FAQ'S

How can I place an order?

You can place an order at our online shop: cuckoosnest.eu by clicking on a product and adding to Cart. you get into the ordering process and go through all the steps to complete the order. If you have any questions you can contact us via the “Message us” or “Contact us” at the bottom (righthand corner) of the page or by calling +49 173 254 2473

How can I cancel an order?

If the order you placed has not yet shipped, you can cancel it for free. To cancel an order, please contact our customer service hello@cuckoosnest.eu or by calling +49 173 254 2473

Is every sale final ?

No, with purchases on our website, there is a right to withdrawal. You have 14 days before the sale is final. So you have all the time to have a good look at your purchase. If the item is not to your liking, you can return it within 14 days. Under the heading “Can I return my order? ” is explained what you have to do. 

Where is my order? 

If you have placed an order before 15.00 pm, and the product is in stock, it will be shipped the same day. It depends on the country you live in and the delivery service when you will have your order at home, usually within 3 days.

 Is it safe to put my credit card number into this mysterious website?

Probably. We don’t store any of your credit card information (that’s handled by our payment processor, Shopify the best in the business) and we will never share your personal information with anyone else.

 I have no confirmation mail from a placed order. What should I do?

We encourage you to look at first in the junk folder (spam) email. Should the mail here have not come up, you can contact our customer service hello@cuckoosnest.eu or by calling +49 173 254 2743

 It may happen that an item I ordered is not in stock?

We update our inventory system daily. It can unexpectedly occur that an item is out of stock. If this happens we will contact you as soon as possible to find an appropriate solution. We can refund the purchase price if you can’t find an appropriate replacement article. 

 Can I return my order?

If the item does not meet your expectations, you can return / exchange within 14 days from delivery date. Sale items can NOT be returned. In order to process the return / exchange as quickly and efficiently possible, we ask you to send the following information:

Name

Address

Phone

Email

Invoice number

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Reason for return

Desired solution, cash back or another article.

Send the items to the address below including your data and a copy of your receipt:

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Cuckoo’s Nest 

Vor Singersbach 12

77793 Gutach

Germany

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Please note that Cuckoo’s Nest returns / exchanges will only be considered if articles are received by us in original condition, including labels and packaging. Damaged and / or used items will be refused and not be processed.

The shipping cost of returns are at cost of the customer. If a wrong item delivered or the article contains a manufacturing defect upon delivery? The return costs are naturally for us. The risk of breakage for return items is by the customer. Cuckoo’s Nest strives to process received returns / exchanges within 5 working days.

 Can I return a Sales Item ?

Sales Items can Not be returned

 Can I exchange my order?

Yes, you may. Follow the process described above in “Can I return my order?”.

 Can I return my order in Cuckoo’s Nest Shop or exchange?

Yes, you can return or exchange the order within 14 days at our shop in the Black Forest of Germany in Gutach at the Open-Air Museum Vogtsbauernhof. Please bring your invoice. We only refund to the credit card of the original purchaser.

 What are the shipping costs?

For orders within Europe over €150.00 shipping is free. For orders under €150.00 you pay from €5.49 within Germany subject to volume of the package.

 Is the postage paid for a return?

The shipping of a return are almost always at cost of the customer. Has the wrong item been delivered or the article contains a manufacturing defect upon delivery? The return costs are naturally for us. Risk of damage during shipping is the responsibility of the customer.

 I have a complaint, how should I file my complaint?

If you have a complaint about Cuckoo’s Nest or a product you bought in our shop, we ask you to contact us via email. Your complaint will be taken very seriously by us. We will send you a confirmation in writing (e-mail) after receipt of the complaint within 24 hours.