Shipping policy

Overview

Last updated: August 2026

Thank you for shopping with PrimeNest. This page explains where we deliver, how long delivery takes, what it costs, and what to do if something goes wrong. It applies to all orders placed through our online shop at primenestuk.myshopify.com.

This policy does not affect your statutory rights as a consumer under UK law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Delivery Areas

PrimeNest primarily serves customers in the United Kingdom. You can see whether we deliver to your address at checkout before you place your order.

  • United Kingdom: We deliver to addresses throughout the United Kingdom.
  • Restricted or remote areas: [list any UK areas you do not deliver to or that carry a surcharge, e.g. certain offshore or remote postcodes, or state "none"]. Any such restriction or surcharge will be shown clearly at checkout before you pay.
  • International delivery: We do not currently offer international delivery as standard. If international delivery becomes available, eligible destinations and delivery charges will be shown at checkout.

Order Processing and Dispatch

  • All orders are processed within 1 business day after payment has been successfully received.
  • Orders are processed Monday to Friday, excluding weekends and public holidays. Orders placed on a weekend or public holiday will be processed on the next business day.
  • You will receive an order confirmation email once your order has been placed, followed by a dispatch confirmation email containing tracking information (where available) once your order has been sent.

Delivery Times

United Kingdom

  • Processing time: 1 business day
  • Transit time: 3–5 business days
  • Estimated total delivery time: 4–6 working days (including processing)

Working days are Monday to Friday, excluding public holidays. Delivery times are estimates and are calculated from the date your payment is successfully received.

During peak periods (for example, the Christmas season or major sales events), or because of circumstances outside our control, deliveries may occasionally take longer. If we become aware that your order will be significantly delayed, we will contact you.

Our Legal Delivery Commitment

Unless we have agreed a different delivery date with you, we will deliver your goods without undue delay and in any event no later than 30 days after the day your contract with us is formed, as required by the Consumer Rights Act 2015. If we fail to do so, you may have the right to treat the contract as at an end and receive a full refund (see "Delayed Deliveries" below).

Delivery Charges

  • Standard UK delivery: [shipping costs]
  • The exact delivery charge for your order is always displayed clearly at checkout before you confirm and pay for your order. You will never be charged a delivery fee that was not shown to you at checkout.
  • All product prices are shown in pounds sterling (GBP) and include VAT. Delivery charges are stated separately from the product price.
  • From time to time, we may run delivery promotions on selected products or orders. The terms of any such promotion will be stated clearly at the time it is offered and reflected at checkout. Where no promotion is shown, the standard delivery charge applies.

Carriers and Order Tracking

  • We send orders using [carrier name(s)]. The carrier used for your order will be shown in your dispatch confirmation email.
  • Once your order has been dispatched, you will receive an email containing your tracking number and a link so that you can follow the progress of your parcel.
  • If you have not received your tracking details within 48 hours after your order has been processed, please contact our support team using the details at the bottom of this page.
  • Tracking information may take up to 24 hours to update after dispatch while the carrier scans your parcel into its network.

Delivery Address and Incorrect Shipping Information

Please make sure that the delivery address you provide at checkout is complete and accurate, including the full postcode and any flat or unit number.

  • PrimeNest is not responsible for delays or additional costs resulting from an incorrect or incomplete delivery address supplied by the customer.
  • If you notice a mistake in your delivery details, please contact us immediately. We will do our best to update your order before it is dispatched. Once a parcel has been handed to the carrier, we may not be able to change the address.
  • If a parcel is returned to us because the address was incorrect or the parcel was not collected, we will contact you to arrange re-delivery. A further delivery charge may apply in these circumstances.

Missed Deliveries

If nobody is available to receive your parcel, the carrier will usually leave a card or send a notification explaining how to rearrange delivery or collect your parcel from a local depot or collection point. Please follow the carrier's instructions promptly, as uncollected parcels may be returned to us after the carrier's holding period.

Partial Deliveries

Where items in your order are dispatched from different locations or some items are temporarily unavailable, your order may arrive in more than one parcel. If this happens:

  • We will let you know by email, and you will receive tracking details for each parcel where available.
  • You will not be charged any additional delivery fee for split shipments that we choose to make.
  • If an item in your order cannot be supplied, we will contact you and refund you in full for that item, including any proportion of delivery charges paid for it.

Delayed Deliveries

Although we work hard to meet our estimated delivery times, delays can occasionally occur because of circumstances beyond our control, including:

  • Severe weather conditions
  • Customs inspections
  • High shipping volumes
  • Carrier service interruptions
  • Public holidays

If your order has not arrived within the estimated delivery timeframe, please contact us and we will investigate with the carrier.

