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Shipping & Returns

Shipping Policy

At SmartNestr, we aim to get your order to you as quickly and smoothly as possible. Below is everything you need to know about our shipping process.

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Processing Time

Orders are typically processed within 3–5 working days. Once your order is packed and ready, you'll receive a tracking number 2–3 days before delivery.

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UK Shipping

  • Standard Delivery: 5–7 working days

  • Express Delivery (24/48h): Available for £5.99 — please contact us before placing your order if you’d like to upgrade.

  • Tracking is provided once your order is dispatched.

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International Shipping

  • Delivery Time: 5–10 working days (3–5 days processing + 3–5 days delivery)

  • We fulfill most European orders from within the EU (e.g. Germany or The Netherlands) to help avoid customs delays or import fees.

  • Express International Delivery (48–72h) may be available — contact us to check availability for your country.

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Customs & Import Fees

We aim to ship from regional warehouses where customs fees do not apply. If that’s not possible, we’ll let you know when you order. Any import duties or taxes are the responsibility of the buyer.

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Order Tracking

You’ll receive tracking information 2–3 days before your delivery. If you need an update earlier, simply reach out to us and we’ll be happy to help.

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Address Changes

Need to change your shipping address? Contact us as soon as possible via LiveChat, email, or phone. We’ll do our best to update it before dispatch.

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If you have any further questions about shipping or delivery options, feel free to contact our support team—we’re always happy to help.

Return & Exchange Policy

We want you to feel confident shopping with SmartNestr. If something isn’t quite right, our returns and exchange process is designed to be clear, fair, and easy.

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Return Window

You have 28 days from the date of delivery to request a return or exchange. Items must be unused, in their original packaging, and in resaleable condition.

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How to Start a Return or Exchange

To initiate a return or exchange, the fastest way would be to complete our return/exchange form. You can also contact us directly via email or LiveChat with your order number and the reason for your return.

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Return Shipping

  • For most returns, we provide a prepaid return label.

  • If the return is due to a change of mind, a small fee (usually around £3) may be deducted from your refund to cover return shipping.

  • Returns due to product faults are covered at no cost to you.

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Exchanges

Yes, we offer exchanges! Simply indicate that you’d prefer an exchange when completing the form, and we’ll handle the rest.

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Refunds

Once your return is received and inspected, your refund will be processed within 48 hours. You’ll receive a confirmation email once it’s issued.
Refunds are returned to your original payment method and typically appear within 3–7 working days, depending on your bank.

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Faulty or Damaged Items

If you’ve received a faulty or damaged item, please contact us within 28 days of receiving your order. We’ll arrange a return and provide a replacement or full refund. All SmartNestr products are covered by a 12-month warranty for faults not caused by customer damage or misuse, you will be entitled to repair/replacement.

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Important Notes

  • Items returned outside of our 28-day window may not be accepted.

  • We are not responsible for returns sent without authorisation - Returns must be first approved and the UK return address will be provided. Returns made without authorisation are likely to get lost (as we manage thousands of parcels a day) and will be rejected.

  • For hygiene reasons, certain items may not be eligible for return unless faulty (this will be noted on the product page).

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If you have any questions or need help at any point in the process, our support team is here for you.

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