Last updated: May 2026

At Nerb HQ, every nerb is packed with great care before beginning its journey to its new home.

If something goes wrong with your order, please get in touch and we will do our best to help.

1. Damaged or Incorrect Orders

If your nerb arrives damaged, defective, or incorrect, please contact us within 14 days of delivery.

To request a replacement or refund, please email:
nerb@theexquisitewizard.com

Please include:

• your order number

• clear photos showing the issue

We will review your request and respond within 3–5 working days.

If approved, we will either:

• send a replacement nerb at no extra cost
  or

• issue a refund to your original payment method

2. Change-of-Mind Returns

Due to the limited nature of nerb adoption releases, we are currently unable to accept returns for change of mind.

3. Preorders & Cancellations

Early adoption nerbs are preorder items and will begin travelling to their new homes from Nerb HQ in August 2026.

Orders may be cancelled within 24 hours of purchase. After this period, cancellations may not be possible as adoption processing may already have begun.

4. Shipping Issues

All nerbs travel via tracked shipping.

If your order appears to be lost or significantly delayed, please contact us and we will investigate with the shipping provider.

Please note that international customers may be responsible for customs fees or import taxes depending on their country.

5. Contact

For any questions about your order, please contact:

nerb@theexquisitewizard.com