Frequently asked questions

Welcome to our FAQs page! Here, we've compiled answers to the most common questions our customers ask to help you find information quickly and easily. Whether you're curious about our products, need assistance with your order, or want to learn more about our services, you'll find everything you need right here. Our goal is to provide you with a seamless shopping experience, and we're always here to help!

Returns

Returns policy

What is your returns policy?

At The Nursery Store, we want you to feel completely confident when shopping with us. That’s why we offer a clear and fair returns policy designed to be simple, flexible, and customer-focused.

Here’s how our returns policy works:

You can return most items within 30 days of receiving your order.
All returned items must be new, unused, and in their original packaging (including any protective inserts) to ensure safety and hygiene.
If you change your mind, you can notify us within 30 days and then send your item back within the following 30 days for a full refund.
We offer a 365 Returns policy on eligible products, giving you up to a full year to make your decision (see our separate FAQ for details).
Faulty or damaged items are covered by your statutory rights — we will always aim to resolve these quickly and fairly.
Returns shipping costs are typically the customer’s responsibility unless the item is faulty or part of a special exchange offer.

How to return your item:

Contact us at hello@thenurserystore.com or via our Contact Us form to request a returns label or to arrange a collection from your home (weekdays only).
Alternatively, you can return your item using your own courier to our returns address (please notify us first to avoid refusals).

As a family-run business, we strive to keep our prices low by not building return costs into product prices. We are here to help and support you with any returns or exchanges, making the process as smooth and hassle-free as possible.

Returning items

How do I return furniture?

We understand that sometimes furniture doesn’t quite fit or suit your needs, and we’re here to help make returns easy.

Here’s what you need to know about returning furniture:

Furniture must be brand new and unassembled to be eligible for return. Once furniture like cots, cotbeds, toddler furniture, or moses basket stands has been assembled, it may show indentations or marks, which means it can’t be returned as it’s no longer in the original condition.
Due to the size and weight of furniture, return costs are based on weight and handling requirements. These charges are payable upfront and vary depending on the item.
We do not offer free returns on furniture items, and furniture is excluded from free returns available on exchanges or our 365-day return policy.
To arrange a return, please contact our friendly team at hello@thenurserystore.com with details about your item and order number. We’ll help guide you through the process and provide a return cost estimate.

Remember: Your statutory rights are always protected, so if there’s a fault with your furniture, please get in touch, and we’ll support you with a resolution.

We’re committed to making your return process as simple and transparent as possible—just reach out, and we’ll take care of the rest!

Faulty items & repairs

The item I received is faulty. Can I return it?

We’re really sorry to hear there’s an issue with your item — we understand how frustrating this can be, and we’re here to help.

If you’ve received an item that appears to be faulty, please contact us as soon as possible at hello@thenurserystore.com with the following details:

Your order number or delivery postcode
A description of the fault
Clear photos or videos showing the issue
Images of any batch labels or serial numbers (if available)

We’ll review your case and guide you through the next steps. Some products may need to be assessed by the manufacturer, and we’ll let you know if this applies. In certain cases, it may be quicker to reach out directly to the brand for a resolution. Here’s how to contact some of our partner brands:

Puggle Support@pugglebaby.co.uk Include your order number, postcode, and any relevant images. You can also download manuals and troubleshooting guides here.

Ickle Bubba retail.support@icklebubba.com Use subject line: The Nursery Store + Your Name/Order Number. Include proof of purchase, images/videos, and batch ID.

customerservices.uk@joiebaby.com

Payment

Payment issues & options

What should I do if I have problems with my payment?

If you encounter any payment-related issues, please verify that the information you enter during our secure checkout process is accurate.

The cardholder's name should precisely match the name on the card, as should the billing address and postal code.

Please be aware that some UK banks employ a two-step authentication process that might result in declined card payments.

Should you continue to face payment challenges, we invite you to reach out via our Contact Us page.

Did my payment go through correctly?

Order modifications & cancellations

I’ve already placed an order. Can I change the delivery address?

If your order is still being processed pending, we can modify the delivery address. However, for security reasons, this may not always be feasible.

We strongly emphasise the importance of thoroughly reviewing your address details before completing the checkout process. Any errors made during checkout that result in failed or missed deliveries cannot be attributed to us, and we cannot assume liability for such situations.

Can I make changes to an order after I’ve placed it?

Pre-orders & issues with orders

When will I receive a pre-order item?

If a product is available for pre-order, you will find clear indications of the expected dispatch date on the product listing page.

