If you have any questions about a product you have seen on our website, want some free advice from one of our interiors experts or have an enquiry about anything else, you're in the right place. Please see the information below.
Our Customer Care Team are available Monday to Friday from 8.30am until 5pm. If you have any questions, please get in touch:
Tel: 0114 243 3000 - select option 2
4 Ripon Street
Please see our delivery page for all the information you'll need about our various delivery services and what you can expect.
We occasionally use these to give you exclusive offers and discounts. Each promotional code will be unique to a specific offer and can be redeemed online during the checkout process. You will need to enter your promo code on the checkout page under your order details. You will see the words, 'Got a promotional code?' Click on this and enter your code in the box that appears and then click the arrow. Once you've done this, it will apply the discount to your order. You'll be able to check this underneath as the discount value will be listed and the price of your goods amended. You must enter the promo code when you are checking out as it cannot be applied later.
Unfortunately promotional codes cannot be used alongside Apple Pay due to a different checkout process. Please use an alternative payment method to apply your promotional code discount.
Promotional code rules
Occasionally certain brands will be excluded from these offers. Please refer to our offers and promotions page for a list of brand exclusions.
If you are having problems with a promo code please get in touch.
Please see our Terms & Conditions – Section 20 for full details surrounding Gift Cards.
How do I receive a Gift Card?
Once your order has been processed and we have taken payment, the electronic Gift Card will be emailed to the email address you have entered. You will not receive anything in the post for the Gift Cards that you order. Your order will usually be processed within 30 minutes.
How do I give the Gift Card to the recipient?
A Nest Gift Card can be delivered to your chosen recipient straight to their email inbox immediately or on a specified date of your choice. Nest Gift Cards are valid for 24 months from the date of purchase.
I am the recipient of a Nest Gift Card, how do I redeem it?
Nest Gift Cards can be used to purchase any product, online at Nest.co.uk with no exceptions. Select the item(s) you wish to purchase and add them to your basket. To apply the Gift Card, simply input the code on the payment page of the checkout. Then complete your checkout procedure as normal.
I have paid for an order using a Nest Gift Card. What happens if I want to return my order?
For orders which are refunded, the refund will be issued via the same payment method as used to pay for the order. Therefore if you have paid, or part-paid, for an order using a Nest Gift Card, any refund will be issued back to the Gift Cards to the same value.
You can find more details on our returns policy here.
I have lost a Nest Gift Card. What do I do?
If you are the recipient of a Nest Gift Card, please ask the purchaser if they still have the details of your Gift Card on email. If not, please ask the purchaser to contact our Customer Care Team by email at firstname.lastname@example.org, over the phone on 0114 243 3000 or via Live Chat. They may be able to reissue your Gift Card. Please note that we can only re-issue Gift Cards that have not been redeemed and the original expiry date will still apply.
Can I return my Nest Gift Card?
Nest Gift Cards cannot be returned or refunded, except in accordance with your statutory rights. The value of the Gift Card cannot be converted back to cash.
It depends on where your goods are getting shipped to. If we're shipping outside the United Kingdom (UK) then you won't have to pay United Kingdom (UK) Value Added Tax (VAT).The prices on our website will reflect this at the checkout depending on your chosen delivery country.
Please note: From 1 January 2021 all orders travelling outside the UK will be subject to pay VAT at their countries rate upon import. This will be payable along with the duty and import fees due on your order. All our international orders are shipped according to the Incoterms® 2020 standards and travel by the Delivered At Place (DAP) term unless pre-agreed with you at the time of order.
It is your responsibility as the importer to ensure the correct rate of VAT and duty is paid upon import and we'd advise you to check the values with your local customs office.
If you are a business and wish to make a purchase you must have a valid company registration number which our accounts department will verify with HM Customs & Excise in the UK. Our Nest Contracts team can help you by emailing email@example.com.
We currently accept payments through Visa, MasterCard, Maestro, American Express (GBP only), PayPal and Apple Pay. We also accept payments via BACS (Bank Transfer) through our Sales Team, please get in touch for more details.
Yes, we do, please sign up for a Nest Contracts account or call our sales team on 0114 243 3000 and select option 1.
In order to ensure a smooth and trouble-free clearance of your personal goods through Korean Customs, we require your PCCC code before we ship your order. The Korean Customs Service require your Personal Customs Clearance Code (PCCC). This will be required instead of a Resident Registration Number (RRN) when making customs declarations in respect of shipments of personal goods to and from Korea. The Korean government introduced this in order to protect personal information.
The PCCC comprises 12 digits starting with the alphabet letter P (e.g.P123123123123) and is issued by the KCS to those planning to ship personal goods into or out of Korea.
Korean citizens can generate a PCCC almost instantaneously via the designated website (https://p.customs.go.kr) by quoting details of his/her Accredited Certificate (Please note -this is viewable in the Korean language only). Alternatively, a PCCC number can be obtained within one to two business days by sending an email or fax to the Main Customs Office of the Administrative District listed on the designated website.
If you are ordering more than one of the same light, South Korean regulations require these to be imported as separate orders. This can affect import fees, customs duties and taxes applied to your delivery. We recommend speaking with your local customs office for more information.
