SHIPPING & COLLECTION
We're based in Bedlington, close to Newcastle upon Tyne. When you purchase from us, shipping is free as standard to most mainland UK destinations. Tap here to read more about our shipping process.
If you want to collect items yourself, we’ll give you a 20% discount, no matter what size of item. Tap here to read more about collecting items from us. Please note that unfortunately sale items are not eligible for click & collect discounts. We reduce sale items by 20% anyway, bringing them down to the click & collect price so there's no need for a discount code! If an item reduced by 20% in our sale has a click & collect discount code applied in error, we reserve the right to request the amount discounted using the code is paid prior to collection.
SHIPPING
We aim to make shipping as simple as possible for you.
We try to package and ship all smaller items within 7 working days of an order. We use Evri tracked to dispatch all small items. You'll be notified of the dispatch date and will be provided with a tracking number. Once dispatched your order will arrive within 3-4 business days. We use recycled packaging to lower our carbon footprint. The materials can be reused, recycled or composted.
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We deliver most of our larger items ourselves on set delivery run dates for efficiency. We have one local delivery run per month (usually on a Tuesday/Wednesday/Thursday), covering the Scottish Borders, North East and North Yorkshire regions.
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We also have one national delivery run per month (usually Tuesday-Thursday) covering East Yorkshire, the A1/M1 corridor between South Yorkshire and the M25, as well Greater London, western parts of Essex, and northern parts of Surrey and Kent. Because of route complexity, we will give you a specific time slot on a specific day which helps us keep the cost low for you, and we’ll do this with as much notice as possible.
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Our hours of delivery are 7am - 7pm. Please ensure someone is available all day to take the delivery on the dates provided and call 07874897765 for updates. We'll provide a more specific time slot a few days prior to delivery. These will be subject to change at short notice as disruption can be unpredictable. On the day, you'll receive an update when we've left the previous stop and we're on our way to you, together with a live ETA.
If you are unable to take delivery of the item(s) during these times, or would like the item(s) delivered more quickly, we can upgrade your delivery to a date which suits you. Tap here for more info.
We’ll ask you a few questions to make sure the process is smooth and to make us aware of parking restrictions. You will receive a form by email to confirm. Please note that delivery involving stairs will require a delivery upgrade, tap here for more info.
By default, we leave all large items in the first safe and practical place (like a hallway or living room). If you require assistance moving the furniture within the property, please let us know in advance so we can plan in additional time to help you move the item(s) into a better position.
We’ll do everything we can to find a safe, legal and convenient place to park. Please let us know if anything changes which we need to know about (such as roadworks). If we arrive and find we cannot safely unload the item(s) from the van, or if no one is in to take delivery, we’ll have to rebook delivery. Please note that this may incur an additional non-refundable fee at our discretion to cover our time and resources.
If upon delivery the item doesn’t physically fit into the property, hindering the completion of the delivery, we'll issue a refund. Please note that we may deduct a non-refundable fee at our discretion to cover our time and resources, as well as any damage to the product as a result of this failed delivery. We’d recommend measuring to make sure the item(s) fit into the property. Tap here to learn more about cancelling your order.
If you’re not on our delivery routes as listed above, we will send your larger items via trusted couriers. In most cases couriers will provide us with approximate delivery dates with full day slots, which we will communicate with you. If you’d like a set delivery date and an expected delivery time window provided, we can upgrade your delivery. Tap here for more info.
The courier service will deliver the item to your door by default, and this excludes any stairs. If you require the item to be lifted up stairs, we’ll have to upgrade your delivery as this costs us more to book. Tap here for more info.
Because we’re based in the north east, shipping to more distant locations like the South West region, Wales, South Coast, and Scottish Highlands as well as deliveries inside the Congestion Zone will require upgraded delivery as it costs us a lot more to ship to these locations from where we are. Tap here for more info.
Delivery of larger items to offshore or international locations isn't free as standard so we’d recommend getting a quote from us prior to ordering. Tap here to get in touch.
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UPGRADING TO FLEXI SHIPPING
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If you’d like to arrange shipping of larger items outside of our set delivery dates, you can upgrade to flexi shipping for an additional £30 per item. We'll liaise with you to find a suitable date and time to take the delivery. Our flexi shipping fee also covers:
- Lifting up or down stairs
- Delivery to more distant locations and Congestion Zone (As listed above)
The upgrade fee only has to be paid once if required and covers all of the above.
Please note that upgrading to flexi shipping does not speed up any refurbishment timescales.
The easiest way to upgrade to flexi shipping is at checkout. Alternatively, we’re happy to upgrade your delivery up to 48 hours before your delivery date.
All items are classed as dispatched within 48 hours of your delivery date. This is because items are typically packaged and packed into the van in advance. If anything changes within 48 hours of your delivery date, please contact us as soon as possible. Please note, that an additional fee may be chargeable for rebooking shipping within 48 hours of your delivery date, this'll be at our discretion and covers our time and resources.
Please note that flexi shipping and any other shipping upgrades over and above the standard free shipping service are non refundable.
If you have had an item delivered and wish to return it, please see how return shipping is managed by tapping here.
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LOCAL COLLECTION​
If you're local, you're welcome to collect items. Alternatively, you can also arrange your own courier service rather than choosing our standard free shipping service. Just select the local collection option at checkout. If you choose this option at checkout, you can use the discount code “clickandcollect” to get 20% off your order.
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After you place your order, you'll be notified of when your item is ready to collect. You'll be able to book a slot online for collection. For items requiring refurbishment, we'll give you an estimated timeframe first.
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Please note that unfortunately sale items are not eligible for click & collect discounts. We reduce sale items by 20% anyway, bringing them down to the click & collect price so there's no need for a discount code! If an item reduced by 20% in our sale has a click & collect discount code applied in error, we reserve the right to request the amount discounted using the code is paid prior to collection.
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If at any point you decide that you’d like to get the item delivered by urbn nest on one of our standard delivery days, you'll need to pay the difference between the standard price and the collection price. If you’d like the item to be delivered outside of our standard delivery days, you'll need to pay the difference between the standard price and the collection price, plus the £30 flexi shipping fee.
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Please arrive in a vehicle large enough and if necessary bring assistance to safely load the item(s). If you require any assistance loading into your vehicle, please let us know in advance so we can make ourselves available to help. We are unable to assist with recommending courier firms or liaising with drivers, which will remain your responsibility, as will the costs of all courier services. We will not be liable for any damage which occurs in transit with shipping not arranged or undertaken by ourselves.
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On collection day, put this address into Google Maps:
urbn nest
7 Palace Road
Bedlington
NE22 7DR
We don’t have designated parking spaces at the showroom, although there are a number of free public car parks within a short walk.