We make every effort to keep to our pre-order dates, but if factors beyond our control mean they’re likely to change, we’ll contact you with any updates as soon as we become aware of them.

Please note that standard delivery terms and conditions apply to all pre-order items.

What do I do if the order I have received is incorrect?

Get in touch

Why do I have more than one delivery date?

If you’ve ordered furniture or placed an order that includes pre-order items, you may have more than one delivery date assigned.

All wood furniture deliveries are made within 3-14 working days from completion and other items may arrive via Yodel or DPD.

In-stock pre-order items will be dispatched on the pre-order date provided on the product page. You will receive them within 48 hours of this date.

My product has developed a fault. What should I do?

Delivery

Delivery options & costs

What delivery options do you offer?

DPD Standard: Usually 2-3 working days for Mainland UK addresses. Remote or offshore postcodes may take 2–4 working days.
DPD Next Day: Next working day delivery available as a paid option, subject to availability.

Furdeco Furniture: Specialist delivery within 1–2 working days for Mainland UK. Remote postcodes may take 2–14 working days depending on location.

*Geographical charges may still apply. Please refer to the delivery information page for full details.

Do you offer express or next-day delivery?

Delivery timing & scheduling

How long does delivery take?

Standard Delivery: Unless you’ve selected a next-day delivery option, standard delivery for DPD parcels takes approximately 2-3 working days*.

For furniture orders, delivery can take up to 3 working days*. Once your in-stock furniture order is placed, the carrier will contact you within 2 working days (via SMS) to confirm and arrange the delivery.

*Certain geographical and weight restrictions apply – see Delivery Information page for more details.

How soon will my order be processed and despatched?

Delivery issues & actions

What do I do if my delivery is late?

On the day of your delivery, you will receive a time slot as a guide. However, please note that your delivery can take place at any time between 8:00 AM and 8:00 PM, and may be completed by different drivers or subject to delays caused by factors beyond our control (such as traffic, breakdowns, or high volumes).

DPD Parcel Deliveries:

Please monitor your delivery through the DPD app, which provides live tracking and options to manage your delivery.
DPD offers a 1-hour delivery window usually before 11am.*
If your parcel is on a Next Day delivery service, please allow until 10:00 PM on the day of delivery for it to arrive.
If not received by then, please email us at hello@thenurserystore.com, and we can arrange a refund of any paid Next Day service fee if applicable.

Large Furniture Deliveries (Furdeco):

Furniture deliveries come with a confirmed date and a 3-hour delivery window, but can arrive any time that day.
If you need an update on the day, you can contact Furdeco directly on 0121 285 5255 for the most accurate information.
If your furniture hasn’t arrived, please allow 2 full working days after the scheduled delivery date before contacting our customer service team. This is because investigations with the carrier cannot be raised before this time.

Order changes & cancellations

Can I cancel or amend my order after it has been despatched?

If you’ve placed an order for an in-stock item, we’re unable to amend or cancel it once it has been confirmed, as processing and dispatch begins almost immediately. In these cases, you would need to accept delivery and follow our standard returns process if you no longer require the item.

For pre-order items, changes or cancellations can usually be made up until the point of dispatch. However, please note that pre-order items sometimes arrive earlier than the estimated date, and if they are dispatched before your cancellation request is processed, we will no longer be able to cancel or amend the order.

Additionally, please be aware:

Once an order has entered the picking or packing stage, no amendments can be made.
Orders paid via Klarna, Clearpay, or PayPal Credit cannot be amended under any circumstances.

If you have any questions about your order or the returns process, please contact our customer care team and we’ll be happy to help.

International shipping

Do you ship internationally?

Unfortunately, we’re unable to offer international shipping at this time. Our deliveries are limited to addresses within the United Kingdom, including Northern Ireland*.

If you’re based in Northern Ireland, please note that large furniture items are excluded from delivery to this region due to courier restrictions.

If you have any questions about whether a particular item can be delivered to your location, or if you’d like help exploring alternative options, please don’t hesitate to contact us we’ll be happy to assist you.

*For more details regarding delivery exclusions to Northern Ireland, please contact us directly for more information.

Courier & delivery co-odination

Will all my items be delivered with the same courier?

If you’ve ordered multiple items, please be aware that they may be shipped separately and could arrive on different days, sometimes via different delivery drivers or couriers. This can happen due to the size, weight, or availability of the items, as well as the logistics of our delivery partners.

We recommend checking your order confirmation and tracking information carefully for each item to stay updated on their individual delivery statuses. If you have any concerns about your deliveries, please don’t hesitate to get in touch with our customer service team for assistance.

