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Tel: 0114 243 3000 - option 1
Email: info@nest.co.uk
Live chat: Available 10am-5pm (GMT) Monday to Friday; click on the speech bubble in the bottom right-hand corner of your screen.
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. Unfortunately we are also struggling to obtain fabric and leather samples at the current time. 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.
For more information visit our dedicated Brexit page.
Please note: Nest.co.uk is a UK based company and therefore any UK customers (including Northern Ireland) will not be asked to 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.
To all our loyal customers,
The continued spread of Coronavirus (COVID-19) is still confronting us with unusual challenges and is affecting our daily lives.This time continues to be rather testing for us all.
We’ve received an exceptionally high volume of website orders and record amounts of enquiries in the last few months which has caused us and in-turn you, delays with your orders and our response times. We are deeply sorry for this, please accept our sincere apologies.
We continue as a business to find the COVID-19 impact increasingly challenging, as the disruption this has caused has affected the production of some items and thus increased lead times.
I want to reassure you that we never want to deliver bad news to you, however, there are a number of things at the moment that our out of our control. What I can say is we’re still passionate about delivering excellent service and although we may be slower to respond we will strive to fix things and make good any issues that you’ve encountered.
Together with our suppliers and delivery partners, we are working very hard to deliver your orders on time and to ensure the usual high quality of service. In addition to the well-being of you our customers, we also always have the health of our employees in mind.
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 to getting orders to you and you need to expect some 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 seeing inbound deliveries be affected by the back-logs at ports and also the paperwork element of Brexit. Unfortunately we are also struggling to obtain fabric and leather samples at the current time. 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.
We have a dedicated Brexit team that are doing their best to navigate the changes that Brexit will bring. As this is, at present, a constantly evolving situation - as we gain understanding we will aim to offer the best solution to our customers and making improvements where possible moving forward.
I understand delays and slower response times can lead to frustration and disappointment, however, I do ask for some compassion and understanding. We are a small, independent business working tirelessly to deliver to you and our team are working flat out.
To strengthen our service to you, we have implemented a number of new processes and we’re actively recruiting and expanding our teams in distribution, customer care and purchasing to help ensure we continually improve our service levels.
As always, our team are here to help. Please contact us via email, over the phone or via LiveChat if you have any questions and we will do our best to answer your queries.
We are confident we can and will continue to deliver the best in design to you and your homes/projects and we very much look forward to the opportunities that the rest of 2021 will bring.
With love
Toni (MD) x
Our dedicated customer services 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 Nest web order number and our team will be in touch within 24 hours (excluding weekends).
Tel: 0114 243 3000 - option 2
Email: info@nest.co.uk
Live chat: Available 10am-5pm (GMT) Monday to Friday; click on the speech bubble in the bottom right hand corner of your screen.
Nest.co.uk Ltd
9 Parkway Rise
Sheffield
S9 4WQ
United Kingdom
Registered in England no. 04709529
VAT registration no. GB813877310
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