Shipping policy
Thank you for shopping with us! We want your order to reach you as quickly and smoothly as possible. Here is everything you need to know about how we pack and send your orders.
Order Processing Time
- Dispatch window: We pack and send orders within 1 to 2 working days (Monday to Friday, excluding bank holidays).
- Cut-off time: Orders placed after 2:00 PM will be processed the next working day.
- Confirmation: You will get an email confirmation when you order, plus a second email with tracking info once your parcel leaves the shop.
UK Delivery Options & Costs
- Free UK Standard Delivery: On all orders over £150.
- Standard Delivery (Royal Mail Tracked 48): £4.95 (takes 2 to 4 working days after dispatch).
- Express Delivery (Royal Mail Tracked 24): £6.95 (takes 1 to 2 working days after dispatch).
- Click & Collect: Free from the shop (ready within 24 hours; we will email you when it is waiting).
European Delivery Options & Costs
- Standard European Delivery: £12.95 flat rate.
- Free European Delivery: On all orders over £150.
- Delivery timeframe: Parcels usually arrive within 5 to 10 working days after dispatch.
- Courier used: Sent via Royal Mail International Tracked (and passed to your local national postal service).
Customs, Duties & Taxes (For European Orders)
- Import fees: Orders shipped outside the UK are subject to local import duties, taxes, and handling fees.
- Payment responsibility: The customer must pay these extra charges upon delivery to receive the parcel.
- Refused parcels: If you refuse a shipment due to customs fees, the cost of return shipping will be deducted from your refund.
Tracking Your Order
- All UK and European parcels are sent using a tracked service.
- You can follow your parcel’s journey using the link provided in your dispatch email.
Incorrect Addresses & Missing Parcels
- Please double-check that your delivery address is correct at checkout. We cannot be held responsible for lost parcels if an incorrect address was provided.
- If your European parcel does not arrive within 14 working days of your dispatch email, please email us at support@thenestpamphill.co.uk with your name and order number so we can look into it for you.