Help & Support
- What are Nest Points?
- How do I place an order?
- What forms of payment are accepted?
- How does Nest guarantee my security details?
- How do I cancel my order?
- How do I contact Nest?
- What is Nest's returns & refunds policy on bespoke goods?
- What is Nest's returns & refunds policy on standard goods that are damaged or faulty?
- What is Nest's returns & refunds policy on standard goods that aren't damaged?
- What is Nest's delivery policy for UK orders?
- What is Nest's delivery policy for International orders?
- What is Nest's policy on privacy?
- What about pricing errors & changes?
- What about colour variations?
What Are Nest Points?
Nest Points is our customer loyalty scheme.
For every £1 you spend at Nest.co.uk you will be entitled to 1 Nest Point. Each point is redeemable on any future order at a value of £0.01 per Nest Point. The Nest Points discount is applied before shipping costs are calculated, Nest Points are earned only on the total costs of the products and do not include shipping.
Nest points can be used in conjunction with website sales discounts and any discount promotional codes you may have. You need to be logged into your account to receive Nest points.
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How do I place an order?
Shopping at Nest is a fast and secure process. When you have found a product that you wish to buy, just click on the ‘buy' icon to add it to your order (you will not have committed to buy at this stage). You can verify the items in your order at any time throughout your shopping session by clicking the ‘Buy' link. You won't have to buy the items and you can still cancel the order at this point in time. Should you wish to amend your selection, simply click on the ‘remove' icon by the product you do not require in the ‘your order' page, the page will then automatically refresh itself. To continue shopping, click on the ‘Continue Shopping' icon. To complete your purchases, click on the ‘Checkout' icon.
Your credit card or debit card details will then be required together with confirmation of the delivery address. Once payment has been made, arrangements will be made for the delivery of the item/s.
Once you have successfully placed an order you will be sent an email confirming, among other things, receipt and the details of your order. Your order represents an offer by you to purchase goods from us. Please note, it is the customer's responsibility to check the confirmatory email and notify us immediately of any errors at customerservices@nest.co.uk. A follow up email will then be sent once the goods have been dispatched to you, and it is only at this point in time that we accept your offer, are bound to fulfil it and a contract is formed.
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What forms of payment are accepted?
Nest currently accepts Visa, MasterCard, Maestro (Switch), American Express, PayPal, Bank Transfers and Postal Cheque.
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How does Nest guarantee my security card details?
Rest assured that the security of your personal data is our highest priority. All credit card payments are processed through SecPay which utilises a 128-bit SSL security system. The nest.co.uk website has a certificate issued by GeoTrust guaranteeing that your transactions are secure. Secure pages have a padlock icon on the edge of your browser window to indicate that those areas of the site are secure.
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How do I cancel an order?
If you wish to cancel an order before the order has been processed please email us at customerservices@nest.co.uk as quickly as possible quoting your order reference number. If the order has already been acted upon you will need to follow the instructions on our Returns and Refunds Policy.
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How do I contact Nest?
Nest customer services are available Monday to Friday from 9.00am until 5.30pm. If you have any questions, please do call. Out of hours please use our email address, enquiries@nest.co.uk.
Telephone Number: 0114 2433000
International enquiry: 00 44 1142 433000
Fax Number: 08700 510171
If you have any questions or queries regarding your order please contact us on customerservices@nest.co.uk
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What is Nest's returns & refunds policy on goods made to order?
If the customer is unsure as to whether a product is included in this category then the customer should email customerservices@nest.co.uk for clarification.
For such items please note that we will not be able to change any such orders, make a refund or exchange any item that has been entered into production as per the customer's specification e.g. in a specific finish or upholstery colour.
Customers should only order if you are sure that the item and finish is right for the customer’s needs, as the customer will not be able to change the order after the item has been entered into production. Also the customer should be careful to check access to their property as delivery is on the basis that the customer has checked the dimensions of the item and that it fits through all doorways, stairwells and within the area of intended use.
Nest has no liability for items ordered that a Customer no longer requires. Once an order has been processed the Customer is liable to purchase the items.
Should an item be received damaged or defective, then a replacement will be manufactured and will be delivered to you as soon as possible based on the following procedure:
1. Inspect your purchases immediately upon receipt as no claim for replacement can be made after 3 days.
2. Any claim regarding an item(s) damaged or defective must be made initially by telephone (UK: 0114 2433000 International: 00 44 1142 433000) or by email to customerservices@nest.co.uk, followed by a written claim.
3. The cost of returning the product(s) will be the responsibility of the Customer who must insure the transit of the products, where applicable.
4. Where items are large or fragile (as determined by Nest) we reserve the right to nominate a specialist furniture handler for return transit and pass the cost of delivery (up to 15% of the total order value) onto the Customer. This transportation charge will be charged each time the Customer accepts a returns collection date but then subsequently fails to meet that date.
5. In all cases the product(s) must be adequately packed in the original Packaging to prevent damage. We refer you to the Product Information section in the terms and conditions for further clarification on colours, patterns and finishes.
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What is Nest's returns & refunds policy on standard goods that are damaged or faulty?
If your items are damaged or faulty, please contact us immediately (within 3 days of package arrival) by calling (0114 2433000 International: 00 44 1142 433000) or by email to customerservices@nest.co.uk to discuss our procedures as detailed below and to organise a replacement.
