Help and advice

Your satisfaction guaranteed

Nest Contracts is dedicated to supporting original design. Everything on our site is authentic and bears the maker’s mark. We stand behind the quality of everything we sell, whilst your satisfaction with our products and service (and that of your end client) is paramount to us.

Frequently asked questions

• Trade/contracts discount
• Payment options
• VAT
• Lead times
• Cancellation
• Refunds and returns
• Product problem
• Security and privacy. How do Nest Contracts guarantee my security details?

Do you offer a commercial/contracts/trade discount?

Yes, once you have registered for a Nest Contracts account, you have access to our 24-hour self-serve Trade Pro website and/or your dedicated account manager, both of which provide immediate commercial pricing. If you have any questions or require support, please call the Nest Contracts team on 0114 243 3000 option 1.

Payment options

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); please get in touch for more details.

VAT

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?
As a business, you will have registered to use the Nest Contracts website. As such we will have requested a valid company registration number, which our accounts department verify with HM Customs & Excise in the UK.

The product prices on the Nest Contracts website are given with and without VAT. 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 checkout, depending on your chosen delivery country.

All orders travelling outside the UK will be subject to VAT at their country’s rate upon import, except for the Republic of Ireland. This will be payable along with the duty and import fees due on your order. All our international orders (excluding the Republic of Ireland) are shipped under Incoterms® 2020 and travel under the Delivered At Place (DAP) term unless pre-agreed with you at the time of order. Orders travelling to the Republic of Ireland travel by the Delivery Duties Paid (DDP) term, duties and taxes are pre-paid and are included in the price you pay on our site at the time of purchase.

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.

Lead times

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 (excluding delivery from us to you). Production times can be subject to change depending on the demand and availability of materials.

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 that 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 biannual shutdown, 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.

Cancellation

Can I cancel my order?
The Nest Contracts website is a B2B trading platform and is only for use by businesses. A business does not have an automatic right to cancel unless the product/s are deemed to be faulty. In which case, please refer to Section 10 of the terms and conditions.

Refunds and returns

How do I return my item/s?
The Nest Contracts website is a B2B trading platform and is only for use by businesses. A business does not have an automatic right to a refund or return unless the product/s are deemed to be faulty. In which case, please refer to Section 10 of the terms and conditions.

Product problem

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 us 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 the 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 be returned to the condition it was in when it arrived with you. If the packaging was damaged, extra packaging may be required.

Security and Privacy

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, depending 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.