Under the Consumer Rights Act 2015, if we do not deliver within the agreed period (or within 30 days where no period was agreed), you may:

  • treat the contract as at an end and receive a full refund, where delivery within the agreed period was essential (for example, because you told us so before ordering); or
  • otherwise, give us a further reasonable period to deliver, and if we fail to deliver within that period, treat the contract as at an end and receive a full refund.

Lost or Missing Parcels

If your parcel has not arrived within the estimated delivery timeframe, or tracking shows it as delivered but you have not received it, please contact us. We recommend first checking with neighbours and any safe place you may have specified.

We will work directly with the carrier to investigate the shipment and resolve the matter as quickly as possible. Goods remain at our risk until they are delivered to you (or to a person you have nominated to receive them). If a parcel is confirmed as lost in transit, we will send a replacement or issue a full refund, at your choice where possible.

Damaged Parcels or Goods

If your parcel arrives damaged, or the goods inside are damaged or faulty, please contact us, ideally within 48 hours of delivery, so that we can raise a claim with the carrier promptly. Please include:

  • Your order number
  • Photos of the damaged packaging
  • Photos of the damaged product

We will review your request promptly and arrange a replacement or refund where appropriate.

Your statutory rights: The 48-hour timeframe is a request to help us resolve carrier claims quickly; it does not limit your legal rights. Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If goods are faulty, you are entitled to reject them and obtain a full refund within 30 days of delivery, and you continue to have rights to a repair or replacement (and, in certain cases, a refund or price reduction) after that period.

Customs and Import Information

Our business address is in France. Orders delivered to the United Kingdom may therefore be shipped from outside the UK.

  • All prices shown in our shop are in GBP and include VAT.
  • [Confirm your customs/import arrangement, e.g. whether UK import VAT is collected at checkout and whether any import duties or carrier handling fees may be charged to the customer on delivery.]
  • If any import duties, taxes or handling fees could be payable by you on delivery, we will tell you clearly before you complete your purchase. You will not be asked to pay charges that were not disclosed to you in advance.
  • Customs checks may occasionally cause delays that are outside our control and that of the carrier.

Your Statutory Right to Cancel (14 Days)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order for any reason within 14 days, starting from the day after you (or a person you nominate) receive the goods. Where an order is delivered in multiple parcels, the period runs from the day after you receive the last item.

  • To cancel, simply inform us of your decision by a clear statement, for example by email to barankesen579@gmail.com. You may use the model cancellation form, but this is not required.
  • You must send the goods back or hand them over to us without undue delay and no later than 14 days after telling us that you wish to cancel.
  • We will refund all payments received from you, including the standard delivery charge (but not any additional cost for a more expensive delivery option you chose), within 14 days of receiving the goods back or proof that you have returned them, whichever is earlier.
  • Cost of returning the goods: [state who pays return shipping costs]. If we have not stated that you bear these costs, we will cover them.
  • Return address: [return address]
  • We may make a deduction from your refund if the value of the goods has been reduced as a result of handling them more than was necessary to establish their nature, characteristics and functioning.

Certain items are excluded from the right to cancel by law, for example sealed goods that are unsuitable for return for health protection or hygiene reasons once unsealed, and goods made to your specifications or clearly personalised.

Our Voluntary Extended Return Policy (30 Days)

In addition to your statutory 14-day right to cancel, PrimeNest offers a voluntary, goodwill return window of 30 days from delivery. This is a contractual commitment we make to you; it is not a statutory right and it is offered in addition to, not instead of, your legal rights.

  • Under this voluntary policy, you may return eligible items within 30 days of delivery for a refund.
  • Items should be unused, in their original condition and, where possible, in their original packaging.
  • Please contact us at barankesen579@gmail.com before sending any item back so that we can provide return instructions.
  • Cost of returning the goods under this voluntary policy: [state who pays return shipping costs].
  • Where your return falls within the statutory 14-day cancellation period, your statutory rights described above will always apply in full.

Contact Us About Delivery

If you have any questions about your delivery, tracking, or this Shipping and Delivery Policy, please get in touch. Please quote your order number so we can help you quickly.

PrimeNest

Email: barankesen579@gmail.com

Phone: 0584643908

Business address: 23 Rue René Descartes, 67000 Strasbourg, France

We aim to respond to all enquiries within [response time, e.g. 1–2 working days].

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