Refund policy
Refund & Returns Policy
Last updated: 14.07.2016
We want you to love your order! Here's how refunds, returns, and exchanges work.
1. Digital Products (eBooks, Digital Downloads)
Due to the nature of digital products, all digital sales are final and non-refundable once the file has been delivered or accessed, except in cases of a defective file or duplicate purchase—contact us and we'll make it right.
2. Physical Products (Special Editions, Merch)
We accept returns and exchanges under the following conditions:
- Request must be made within 14 days of delivery
- Item must be unused, unread (for books), and in original condition/packaging
- Buyer is responsible for return shipping costs unless the item arrived damaged or defective
3. Damaged or Defective Items
If your order arrives damaged, defective, or incorrect, contact us within 7 days of delivery at author@nicoleasterling.com with photos of the item and packaging. We'll arrange a replacement or refund at no additional cost to you.
4. Special/Limited Editions
Because special editions are produced in limited quantities and often include exclusive art prints and swag, all special edition sales are final unless the item arrives damaged or defective. Please review product photos and descriptions carefully before purchasing.
5. Refund Processing
Approved refunds will be issued to your original payment method within 5–10 business days of approval. Shipping costs are non-refundable unless the return is due to our error.
6. Lost or Delayed Packages
Once an order ships, delivery timelines are estimates provided by the carrier and not guaranteed. We are not responsible for delays caused by the shipping carrier, customs, or incorrect address information provided at checkout. If a package is confirmed lost in transit, contact us and we'll work with our fulfillment partner to resolve it.
7. How to Start a Return
Email author@nicoleasterling.com with your order number and reason for return. We'll respond with next steps within 2–3 business days.