Whether you have a question about a product, your available delivery options or any of our services, you're in the right place. We’ve created a list of frequently asked questions, to provide help and advice during your purchase journey with us.
If your question is not answered here, don’t worry – our friendly team are on hand to help. See our contact page for more information.
Becoming a Nest Member couldn’t be easier and provides access to member benefits. You’ll have your own account giving you access to your customer details, eGift Cards and savings, as well as a place to create and manage Wishlist’s, control to update your personal details and all importantly, to track the progress of your orders. For more information, visit our Nest Membership page.
What are Nest Points?
As a Nest Member, you will earn 2 points for every £1 spent (you must be signed into your account when shopping to earn points). Points are calculated based on the order total (excluding delivery price) after any discounts are applied.
How do I earn Nest Points?
Once 2500 points are reached, a £25 eGift Card will be automatically generated within your account area and sent via an email notification, ready to spend at Nest (exclusions may apply). There is no minimum spend to redeem your £25 eGift Card. Points are issued to your Nest account once an order has been invoiced and dispatched. eGift Cards are issued after you reach 2500 points from when your last order is invoiced.
How long are my Nest Points valid for?
Points are calculated based on a rolling 12-month spending period, any points not converted into an eGift Card will expire 1 year after they have been received if you are yet to reach 2500 points at the end of the 12 months.
You have 1 year to spend your £25 eGift Card before it expires. eGift cards and their expiry dates can be viewed in your Nest account.
How do I redeem Nest points?
£25 Nest Membership eGift Cards are accessible in your Nest account. Your eGift Card will have a code which can be ‘copied’ and applied into the ‘Do you have a gift card?’ section of our online checkout. Nest points cannot be redeemed until transferred into an eGift card.
How will I know I have a Nest eGift Card to spend?
eGift Cards will appear in your Nest Membership ‘Gift Card’ page. Please ensure the correct email and mobile number are added to receive notifications when you have an eGift Card available to use.
We occasionally use promotional codes 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.
Unfortunately, promotional codes cannot be used with the Apple Pay payment option due to this checkout process. Please use an alternative payment method if you wish to apply a promotional code discount.
Promotional code rules
How do I apply a promotional code?
Enter your promotional code on the checkout page under the heading ‘Have a promo code?’. Once you've done this, any qualifying discounts will apply to your order. A successful application will show the ‘promo’ code discount within the order summary costings. Please note - you must enter your promotional code when you are checking out, it cannot be applied at a later date.
As our promo codes vary, so do the terms and conditions of each, so make sure you check when you receive the code. Occasionally certain brands will be excluded from these offers. Please refer to our offers and promotions page for a list of exclusions.
If you are having problems with a promotional code please contact a member of our team.
Here at Nest, we offer electronic gift cards (eGift Cards) which can be purchased directly through our site. These are available in a variety of denominations, making the perfect gift no matter what they may have their eye on.
Limitations
How do I give the eGift Card to the recipient?
A Nest eGift Card can be delivered to your chosen recipient straight to their email inbox immediately or on a specified date of your choice. Once your order has been processed and we have taken payment, the eGift Card will be emailed to the recipient’s email address you have entered. Please note - eGifts cards requested for immediate delivery are usually processed and shared within 30 minutes.
How do I redeem my Nest eGift Card?
Nest eGift Cards can be used to purchase any product that is not an eGift Card, online at Nest.co.uk. Add the item(s) you wish to purchase to your basket. To apply the eGift Card, simply input the code at the checkout where you see ‘Do you have a gift card?’. Once applied, the value of the eGift card will be deducted from the total cost to pay, you can then complete your checkout procedure as normal.
When do Nest eGift Cards expire?
Nest eGift Cards are valid for 24 months from the date of purchase, they will automatically expire once this time has elapsed.
Do I have to spend the full amount?
If your eGift Card value is lower than your order total, this can be used to pay part of your order total with the remaining paid by another payment method. If your eGift Card value is greater than your order total, you don’t have to spend it all at once. Placing your order while logged into your customer account will ensure any remaining balance amounts are stored here to allow you to keep track of any unused value. To use the remaining value later, simply log back into your account and at the checkout, input again the same voucher number to apply the remaining funds as payment.
I’ve changed my mind, can you refund my Nest eGift Card?
Nest eGift Cards cannot be returned or refunded, except in accordance with your statutory rights. The value of the eGift Card cannot be converted back to cash.
I have lost a Nest eGift Card. What do I do?
If you are the recipient of a Nest eGift Card, please ask the purchaser if they still have the details of your eGift Card on email. If not, please ask the purchaser to contact our Customer Care Team. They may be able to reissue your eGift Card. Please note that we can only re-issue eGift Cards that have not been redeemed and the original expiry date will still apply.