1. Inspect your purchases immediately upon receipt as no claim for replacement can be made after 3 days.
2. Any claim regarding an item(s) damaged or defective must be made initially by telephone or email, followed by a written claim.
3. The cost of returning the product (s) will be the responsibility of the Customer who must insure the transit of the product(s), where applicable.
4. Where items are large or fragile (as determined by Nest) we reserve the right to nominate a specialist furniture handler for return transit and pass the cost of delivery (up to 15% of the total order value) onto the Customer. This transportation charge will be charged each time the Customer accepts a returns collection date but then subsequently fails to meet that date.
5. In all cases the product(s) must be adequately packed in the original packaging to prevent damage.
Returns address:
Nest.co.uk Ltd
9 Parkway Rise
Sheffield
S9 4WQ
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What is Nest's returns & refunds policy on standard goods that aren't damaged?
Please contact us within 48 hours of receiving your order to discuss a return or exchange within 7 days of delivery in line with the procedure below:
1. A written notice of your cancellation is required and the goods are returned in perfect condition within 14 days of receipt of the goods along with your order reference number.
2. Where items are large or fragile (as determined by Nest) we reserve the right to nominate a specialist furniture handler for return transit and pass the cost of delivery (up to 15% of the total order value) onto the Customer. This transportation charge will be charged each time the Customer accepts a returns collection date but then subsequently fails to meet.
3. The cost of returning the product(s) will be the responsibility of the Customer who must insure the transit of the goods.
4. As soon as we receive notice of your cancellation we will refund the cost of the goods (minus any delivery charges - if applicable). We will provide the refund within 30 days from the receipt of the notice of cancellation. Credit card orders will receive funds in the form of a credit.
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What is Nest's delivery policy for UK deliveries?
The charges for postage and packing will be determined at the time of order.
We aim to dispatch all items within the specified delivery schedule stated on your order confirmation. Please note that delivery estimates are not guaranteed. Special order items will take longer to deliver. You will be notified by e-mail once your goods have been dispatched from our warehouse at Nest. All products will be sent by recorded delivery or courier dispatch and will therefore require a signature upon receipt. We are happy to send items as gifts but, to avoid confusion, please forewarn the recipient that a parcel is on the way. Please note it may not be possible for us to deliver to some locations. We will contact you if there is a delay or items are out of stock.
From the moment a carrier attempts to deliver the goods they are the Customer's full responsibility and the Customer has to accept the goods when they are ready to be delivered.
Where the Customer does not comply with our attempts to deliver the goods we may, at our discretion, cancel the entire or part of the order and charge the Customer 10% of the total cost of the order to cover storage, shipping and insurance of the goods.
Normally deliveries do not include unpacking. However, Nest can offer you an on-site installation option for all products which require extra special assistance, due to their weight, size and fragility.
This service schedules a delivery appointment with you, delivers the item(s) inside your home or business, assembles the merchandise (if required), and then removes any packing materials.
Please bear in mind that this delivery service may take longer to arrange. The Nest OSI is charged at a flat rate of £175 and is available for any products which require extra special assistance.
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What is Nest's delivery policy for International deliveries?
Should you wish for your order to be delivered to a country outside the UK mainland, we now ship to over 50 countries worldwide, if your country is not listed please email us at info@nest.co.uk for details of transportation costs. Goods delivered overseas may be subject to import duties and taxes. Such taxes will be payable when the goods reach their destination. The liability for payment of such customs duties rests solely with you and Nest has no control or liability for them.
For all European and international orders goods in transit insurance is not included and is the responsibility of the buyer. Quotations for goods in transit insurance for all European and international destinations are available upon request.
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What is Nest's policy on privacy?
Nest is committed to protecting your privacy. The information we collect about you in order to process your order will only be used lawfully in accordance with the Data Protection Act 1998. Nest will not wilfully disclose any confidential information without your prior permission and your details will not be passed onto a third party for their use in promotional purposes.
Nest will not share any of your information with parties outside our organisation except to the extent required by law, police, court order or as requested by other government or law enforcement authority.
Your personal details may only be disclosed to other reputable third parties only for the purpose of processing your order. Nest requires all such third parties to treat your personal information as fully confidential and to fully comply with all applicable UK Data Protection or Consumer Legislation.
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What about pricing errors and changes?
All prices are quoted in British pounds sterling and are inclusive of UK Value Added Tax but exclude delivery charges. If the price quoted on the web site is incorrect and the correct price is lower than that quoted we will charge you the lower price. If the correct cost is higher than the quoted price we will either advise you of the true cost and await your confirmation of your order at the higher price or inform you that we cannot accept your order and explain the circumstances surrounding such cancellations.
We reserve the right to make price adjustments if it is discovered that the price is incorrect or to protect us from price rises for reasons such as a supplier's price increase, new taxes and currency fluctuations.
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What about colour variations?
We make every effort to ensure colours appear as realistic as possible. However, due to the constraints of digital reproduction on different web browsers, we cannot guarantee exact colour depiction. Please be aware that the actual colour you see on the screen may differ to those of your ordered products. Every care is taken to ensure descriptions and measurements are accurate, however slight variations may occur. Packaging may vary from that shown.
For all items made from natural products, such as leather or wood, it is not possible to guarantee items will have the same colour, shade, pattern or finish as items viewed on our website, due to the inherent nature of such products. Also, we cannot guarantee to match goods exactly which have been ordered at different times.
We refer you to the Product Information section in the terms and conditions for further clarification on colours, patterns and finishes.
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