Shipping policy
Processing
All orders are processed within 1 to 2 business days of payment confirmation. Orders placed on weekends or UK public holidays will begin processing on the next available business day.
Orders placed before 22:00 (UK time) on a business day will begin processing the next business day. Orders placed after 22:00, or on a weekend or UK public holiday, will begin processing on the second business day that follows.
You will receive a dispatch confirmation email containing your tracking number once your order has been collected by our carrier.
Shipping
Our products are fulfilled from East Asia. Once dispatched, orders are typically delivered within 7 to 12 business days to mainland UK addresses.
Delivery
Most orders arrive within 8 to 14 business days from the point of purchase. Delivery timeframes are estimates and are not guaranteed. Delays can occasionally occur due to high demand periods, weather conditions, or circumstances outside our control.
If your order has not arrived within 15 business days of your dispatch confirmation, please contact us at hello@nestandwillow.com and we will investigate promptly.
The contact and delay language sits naturally under Delivery since that's the section a worried customer would read first.
Shipping Costs
| Order Value | Shipping Cost |
|---|---|
| £89.00 and above | Free standard tracked shipping |
| £88.99 and below | £6.99 standard tracked shipping |
Shipping costs are displayed clearly at checkout before you complete your order. No additional charges are added after purchase.
Duties and Import Charges
All orders to UK addresses are shipped on a Delivered Duty Paid (DDP) basis. This means all applicable import duties, customs clearance fees, and VAT are included in the price you pay at checkout. You will not be asked to pay any additional charges upon delivery.
Tracked Shipping
All orders are sent with full end-to-end tracking as standard. Your tracking number will be included in your dispatch confirmation email.
To track your order:
- Open your dispatch confirmation email and locate your tracking number.
- Visit our Track Your Order page
- Enter your tracking number and email address to view live delivery updates.
Alternatively, you can track directly on the carrier's website using the tracking number provided.
Delivery Partners
We work with a number of trusted carriers to deliver your order safely and on time. Depending on your location and the size of your order, your parcel may be delivered by Royal Mail, Evri, or DHL.
Delayed Orders
If your tracking has not updated for more than 3 business days or your order has not arrived within 15 business days of your dispatch confirmation, please take the following steps:
- Check your tracking number via our Track Your Order page or the carrier's website directly.
- Confirm your delivery address was entered correctly at checkout.
- Check with neighbours or your local delivery depot in case a delivery attempt was made.
- If your order is still unaccounted for, contact us at hello@nestandwillow.com with your order number and tracking number. We will open an investigation with the carrier within 1 business day.
Lost Parcels
If your order is confirmed as lost by the carrier, we will offer you a full replacement or a complete refund, at your choice. We aim to resolve confirmed lost parcel cases within 5 business days of the carrier's confirmation.
Multiple Item Orders
If you order multiple items, they will be packaged together wherever possible and dispatched as a single shipment. In the rare event that items need to be sent separately, you will be notified and provided with individual tracking for each parcel.
Undeliverable Parcels
If a parcel cannot be delivered, our carrier will make further attempts or hold the parcel at a local facility for collection. Please ensure your delivery address is correct at the time of ordering.
- Incorrect address provided by you: we are unable to accept responsibility for parcels that cannot be delivered due to an incorrect or incomplete address. Re-delivery may be arranged at your cost.
- Failed delivery not caused by you: if your parcel cannot be delivered due to a carrier error, we will arrange a replacement or issue a full refund.
- Lost in transit: if your order is confirmed as lost by the carrier, we will send a replacement or issue a full refund at your choice.
Damaged Parcels
If your order arrives damaged, please photograph the outer packaging and the contents before use and contact us at hello@nestandwillow.com within 48 hours of delivery. We will resolve the issue promptly in line with our Returns and Refunds Policy.
Contact Us
Nest & Willow is a trading name of TEECOMMERCE 01 LIMITED
Registered Office Address: Unit 2904-05, 29/F Universal Trade Centre, 3 Arbuthnot Road, Central, Hong Kong
UK Correspondence Address: 27 Old Gloucester Street, Holborn, London, United Kingdom, WC1N 3AX
Email: hello@nestandwillow.com
Phone: 0333 090 2272
Hours: Monday - Friday, 09:00 - 17:00 (UK time)
We aim to respond to all enquiries within 24 hours
You can also reach us using the form on our Contact Us page.