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Delivery information

We aim to deliver your order in the quickest possible timeframe after your order has been accepted. The weight and volumetric size of the item(s) in your basket dictate the courier service that is used to ship your order. Please see the tables and courier tabs below for individual courier information. 

Thenurserystore.com offers a free delivery service for most of their parcels, depending on size and weight (or 2 working days if out-of-bounds areas) to most of the UK on all orders over £49.99* if cleared funds are received before 8pm. There are exceptions for out-of-bounds areas (please see the table below).  

If you are working to a set deadline (e.g. holiday departure, a birthday) please allow for extra time to cover any eventualities that may arise. The Nursery Store cannot be held responsible for any inconveniences caused in the unlikely event of a delayed delivery. In these instances, our courier will deliver your parcel(s) the next available working day. 

We offer UK-wide delivery, but some geographical restrictions may apply. We may not be able to deliver if you're in the Scottish Highlands or more remote parts of Scotland, and due to courier restrictions, we can't deliver to the Channel Islands or the Republic of Ireland. The carriers listed below reference the postcodes we deem out of bounds and cannot deliver to. 

Our couriers

We use Yodel & DPD for standard deliveries (for information on nursery furniture deliveries such as room sets, cot beds, junior beds that include mattresses, please use the furniture delivery tab below). 

Our contracted hours for delivery with Yodel are between 7 am & 9 pm Monday to Friday. However, Yodel offers a service called ‘Xpect’ which gives a 2-hour delivery window notification via SMS and/or Email on the morning of your delivery. To receive this information, you would need to provide us with a current mobile number and/or email address. Our contracted hours for delivery with DPD are between 8 am & 6 pm Monday to Friday. DPD offers a service called 'Track & Trace' which gives you the latest information of where your parcel is, you will need your 14-digit parcel number or your parcel reference number for this.

Checking your delivery day is simple. Depending on if you have selected a next day or a 2-day delivery service, locate the day and time you made your order, and the expected delivery day will be displayed next to it. 

Our courier will endeavour to deliver your order within the timescale stated in your order acknowledgement. However, circumstances beyond our (and their) control, such as extreme weather conditions, security checks, unforeseen incidents, or miss-route of parcels, may result in delays.  

Delivery

Delivery options & costs

What delivery options do you offer?

We offer UK-wide delivery via Yodel & DPD. We offer a free delivery service for most parcels, depending on size and weight (or 2 working days if out-of-bounds areas) to most of the UK on all orders over £49.99* if cleared funds are received before 8pm (Certain geographical restrictions apply –

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

Do you offer express or next-day delivery?

Yes, this is a selectable option during checkout. (Certain geographical restrictions apply – see Delivery Information page for more details). Please note that we cannot deliver on the weekend or on public bank holidays.  

Can I upgrade to next-day delivery?

Yes. This can be selected during the checkout process. However, please note that we cannot deliver on the weekend or on public bank holidays. 

Is delivery available on weekends or public holidays?

No. Deliveries will only take place Monday to Friday (excluding public bank holidays), so please allow for an extra day for your item to be delivered.

How much does delivery cost?

Your delivery costs will be calculated during the checkout process. For full delivery cost details, please view our Delivery Information page. 

Is there free delivery on orders over a certain amount?

Yes. Orders over £49.99* are eligible for free delivery. Certain geographical and weight restrictions apply.

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

Delivery timing & scheduling

How long does delivery take?

Unless you’ve selected next-day delivery, standard delivery takes 2 working days. (Certain geographical and weight restrictions apply – see Delivery Information page for more details). 

How soon will my order be processed and despatched?

Your order will be processed almost immediately, and standard deliveries will be despatched to you in 2—3 working days (excluding weekends and public holidays). In the case of next day delivery, this will all happen within 24-hours of you placing your order (excluding weekends and public holidays). 

Can I choose a specific delivery date or time?

No. Our contracted hours for delivery with Yodel are between 7 am & 9 pm & DPD are between 8 am & 6 pm. However, you will receive a 2-hour delivery window notification via SMS and/or Email on the morning of your delivery. To receive this information, you would need to provide us with a current mobile number and/or email address. 

Why has my delivery date changed?

Pre-order item delivery dates are subject to change, and we’ll advice you of any changes to your expected delivery date. In the unlikely scenario of a non-pre-order item delivery date changing, this will be due to circumstances beyond our control, such as a shipping container delay.

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.

Delivery issues & actions

What happens if I’m not home when my delivery arrives?

Yodel

You will be given a designated 2-hour slot on your delivery day, but your delivery could arrive any time between 8AM and 8PM. If we need to attempt redelivery, then you could be liable for additional delivery charges.

DPD

You will be given a designated 1-hour slot on your delivery day.

What if I’m not in when my delivery arrives?

If you are not in when delivery is attempted, your item will be returned to our warehouse, and you will have to rearrange the delivery. Please note that this could potentially incur additional costs.

Can someone else sign for my delivery?

