Frequently Asked Questions

We aim to process all orders within 1 to 2 working days. Once dispatched, shipping typically takes a further 7 to 12 working days. You can expect your order to arrive within 8 to 14 working days from the date of purchase. You will receive a confirmation email with tracking information as soon as your order is on its way.

Yes. We offer free standard shipping on all orders over £99. Orders below this threshold will have a shipping cost applied at checkout.

Yes. Once your order has been dispatched you will receive an email containing your tracking information. You can also visit our Track Your Order page at any time to check the status of your order.

Currently we ship within the UK only. We are working on expanding our shipping options and hope to offer international shipping in the near future.

While we do everything we can to get your order to you on time, occasional delays can occur due to factors outside our control such as high demand periods or carrier delays. If your order has not arrived within 15 working days of purchase please contact our support team and we will investigate and resolve this for you as quickly as possible.

If you have changed your mind, you can return an unused, sealed item within 30 days of delivery for a refund. If your item has developed a fault or arrived damaged, contact our support team and we will sort a replacement or refund quickly. Return postage is only down to you for change of mind returns, never for a fault.

Once we have received and inspected your returned item we will process your refund within 14 calendar days. Refunds are issued to the original payment method. Please note that return shipping costs are the responsibility of the customer unless the item is faulty or incorrect.

Change of mind returns need to be unused and still sealed, so we can keep everything in the range safe and as new for the next family. If you have opened something and there is a genuine problem with it, that is different: contact us and we will put it right.

We process orders quickly so changes and cancellations can only be made within 24 hours of placing your order. Please contact our support team as soon as possible and we will do our best to accommodate your request. Once an order has been dispatched we are unable to make changes or cancellations.

We are sorry to hear this. Please contact our support team within 48 hours of receiving your order and include photographs of the damaged item and packaging. We will arrange a replacement or full refund as quickly as possible at no cost to you.

Yes. Every product in the Nest & Willow range meets the safety standards and certifications required for the UK and the other markets we sell in. Safety is the first thing we check, and nothing goes into the range until it meets that bar.

Our products are designed for newborns and infants. Each product page includes specific age guidance and recommendations to help you choose the right product for your little one.

We hold every product in the range to the safety and quality standards required for the UK market and the other markets we sell in. Where it is relevant, you will find materials and other details on the individual product page.

Care and maintenance instructions vary by product. Please refer to the individual product page or the included instruction manual for specific cleaning and care guidance. If you have any questions our support team is always happy to help.

We accept all major credit and debit cards including Visa, Mastercard and American Express, as well as PayPal and Apple Pay. All available payment methods will be displayed at checkout.

Yes. Our store uses SSL encryption and all payments are processed through secure, PCI compliant payment gateways. We never store your card details and your personal information is always protected.

We are working on introducing buy now pay later options in the near future. Please check back or sign up to our newsletter to be notified when this becomes available.

You can reach our support team via the Contact Us page on our website. We are here to help with any questions or concerns you may have.

We aim to respond to all enquiries within 24 hours. Our support team is available every working day of the week so you can expect a prompt and helpful response regardless of when you reach out.

Yes. Every Nest & Willow product comes with a 2 year warranty against manufacturing faults, running from the day your order is delivered. If anything goes wrong in that time, contact our support team and we will arrange a repair or replacement. This sits on top of your statutory rights under UK consumer law.

The 30 day guarantee covers the early days: a change of mind on an unused, sealed item, or a fast replacement if anything is wrong in your first 30 days. The 2 year warranty covers manufacturing faults for a full year. Both start from the day your order is delivered.