Shipping Policy

We ship fast, we ship tracked, and we keep it real. We are for the culture, by the culture, but we protect the community and the brand from delays, damage games, and fraud. If something goes wrong, we will always aim to resolve it fairly and quickly, in line with your statutory rights.

Where we ship from and where we ship to

We dispatch orders from the United Kingdom. The delivery options available to you, and any destination restrictions, are shown at checkout.

Dispatch times

We usually dispatch within 48 hours of your order being accepted, excluding weekends, bank holidays, and peak periods.

Sometimes stock moves fast. If an item is out of stock or there is an unexpected fulfilment issue, we will email you as soon as possible with options, which may include:

• waiting for restock

• swapping for an alternative item with your approval

• cancelling and refunding the affected item

Tracked delivery and proof

We use tracked delivery as standard and we provide tracking details once your parcel is processed by the carrier. Tracking updates are provided by the carrier and may not update instantly.

For higher value orders or depending on the delivery service, the carrier may use signature confirmation, photo confirmation, time stamps, or other delivery evidence.

Delivery timeframes

Delivery estimates are shown at checkout. These are estimates, not guarantees. Delays can happen due to carrier networks, disruption, weather, customs, or events outside our reasonable control. If a delay happens, we will support you with the investigation and communication, but we cannot control carrier timelines.

Correct address and delivery instructions

You are responsible for providing a complete and correct delivery address and any access information. If you give an incorrect address or incomplete details and the parcel is misdelivered or returned, you may be responsible for additional delivery costs.

If you choose a nominated safe place or you add delivery instructions, you accept the risk of that instruction to the extent permitted by law.

Risk and responsibility, consumer orders

For consumer orders, goods remain at our risk until they are delivered into your physical possession, or into the possession of someone you nominate to receive them. If the parcel is genuinely lost before delivery, we will resolve it appropriately.

If your parcel arrives damaged

If your parcel arrives damaged, do not use the item. Keep everything.

What to do

• Contact us promptly with your order number

• Send clear photos of the outer packaging, inner packaging, and the item exactly as received

• Keep all packaging and inserts until we confirm next steps

• If the carrier requires an inspection or collection, you must cooperate so we can progress the claim

What we will do

• We will review your evidence and, where appropriate, open a carrier investigation

• We may ask you to return the item for inspection before we finalise a remedy

• If damage in transit is verified, we will resolve it, usually by replacement, partial refund, or full refund depending on stock and the facts

We do not accept “damage” claims where evidence indicates the item was used, mishandled after delivery, or returned in a condition inconsistent with transit damage. We are friendly, but we are not guessing.

If items are missing from the parcel

If something is missing, contact us promptly and keep all packaging.

What to do

• Send photos of the box, labels, seals, inner packaging, and contents

• Tell us exactly what is missing

• Do not throw anything away until we confirm next steps

What we will do

• We will investigate using dispatch logs, packing checks, tracking, and other evidence

• We may require the parcel and packaging to be returned for inspection

• If a packing error or transit loss is verified, we will put it right

If tracking shows “delivered” but you have not received it

This is handled as a delivery dispute. Contact us promptly so we can investigate while the carrier evidence is fresh.

What we need from you

• Confirmation of the delivery address and any delivery instructions you set

• A signed non receipt declaration

• Where relevant, any building concierge information, CCTV availability at your address, or a crime reference number if theft is suspected

What we will do

• Open an investigation with the carrier and request delivery evidence

• Review tracking, geo location evidence where available, photo or signature data where applicable, and carrier notes

• Make a decision based on the evidence and your cooperation

Outcomes

• If the carrier confirms the parcel was lost before delivery, we will resolve it by replacement or refund depending on stock and your preference

• If the carrier evidence supports delivery to the correct address, we may decline a replacement or refund, but we will review any credible new evidence you later provide

If tracking shows the parcel is not delivered or stuck in transit

If tracking shows a delay, contact us and we will liaise with the carrier. If the parcel is confirmed lost in transit, we will resolve it.

Fraud prevention and what happens if we suspect a scam

We protect the community and we protect the brand. We use controls that may include:

• tracked delivery and dispatch records

• packing checks and audit trails

• CCTV in packing and dispatch areas

• investigation tools provided by carriers and payment providers

We are aware that some customers attempt to abuse policies, including claiming non receipt where evidence suggests delivery, claiming damage after use, or returning partially used, swapped, or half empty items. If we reasonably suspect fraud or attempted fraud, we may do one or more of the following, where lawful and proportionate:

• pause the claim while we investigate

• request additional evidence, signed declarations, and cooperation with carrier processes

• refuse the claim if the evidence does not support it

• share relevant information with carriers, payment providers, ecommerce platforms, and fraud prevention partners in line with our Privacy Policy

• report suspected criminal conduct to the police and cooperate with investigations

• pursue civil remedies to recover losses, including recovery of funds for dishonest claims, and to protect the business and genuine customers

Returns sent back because of delivery issues

If a parcel is returned to us because it was not collected, refused, or address details were incorrect, we will contact you. You may be responsible for reshipping costs. If you request a refund instead, we will process it in line with our Returns and Refunds Policy, and we may deduct any direct costs incurred in getting the parcel back where permitted by law.

Our commitment to resolution

If there is a genuine issue, we will work with you to resolve it. The fastest way to help you is: quick contact, clear photos, and keeping packaging. We will always aim for a fair outcome based on evidence and your statutory rights.

Contact

Email: info@sourcenest.co.uk

Telephone: +44 7438 814289

Source Nest Online Limited trading as Source Nest

Registered office: 85 Great Portland Street, First Floor, London, W1W 7LT, United Kingdom

Company registration number: 16601924

VAT number: GB 509603495