Furniture delivery

Delivery options & costs

Do I qualify for free delivery?

We offer a specialist 1-2-day delivery service free of charge on all our premium nursery furniture. (Exceptions apply – see Delivery Information page.

Can I upgrade to next day delivery?

Sorry, but we don’t currently have an option to upgrade to next day delivery for furniture.

Delivery timing & tracking

How do I track my delivery?

If you’ve provided us with a mobile phone number or an email address when placing your order, we’ll send you tracking details on the morning of your scheduled delivery day. This will allow you to follow your parcel’s progress in real time and stay informed about the estimated delivery window.

Tracking updates help you plan ahead so someone can be available to receive your delivery. If you haven’t received any tracking information by the morning of your delivery date, please check your spam or junk folder. For DPD deliveries, you can also download the DPD app here to manage your delivery options directly.

For large furniture deliveries via Furdeco, you can contact them directly on 0121 285 5255 for delivery updates or queries.

If you need any further assistance, please don’t hesitate to get in touch with our customer service team.

Delivery addresses & co-ordination

Can I ship to a different delivery address?

Yes. You will be able specify what address you wish your item(s) to be sent to at the checkout stage. At the point where you are asked if the delivery address is different from the billing address, there will be an option to change where the item(s) will be posted to.

Can someone else sign for my delivery?

Yes, anyone can sign for the delivery of your order as long as they are at the address provided at checkout.

Delivery issues & resolutions

What do I do if I’ve only received part of my order?

If you think you've only received part of your order, please follow the steps below:

1. Check all the parcels you've received. They will have labels that advise how many boxes you should be expecting.

2. Make sure any other items you've ordered have not been sent with a different courier.

3. Refer to your original email confirmation to see if there are any times on pre-order as these item(s) will come separately.

If you have done the above and you're confident that you are missing parts of your order, please contact us by email.

Issues with an order

Order placement & modifications

How do I place an order?

Place all the items you want in the basket and click “Checkout”. You’ll then be asked where you want your items to be delivered to, and what payment option you want to use. You’ll be given a final tally (including and P&P charges) before you complete the order.

Can I cancel or amend my order?

Once an order has entered the picking stage, it becomes non-cancellable. However, if your order has not yet reached the picking stage, you can cancel it and receive a full refund. To initiate a cancellation, please contact us by , ensuring that you include your order number in the email.

Tracking & delivery dates

How do I track my order?

You can follow your order’s progress in your Account. On the day your order is due to be delivered, you’ll get a text message or email from the couriers with a 2-hour delivery window, and you’ll be able to track your delivery in real-time from this.

Why do I have more than one delivery date on my order?

If you’ve ordered furniture or placed an order that includes pre-order items, you may have more than one delivery date assigned.

Pre-order information

What does pre-order mean?

A pre-order item is a product in high demand that we’ve secured from manufacturers but have not yet received in our inventory. When you purchase a pre-order item, it ensures that you secure your item and receive it promptly once the stock arrives at our warehouse.

Please note that while we provide pre-order dates as a guide, they can be subject to change.

Order issues & resolutions

What should I do if I’m missing an item from my order?

Please check all packaging, as we sometimes put smaller boxes inside of bigger ones to save you from extra shipping costs. If you’ve done this and are satisfied that you still have an item missing, please email us to resolve the issue. Please include details such as the order number, item number, and a description of what is missing. We apologise for the inconvenience this causes.

What should I do if I receive a faulty item?

Billing & invoices

Where can I get a VAT receipt from?

Please reach out to our customer services team by email

Customer service

Customer service contact information

How can I contact your customer service team?

The fastest way to contact us is via email

Can I contact you via email or phone?

We recommend using our email address to contact us

Customer service availability

What are your customer service hours of operation?

Our team are available between 8AM and 8PM Monday to Friday, and 10AM to 6:30PM at the weekend.

Do you offer live chat support?

If you see the live chat icon in the corner of the website, then a member of our team is available to help you. If you cannot see the icon, unfortunately this means all our agents are busy right now, so please try again later or use an alternative contact method.

Response & resolution procedures

How long will it take to get a response from customer services?

You should expect to hear from us within 2 to 3 working days.

What should I do if I don’t get a response?

In busy periods, it may take slightly longer than the quoted 2-3 working days response period for us to get back to you. Please note that sending multiple messages may result in your query taking longer to resolve, so please be patient; we get back to you.

Complaints & issues

What is your complaints procedure?

Email hello@thenurserystore.com

The form on the Contact Us page

Our team should be back to you within 72 hours with a resolution. If you think the outcome is unacceptable, please detail your complaint in writing via email.

