Shipping policy

Shipping Policy

Thank you for shopping with NeatNest.

This Shipping Policy explains how we process, ship, and deliver orders placed through our website.

1. Order Processing

Once your order has been placed, we will begin processing it as soon as possible.

Orders are usually processed within 1–2 working days after payment has been confirmed. Processing times may be slightly longer during busy periods, public holidays, sales events, or due to supplier or courier delays.

You will receive an order confirmation email after placing your order.

2. Delivery Time

Our estimated delivery time is 3–7 working days after your order has been processed.

Delivery times are estimates only and are not guaranteed. While we aim to deliver all orders within the stated timeframe, delays may occasionally occur due to courier issues, supplier delays, high demand, customs processing, weather, public holidays, or events outside our control.

Unless otherwise stated or agreed, we will deliver your order within 30 days of purchase.

3. Shipping Locations

We currently ship to the locations made available at checkout.

If your delivery address is not accepted at checkout, this means we are currently unable to ship to that location.

4. Shipping Costs

Shipping costs, if applicable, will be shown at checkout before you complete your order.

Any available free shipping offers, discounts, or promotions may be subject to additional terms and conditions.

5. Tracking Information

Once your order has been dispatched, you may receive a shipping confirmation email with tracking information, where available.

Please allow time for tracking information to update after dispatch. In some cases, tracking may take 24–48 hours to show movement.

6. Multiple Shipments

Some orders may arrive in separate packages, especially if they contain multiple items or items fulfilled by different suppliers or fulfilment partners.

If your order arrives in separate parcels, you will not be charged extra shipping unless clearly stated at checkout.

7. Incorrect Delivery Information

Please make sure your delivery address is accurate and complete before placing your order.

NeatNest is not responsible for delays, failed deliveries, or lost parcels caused by incorrect or incomplete delivery details provided by the customer.

If you notice an error in your delivery address after placing an order, please contact us as soon as possible. We will do our best to help, but we cannot guarantee that changes can be made once the order has started processing or has been dispatched.

8. Failed Deliveries and Returned Parcels

If a parcel is returned to us due to an incorrect address, failed delivery attempt, refusal of delivery, or failure to collect the parcel, we may contact you to arrange redelivery.

Additional shipping charges may apply for redelivery.

If we are unable to arrange redelivery, we may cancel the order and issue a refund, excluding any shipping costs already incurred where permitted by law.

9. Delayed Orders

If your order has not arrived within the estimated delivery timeframe, please allow a small amount of extra time as couriers may experience occasional delays.

If your order is significantly delayed, please contact us with your order number so we can look into it.

10. Lost or Missing Parcels

If your tracking information shows that your parcel has been delivered but you have not received it, please check with household members, neighbours, your building reception, or your local delivery office first.

If you still cannot locate the parcel, please contact us and we will investigate the issue with the courier or fulfilment partner where possible.

11. Damaged Items During Delivery

If your order arrives damaged, please contact us as soon as possible with your order number and clear photos or videos of the damaged item and packaging.

We will review the issue and may offer a replacement, refund, repair, partial refund, or another suitable solution depending on the situation and your legal rights.

12. Order Changes and Cancellations

If you need to change or cancel your order, please contact us as soon as possible.

We cannot guarantee that changes or cancellations can be made once your order has started processing or has been dispatched.

13. Contact Information

If you have any questions about shipping or delivery, please contact us at:

Email: [insert your support email]
Address: [insert your business or virtual office address]