Frequently Asked Questions
What is the best way to contact The Nursery Window if I have an enquiry?
The best way to contact us is via email: office@nurserywindow.co.uk we aim to get back to you within 24 business hours, we operate Monday-Friday 10am-5pm.
Do you still have a physical store?
No, we are fully exclusively online only.
Can I amend my order?
You are welcome to amend your order, but you must let us know as soon as possible via email, within an hour would be most ideal. If your order has been dispatched already no amendments can be made unfortunately.
If something I want to order is out of stock, how long until it comes back into stock?
Most of our items are made by our seamstress, most things will be on order and should arrive back in stock within 6-8 weeks.
My payment got rejected what should I do?
If your payment gets rejected it is probably due to the strict fraud payment rules that are in place, which requires 3D verification. If you are having issues, feel free to email us with your full name, billing address, full order and delivery address if it is different to your billing address, we can then send over a payment link or details for you to bank transfer.
Can I place my order over the phone?
We advise the best way to place an order is via the website or if you are struggling with the site via email (office@nurserywindow.co.uk), unfortunately we cannot take payment over the phone as we don’t have any means to process your payment ourselves.
How long will my order take to arrive?
For UK orders we aim to dispatch within 3-5 working days, once you have received your dispatch email, you will receive your order in 1-2 working days. For overseas orders we aim to get you a quote within 3-5 working days. Once payment has been received for overseas shipping, we aim to have the order collected within 1-4 working days by the shipping company.
I am ordering from outside of the UK, how do shipping charges get calculated and how will I be charged?
Once you place your order, we get to work packing your order in the most efficient and effective way. We measure the parcel and weigh it to be able to find a quote over on the Transglobal website, which gives a range of shipping options. We will always choose one we see most appropriate, which is most often FedEx, unless another is requested by the customer. We will then send over an email, with your quote and lead time. If you are happy with the quote and would like to proceed, we will provide details on how to make the payment.
I have received my order and it isn’t quite right, can I send it back?
You are welcome to send back your order if it isn’t quite right, please contact us via email within 14 days of receiving your order. We will email over an unpaid return label with our address and a return form to print and fill out (if you do not have access to a printer that isn’t a problem, just pop in a note with the relevant information). Once we have received the order back, we will then inspect the item and if we are satisfied with the way in which it has been returned, will process the refund of your order. The refunded amount should arrive into your account within 3-5 business days, if you have any issues after 5 business days please email us and we will chase it for you.