online transactions to ensure the authenticity of credit card payments and protect you from fraud.


    How do I know if my order is successful?

    If your order has been successful, you will receive an automatic email with your invoice within the first 24 hours of placing your order. This invoice will be sent to the email address provided during the check out process. If you do not receive this email, please contact us immediately. Please ensure you have checked your junk mail folder prior to contacting us.



    How long does delivery take?

    Orders may take up to 3 - 7 working days to be dispatched. During peak times such as holidays, this may take longer.

    International orders will be dispatched approximately 3 - 7 working days after your order is placed. Most orders should be delivered within 3 - 7 working days unless delays occur via customs.


    How will I know if my item has been dispatched?

    You will receive an automated tracking number via email only once your order is dispatched. It will be sent to the email address provided when placing your order.

    What happens if I am not home when my order is delivered?

    Anyone at the address provided can sign for your parcel. Alternatively, if no one is available, your parcel will be re-directed to the nearest post office. Our courier company will leave a notification card to inform you.



    Can I exchange/refund shoes I purchase online?

    Yes. If you receive your order and you wish to exchange/refund an item, you must post your shoes back to head office including a completed returns form with your original order.

    Shoes being returned need to be in a new and unworn condition, in the original box.

    We advise our customers to use a postal service that can be tracked when sending their shoes back to head office.

    Once it has been received at head office, the returns department will follow your instructions provided.

    Customers will receive an email notification to advise that your returned shoes have been received and a tracking number will be sent to your email once your exchange is dispatched.


    How long does a refund take to be processed?

    Refunds can take up to 5 working days to be processed. The money will be refunded onto the credit card that was used in the original purchase.


    How long do exchanges take to be processed?

    Once we receive your returned shoes, it can take up to 5 working days to process and dispatch your exchange. With any order, we aim to make this process as quick as possible.