Yes, as long as there is someone aged at least 18 and they are at the delivery address, they can sign for your delivery.

What do I do if my delivery is late?

Although you’ll be given a 2-hour slot on your delivery day, your delivery can arrive any time between 8AM and 8PM that day. If your delivery still hasn’t arrived after waiting for this amount of time, please email us at hello@thenurserystore.com to resolve this issue.

What should I do if I receive the wrong item?

Firstly, we apologise for the inconvenience—this falls below the high standards we set for ourselves. Please email us at hello@thenurserystore.com with as many details as you can about the issue, as this will help us to resolve it faster for you.

What should I do if my item arrives damaged?

If your purchase arrives damaged or faulty, please use the form on our Contact Us page, ensuring to include the following information:  

  • Order number  
  • Item(s) to be returned  

The best email address for us to send you a secure payment link. Please note payment links are valid for 48 hours from sending and we are unable to book returns without payment being received.  

Preferred date of collection. We offer collections Monday-Friday only. Please note this is an all-day service - we cannot guarantee a delivery slot time. Please allow at least 48 hours to arrange your collection.

What happens if my order is lost in transit?

If that happens, we apologise in advance for the inconvenience caused. Please allow up to 5 working days for your order to be delivered. If it still hasn’t been delivered after this time frame has elapsed, please contact us at hello@thenurserystore.com and we will resolve the issue for you. Please note, we are unable to action anything before the 5-day time period has elapsed.

I’ve received the wrong item. What should I do?

We apologise for the inconvenience – this falls below the high standards that we set for ourselves. Please email us at hello@thenurserystore.com and we’ll resolve this as soon as possible. In your email, please include anything you think will help, such as the order number, item number, any explanation/images/videos of the issue, and details of what you should have received.

Order changes & cancellations

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

If your order has not yet reached the picking stage, you can make changes to it. 

Unfortunately, any orders that have entered the picking phase cannot be modified. In such cases, you’ll need to accept delivery of the order and return it. 

Please note that orders paid via Klarna, Clearpay or PayPal Credit cannot be amended 

International shipping

Do you ship internationally?

Sorry, no, we don’t ship internationally. We only ship to the UK including Northern Ireland*. *Large furniture items are excluded from shipping to Northern Ireland. Please contact us for more information.

Courier & delivery co-odination

Will all my items be delivered with the same courier?

If you have order multiple items, they may arrive via different drivers.

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.

Do you ship internationally?

No, sorry, we only deliver to the UK mainland.

Delivery timing & tracking

How do I track my delivery?

If you’ve registered either a mobile phone number or email address with us, you’ll receive tracking details on the morning of your delivery day.

My item is showing as despatched, but there are no tracking details?

We’re sorry you’re having trouble tracking your order. Please allow up to 5 days for any updates to show as, from time to time, large volumes in the carrier networks can delay parcels. If you still haven’t received your order after this time period, please get in touch with us via our Contact us page.

Why has my delivery date been changed?

The delivery dates we give for pre-order items are preliminary and liable to change. In very rare occasions, non-pre-order item delivery dates may change due to circumstances beyond our control, such as a shipping container delay. In both cases, we will advise you of any changes to your delivery date.

My item has been marked as delivered but I haven’t received it?

We’re sorry to hear your item is not where you expect it to be. Please check with all members of your household and close neighbours to see if they’ve signed for it. Please also check any named safe locations where it may have been left.

We ask you that you report missing deliveries as soon as you are able. This will give us time to request that the driver return to your property to try and resolve the issue.

If you can see from the delivery image that your order was left in your safe location, we may need a crime reference in order to proceed, as this would be classed as theft of property. You can report this to the police via the link below.

Report to the police

Once you have completed the above, please use our Contact us form to get in touch.

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.

Will all my items be delivered with the same courier?

Your items may potentially be delivered by more than one driver, so don’t worry if you don’t receive everything together in the first delivery – the rest is on its way!

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.

What should I do if I’ve received my goods, but the packaging is damaged?

Please check to see if the contents are damaged. If they are, please contact us by email with details of your order, and any images or videos of the damage, and we’ll get back to you as soon as possible with a resolution.

I’ve received the wrong item. What should I do?

We apologise – this shouldn’t happen. Please contact us by email and include clear images of the incorrect item you received and the barcode from the packaging for our reference. This will allow us to resolve the issue faster.

Why has my item been returned to you?

RTS (Returned To Sender) occurs when the courier has made at least 2 attempts at delivery, the item(s) have been held in the local depot for 2 days from the date of the second delivery attempt, and the recipient has not attempted to make alternative arrangements with the courier within this time frame.

If your item has been RTS, re-delivery charges will apply.

Please contact us by email to rearrange delivery.

What if I’m not in when my delivery is attempted?

If a delivery is missed or cancelled, unfortunately there would be additional charges to redeliver the item(s). This starts from £25.00 per delivery.

**The free delivery on furniture only applies for attempted delivery once. Any delivery that fails will incur failed delivery charges **

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