The management team will then conduct a full case review, and you’ll be notified of our final decision within 3 working days.

How do I report a problem with my order?

Refunds & returns

How do I initiate a refund or return?

We want to make the returns process as easy and stress-free as possible for you.

If you’d like to return an item for a refund, simply email our friendly customer care team at hello@thenurserystore.com with the following details:

Your order number
The item(s) you’d like to return
The reason for return
Whether you’d prefer to use your own courier or book a collection with us

We’ll get back to you with the next steps, including how to pay any applicable return charges (if required) and how to prepare your parcel. We offer label-free weekday collections from UK addresses for your convenience, or you’re welcome to send items back using a courier of your choice.

For hygiene and safety reasons, please note that some products—like mattresses, toiletries, and assembled furniture—may not be eligible for return unless faulty. Our team will guide you through all your options and help find the best solution.

If your item is faulty, we may need supporting information such as photos or videos to assess the issue, and in some cases, we may direct you to the manufacturer for a faster resolution.

Pre-order

Pre-order process & details

What is a pre-order?

A pre-order item is a product that we’ve secured from the manufacturers, but we’ve not received the physical stock yet. When you purchase a pre-order item, it ensures that you’ll be one of the first people to receive it as soon as it arrives in our warehouse.

Please note that pre-order dates are provided as a guide and may be subject to change. If we become aware of any delays, we’ll keep you updated.

How do pre-orders work on your website?

All pre-order items must be paid in-full at the point of order (Buy Now, Pay Later options, such as Klarna, are not available on pre-order items). Please note that pre-orders may be difficult to cancel, as they often arrive in our stock earlier than the estimated delivery dates.

Payment & charges

When will I be charged for my pre-order?

All pre-order items will be charged at the point of order. Please note than Buy Now, Pay Later options, such as Klarna, are not available on pre-order items.

Can I pay for a pre-order in installments?

No, sorry. All pre-order items have to be paid in full at the time of ordering.

Shipping & delivery

When will my pre-ordered item be shipped?

You’ll be given an estimated time of arrival (ETA) on the website when you pre-order the item. This ETA may be subject to change, and we’ll let you know if this does happen. Once we have it in stock, you’ll receive it within 2 working days.

Is the release date guaranteed for pre-orders?

No, the pre-order date should be treated as an estimate. If the release date does change, we’ll let you know.

Order management

Can I cancel a pre-order before it ships out?

This is possible, but many pre-orders arrive in stock before the delivery date quoted on the website. Once an item has been shipped out to you, you are unable to cancel it.

What happens if a pre-order item sells out?

The website will always show the most accurate delivery date information we have. So, for example, if our initial pre-order allocation sells out, a new, revised pre-order date of when we expect to get the next shipment in will replace the original.

My account

Account management

How do I create an account?

It’s really easy to create an account with The Nursery Store. Just click here and follow the instructions.

How do I change/reset my password?

First log into your account, then go to the settings tab and you can change your password details from there.

Email & communication preferences

How can I unsubscribe from marketing emails?

Privacy & security

How do you protect my personal information?

We operate secure data networks protected by industry-standard firewalls and password protection systems. Our security and privacy policies are periodically reviewed and enhanced as necessary and only authorised individuals have access to the information provided by our customers.

The security of your information is the highest priority for thenurserystore.com. We use Stripe and PayPal as our Payment Service Providers. Stripe and PayPal are ultra-secure third parties which use 128-bit software (SSL) and encrypt all the debit and credit card information you input before it is sent to us. Thenurserystore.com does not hold, store or even see credit card details.

Frequently asked questions

Returns

Returns policy

Returning items

Faulty items & repairs

Payment

Payment issues & options

Order modifications & cancellations

Pre-orders & issues with orders

Get in touch

Delivery

Delivery options & costs

Delivery timing & scheduling

Delivery issues & actions

DPD Parcel Deliveries:

Large Furniture Deliveries (Furdeco):

Order changes & cancellations

International shipping

Courier & delivery co-odination

Furniture delivery

Delivery options & costs

Delivery timing & tracking

Delivery addresses & co-ordination

Delivery issues & resolutions

Issues with an order

Order placement & modifications

Tracking & delivery dates

Pre-order information

Order issues & resolutions

Billing & invoices

Customer service

Customer service contact information

Customer service availability

Response & resolution procedures

Complaints & issues

Refunds & returns

Pre-order

Pre-order process & details

Payment & charges

Shipping & delivery

Order management

My account

Account management

Email & communication preferences

Privacy & security

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