FAQ

Frequently Asked Questions

Everything you need to know before and after you order. Can't find your answer? Email us at support@neatenest.com and a real person will help.

Delivery

How long will my order take to arrive? Most orders are dispatched within 1–3 business days, and delivery typically takes 3–7 business days after that — so you'll usually have your order within 4–10 business days. Everything ships from our UK warehouse, and you'll get a tracking link by email as soon as your order ships, so you can follow it the whole way.

How much does delivery cost? Delivery is free on all UK orders over £50. For orders under £50, a small delivery charge is shown at checkout before you pay — so you'll always see the full cost before you confirm your order.

Where do you deliver? We currently deliver across the UK. If you're not sure whether we reach you, just ask before ordering.

Will I need to be home for delivery? For larger items, the courier will usually arrange a delivery slot with you. For smaller parcels, they can often be left in a safe place. Your tracking email will have the details.

Assembly

Does the furniture come assembled? Most of our pieces arrive flat-packed for safe delivery, with clear step-by-step instructions and all the fittings you need in the box. Assembly time and tools needed are listed on each product page, so you know what to expect before you buy.

Is it hard to put together? Not at all — most pieces go together with a screwdriver in well under an hour. The instructions are written to be followed step by step, and if you get stuck, email us and we'll help.

Returns & damage

Can I return something if I change my mind? Yes. You have 14 days from delivery to let us know, and another 14 days to send it back. The item needs to be unused and in its original packaging. For change-of-mind returns, you cover the return postage — so we'd suggest keeping the packaging until you're sure. Full details are on our Returns & Refunds page.

What if my item arrives damaged? That's on us, not you. Email support@neatenest.com within 48 hours of delivery with your order number and a few photos, and we'll arrange a free replacement or full refund — nothing to pay for return postage.

How long do refunds take? Once we've received your return (or proof it's on its way), we process refunds within 14 days, back to your original payment method.

Orders & payment

What payment methods do you accept? We accept all major credit and debit cards, along with the express payment options shown at checkout. Your payment is processed securely; we never see or store your card details.

Can I change or cancel my order? If it hasn't shipped yet, we'll do our best. Email support@neatenest.com as soon as you can with your order number.

Will I get an order confirmation? Yes — a confirmation email lands as soon as you order, and a second one with tracking when it ships. If you don't see them, check your spam folder, then get in touch.

Still need help?

Email support@neatenest.com and we'll get back to you within 1 business day (Monday to Friday). We'd always rather help than leave you guessing.