Please see our Terms & Conditions (Section 20) for full details surrounding eGift Cards.
What forms of payment are accepted?
We currently accept payments through Visa, MasterCard, Maestro, American Express (GBP only), PayPal, PayPal Credit and Apple Pay. We also accept payments via BACS (Bank Transfer) through our Sales Team, please get in touch for more details.
Do you offer a commercial/contracts/trade discount?
Yes, we do. Please sign up for a Nest Contracts account or call our sales team on 0114 243 3000 and select option 1. Once your account request has been approved and set up, you will gain access to our 24-hour self-serve portal and/or your dedicated account manager - both providing access to immediate commercial pricing.
Our website automatically calculates whether you are required to pay VAT (Value Added Tax) based on the delivery destination of your order.
Will I have to pay VAT on my purchase/s?
It depends on where your goods are getting shipped to. If we’re shipping outside the United Kingdom (UK) or Ireland (IE) then you won’t have to pay United Kingdom (UK) or Ireland (IE) Value Added Tax (VAT). The prices on our website will reflect this at checkout, depending on your chosen delivery country.
All orders travelling outside the UK and Ireland will be subject to paying VAT at their country’s rate upon import. This will be payable along with the duty and import fees due on your order. All our international orders (excluding Ireland) 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 info@nest.co.uk.
Not all items sold are stocked by us. Where an item holds a ‘Made to Order’ lead time, this requires production. Production of the item is requested following your purchase at the checkout.
What does ‘Made to Order’ mean?
‘Made to order’ times shown on our website are the estimated amount of time it takes for your item/s to be produced and delivered from the brand to us (excludes delivery from us to you). Production times can be subject to change depending on the demand and availability of materials. For more information, please visit our Made to Order page.
How can I understand when I will receive my order?
Within 14 days of your order being placed, our team will be in touch with a more accurate estimate of when we can expect to receive your order based on current production timings and contributing factors. Please be aware, this is an updated estimated lead time for your order specifically and remains subject to change.
Can lead times change?
There are multiple factors affecting how quickly your item can be produced by the brand and delivered to our UK Warehouse for onward shipping. With this in mind, lead times can change and vary. For placed orders, we will ensure that any changes to lead time concerning your order are communicated to you at the earliest opportunity.
Are there occasions when delays are more likely?
Yes, many of our brands may take part in a bi-annual shutdowns, with one in the summer and one in the winter. These can result in extended lead times.
European Summer Shutdowns see a small number of our brands close for approximately 2-4 weeks during July and August which can result in delays / longer lead times in and around these months.
Christmas Closures usually see the majority of our brands close for up to two weeks over the festive season which can result in delays / longer lead times.
What if I have a deadline to meet?
Please contact our team 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.
Can I cancel my order?
If you change your mind about your purchase within 14 days of ordering, we can assist you with cancellation. Depending upon the products purchased, however, additional charges may apply.
How can I cancel my order?
If you wish to cancel your order, please contact our team as quickly as possible quoting your order reference number.
If your 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.
Can I return my item/s?
Returns and refunds are available for most items purchased providing we are notified by you within 14 days of you receiving your purchase. Some items however are not available for return, more information about this can be found in section 10 of our Terms and Conditions for how to return your goods and receive a refund.
How do I return my item/s?
Please contact our team with your order number and reason for return, we can then check if your order is eligible and advise of next steps.
When sending any item back to us, it is important that you save all the original packaging. Returned items must be un-used, in good condition and in all original packaging.
In the unlikely event that your product/s arrive and are found to be damaged, faulty, incorrect or missing, we have a team ready to help resolve the problem as quickly as possible.
What do I do if my item arrives damaged?
Please complete our online form, within 2 days of receipt of the goods. In the case of a fault that develops over time, we realise a 2 day reporting timeframe cannot be met and instead ask you to report to use as soon as you notice the fault.
What should I expect?
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.
What should I do with the damaged, faulty or incorrect item/s received?
A return may be necessary, please follow guidance provided by our Customer Care Team. You should not dispose of the items unless you are advised to do so by us. Please make sure all original packaging is retained to allow the item to it was when it arrived with you. If the packaging was damaged, extra packaging may be required.
How does nest.co.uk protect my card details?
All credit card payments are processed through Global Payments, which utilises a high-powered security system. The Nest website has a certificate issued by Sectigo RSA guaranteeing that your transactions are secure. Every time you enter an area of the site that carries or requires sensitive information, such as your credit card details, an icon resembling a padlock will appear somewhere within the browser window dependant on the browser you are using; you may also see the address bar turn green. Both indicate that the site is secure, if you wish you can click on the padlock to see more information.
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