We continue to process your orders as usual, with minimal disruption. We continue to monitor this situation and we’re actively working as a team to ensure orders get to you as smoothly as possible.
For more information visit our dedicated Brexit page.
In order to ensure a smooth and trouble-free clearance of your personal goods, we require your EORI number before we can dispatch your order. This applies to all shipments travelling to Europe (including Northern Ireland) by freight services. Your local customs office requires your Economic Operators Registration and Identification number (EORI) when making customs declarations in respect of shipments of personal goods to and from your country. The government introduced this in order to protect personal information.
Please see the following link for more information: https://www.gov.uk/eori
We have been advised by all hauliers that currently this is required for all customers, both residential and business. Without an EORI number, hauliers cannot collect or ship any goods.
If you do not have an EORI number already, please don’t worry as these can be requested from your local Revenue and Customs office. How these are created/ obtained will depend upon where you are importing your goods, please speak with your local customs office for more information. Any orders placed whereby EORI numbers cannot be obtained will need to be cancelled and refunded as we are unable to ship overseas without this detail.
Where an item is labelled ‘made to order’ this means that this item will be made specifically for you by the supplier.
Production or ‘made to order’ times shown on our website are the estimated amount of time it takes for your item/s to be produced, excluding delivery from the brand to us and us to you. Production times can be subject to change depending on the demand and availability of materials.
We are unable to offer refunds or exchanges once an order has been placed if:
We apologise for any inconvenience this may cause but rest assured, your item will be expertly crafted from the finest materials just for you.
European Summer Shutdowns
The Summer Shutdown is a tradition that dates back decades. Each year, we see a small number of our international brands close for approximately 2-4 weeks during July and August. During this period, the production and delivery of your item/s could be subject to delays. If we are notified by the brand that your order is affected by this, we will be in touch without delay to advise you. Rest assured, we and the brands we work with strive to deliver your goods to you at the earliest opportunity. We thank you for your understanding and apologise for any inconvenience this may cause.
It is usual over the festive season to see our brands close for up to two weeks. As a result of this, the production and delivery of your item/s could be subject to delays. For orders already placed, if we are notified by the brand that your order is affected by this, we will contact you without delay to advise. If you have not yet placed your order and are working toward a deadline, please contact our team via phone on 0114 243 3000 or via email at firstname.lastname@example.org, who can check the lead times, provide advice and support you in achieving your delivery date. Rest assured, we and the brands we work with strive to deliver your goods to you at the earliest opportunity. We thank you for your understanding and apologise for any inconvenience this may cause.
If you wish to cancel an order before the order has been processed please email us at email@example.com as quickly as possible quoting your order reference number. If the order has already been acted upon you will need to follow the instructions in ‘Your rights to end the contract' in section 9 of our Terms and Conditions
Please see section 10 of our Terms and Conditions for how to return your goods and receive a refund.
Please contact firstname.lastname@example.org to let us know your reasons for returning. When sending any item back to us, it is important that you save all the original packaging. Please ensure that it is packaged as it was when it arrived with you. Our Customer Care Team can provide guidance on this.
If your goods arrive damaged or faulty, Nest is here to fully support you. If the goods arrive in a way you were not expecting, please ensure you let us know as soon as possible, and always within 2 days of receipt of your product(s).
All claims are handled by our Customer Care Team, so should you face any issues please ensure you email the team directly at email@example.com or fill in the form on our damages, faults, and errors page.
Please provide us with the following when raising a claim:
Our Customer Care Team will aim to confirm receipt of your email within 48-72 business hours, following this a resolution should be provided to you within 5-7 working days. Time must be allowed for investigation by Nest, as well as the brand and delivery agents before a resolution can be provided.
The return of goods may be necessary under the claim. When sending any item back to us, it is important that you save all the original packaging. Please make sure it is packaged as it was when it arrived with you. If the packaging was damaged, extra packaging may be required. Our Customer Care Team are on hand to give guidance on this.
We offer a free collection service from our Sheffield warehouse. Collection is available between 9am and 4pm, Monday to Friday (excluding public holidays).
Collection is free. If you place your order before 5pm and the items you're ordering are in stock, you'll be able to collect them any time after 12 noon the very next day (Monday-Friday only). If you place an order for items that have a lead time but you wish to collect them, we will contact you as soon as they arrive with us and you'll be able to collect from our Sheffield warehouse straight away.
Once your order is ready to collect, you’ll receive an email confirming the collection address and opening hours. When you collect your items, please provide your order number and a form of identification as proof of purchase.
Please note: We cannot help you to load the goods due to insurance liability. Please see section 7.4 in our Terms & Conditions for full details.
We are sorry you have not yet received your order. We provide estimated production time frames to give you guidance on when your order is expected to arrive. However, there are sometimes circumstances beyond our control which means that these are subject to change. We work closely with our suppliers to ensure that delays are kept to a minimum but there are times where they are unavoidable.
Our Customer Care Team aim to contact you with a delivery ETA 14 days after your order has been placed. We will try to give you as much notice as we can if a delay has affected your order. If you would like an update on your order status, please email us at firstname.lastname@example.org or call to speak with customer services 0114 243 3000 and select option 2.
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