The questions we are asked most often, answered properly. If yours is not here, email contact@sterlingandnest.com and a real person will reply within 1 to 2 business days.
Orders
I placed an order. What happens next?
You will get an order confirmation email straight away. That confirms we have received the order, not that it has shipped. A second email follows with tracking as soon as the package leaves us.
Can I change or cancel my order?
Contact us as soon as possible and we will try to stop an order that is still being prepared. Dispatch does not end an applicable UK statutory cancellation right. For most online goods, you normally have 14 calendar days after receipt to tell us you are cancelling, then 14 calendar days to send them back. See our Returns & Refunds policy.
I did not get a confirmation email.
Check your spam and promotions folders first. If it is not there, email us with the name and address you used and we will find the order.
Shipping and delivery
How long does it take?
Orders are prepared and shipped within 24 to 48 hours. Most arrive within 5 to 12 business days after they ship. Remote and rural addresses can take longer. These are estimates, not guarantees, and carrier or customs delays are outside our control.
What does shipping cost?
Shipping is calculated at checkout, based on your destination and the size and weight of the order. Any free shipping threshold we are currently running is shown on the site.
Will I pay customs or duties?
If your order crosses a border, import duties, taxes and handling fees may be charged on arrival. They are set by the authorities where you live and are the recipient's responsibility. We cannot predict or refund them, and we cannot mark packages as gifts or under-declare their value.
My order arrived in two packages.
That is normal for larger or bulky orders. Each package has its own tracking and they can arrive on different days.
Tracking
Where is my tracking number?
In the shipping confirmation email we send when your package leaves us. See our Track your Order page for the full detail.
Tracking has not moved.
It can take up to 48 hours for the first carrier scan to appear, and international packages often go quiet between the departure and arrival scans. If there is no movement at all for more than 7 days, email us and we will chase it.
Returns and refunds
What is your return window?
Our additional voluntary returns offer allows 30 days from delivery to request a change-of-mind return, subject to that offer's conditions. UK statutory cancellation rights normally allow 14 calendar days to notify us and a further 14 calendar days to send goods back. You may inspect goods as you would in a shop; original packaging is not an absolute condition of your statutory rights. Neither the voluntary return period nor our 90-day commercial guarantee limits your statutory rights. See our Returns & Refunds policy.
How do I start a return?
Email contact@sterlingandnest.com with your order number and what you would like to return. We will reply with instructions and the correct return address. Please contact us for instructions before arranging a return. A clear statutory cancellation notice remains valid without prior approval.
Who pays for return shipping?
We cover return shipping for eligible returns on all orders, including change-of-mind returns and UK statutory cancellations. If you exercise a statutory right to cancel your whole order, we also refund the standard outbound delivery charge; any extra premium delivery charge is not refunded. For returns solely under our additional voluntary offer outside statutory cancellation, the original delivery charge is not refunded. We cover the return costs for faulty, damaged or incorrect goods.
My item arrived damaged or faulty.
Contact us as soon as possible with your order number and any available photos. There is no seven-day cut-off for your statutory rights. Depending on the circumstances, you may be entitled to a repair, replacement or refund, and we cover the return costs for faulty, damaged or incorrect goods.
How long do refunds take?
Refunds are issued without undue delay and within the applicable 14-calendar-day deadline. For statutory cancellations without collection, the deadline runs from receiving the goods or proof of return, whichever is earlier. For statutory faulty-goods refunds, it runs from agreement that a refund is due. Our Returns & Refunds policy explains collection and voluntary-return deadlines. Bank processing time does not extend our refund deadlines.
Do you do exchanges?
The quickest way is to return the original for a refund and place a new order, so you are not waiting on the return to clear.
Payment
Which payment methods do you take?
The card and wallet options shown at checkout and in the footer of every page. Full detail is in our Payment Policy.
Is paying here safe?
The whole store runs over an encrypted connection and card details go straight to our payment providers. We never see or store your full card number.
My payment was declined.
It is almost always the bank rather than us. Check the card number, expiry, security code and billing address, and try again or use another method. If it keeps failing, your bank can tell you why.
Products
Will the color match the photos?
We photograph everything as accurately as we can, but colors and finishes render differently from screen to screen, so we cannot promise an exact match.
How do I know it will fit my space?
Measurements are listed in the product details on each page. Measure the space before ordering, especially for anything that has to sit in a cabinet, under a sink or on a shelf.
Still stuck
Email contact@sterlingandnest.com with your order number if you have one. We reply within 1 to 2 business days, Monday to Friday.