Throughout the last few months, we have continued to process your orders as usual with minimal disruption. Goods in stock are prepared for dispatch within 24 working hours. However, our shipping partners are now seeing back-logs which may result in delays, in some cases these are more severe than others. This has been compounded by hold-ups at port due to Brexit and COVID-19. We continue to monitor this situation and we’re actively working as a team to ensure orders get to you as smoothly as possible.
We are now also experiencing inbound deliveries affected by the backlogs at ports and also the paperwork element of Brexit. Our suppliers are supportive and are looking at alternative options wherever they can to get the goods to us.
For those customers who have not yet received delivery of their goods, please do not panic. Rest assured, the brands and couriers are working hard to deliver your items to us at the earliest opportunity but are currently contending with the new import/export rules and procedures resulting in longer to wait than usual.
Here we answer some of our most frequently asked questions about Brexit. If your query isn’t included here, our knowledgeable team are on hand to help via email, over the phone on 0114 243 3000 or via Live Chat. Our dedicated Customer Care Team are available 9am–5pm (UK time) Monday to Friday.
Please note: nest.co.uk is a UK company, based in Sheffield, South Yorkshire. We offer a range of currencies on our website but when you buy from us (even when in a non-sterling currency) you’ll always be buying through our UK website. We do not have dedicated European or US-based websites.
For UK customers (including Northern Ireland): nest.co.uk is a UK based company and therefore UK customers will not pay any additional charges associated with customs duties, import taxes or VAT. These charges are absorbed by Nest as part of our own import processes. If you are based in the UK or Northern Ireland, you will only ever have to pay the RRP shown on the product page, and a delivery fee based on the items ordered and your location. Nest will never ask you to pay more on top of this.
For EU/International customers: We are still delivering to countries outside of the UK, but you will need to pay customs duties, import taxes and VAT particular to your location. We recommend speaking with your local customs office for more information. Unfortunately, this is out of our control.
Are you based outside of the UK? From 1st January 2021, all international deliveries will be subject to customs duties, VAT, fees and taxes particular to your country. Please see our delivery page for more information.
For EU customers: Before 1st January 2021, EU customers would have been charged UK VAT alongside the cost of goods at the point of ordering. For all orders placed after the 1st January 2021, EU customers will only be charged for the cost of goods by Nest and VAT will be payable (alongside customs duties, fees and import taxes) upon delivery to your country. We recommend speaking with your local customs office for more information. Unfortunately, this is out of our control.
For EU customers: If your order was placed before 1st January 2021 and VAT has already been paid, you should only need to pay import tax. The VAT charges will be honoured for a small grace period. If for any reason you require proof of payment, we would be happy to supply an invoice. If this is something you require, please contact our Customer Care Team over email, over the phone on 0114 243 3000 or via Live Chat.
Currently, we are delivering under Inco Terms DDP to Northern Ireland. This means that Nest will import the goods on your behalf, you do not need to do anything, and all associated customs fees are paid for by us.
If you do not wish to pay the charges, you can request via Nest a ‘return to sender’. However, the return charges are the customers’ responsibility to pay and these can be deducted from the cost of the goods on return to Nest. The delivery fee would be non-refundable. It is advisable for you to check with your local customs authority prior to placing the order to find out expected fees.
As of the 1st January 2021, the UK is no longer part of the EU, this means that the EU FTA (Free Trade Agreement) no longer applies. A UK FTA is available only for orders where items are of UK origin. For this reason, we will be unable to apply your EU FTA to your invoice. We recommend speaking with your local customs office for more information.
Unfortunately, the production times seen on our products are not currently accurate in all cases. We are experiencing significant delays on standard lead times due to the combination of COVID-19 and Brexit. This varies hugely between brands and even individual products. We continue to monitor this situation and are working in collaboration with our suppliers to improve this.
We are also experiencing some disruption to delivery services from our delivery agents due to the current situation with both COVID-19 and Brexit. In some cases, these are more severe than others.
We continue to monitor this situation and we’re actively working as a team to ensure orders get to you as smoothly as possible.
Our standard returns policy still applies. Please see our Terms & Conditions for more information.
Our dedicated Customer Care Team are available 9am–5pm (UK time) Monday to Friday.
If you have any questions or queries regarding an existing order, please contact us quoting your name and your Nest web order number (WEB******)
Tel: 0114 243 3000 - option 2
Live chat: Available 10am-5pm (GMT/BST) Monday to Friday; click on the speech bubble in the bottom right-hand corner of your screen.
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