Delivery & Returns
Important Delivery Information
Please ensure you—or anyone accepting delivery on your behalf—have read and understood the following guidelines before your order arrives.
Delivery Process
Each product on our website includes a delivery timeframe. Please check the product page for this information.
To guarantee your order arrives in excellent condition, we only use the manufacturer's own delivery teams. This is typically a 2-person crew who will deliver to your room of choice, provided safe access is available.
You’ll be contacted directly by the delivery team to schedule a convenient delivery date and time slot.
If you’ve purchased the assembly service, your bed will be delivered and assembled during the same visit. Please ensure the assembly area is clear and accessible.
We strongly advise that you do not dispose of any old beds or mattresses until your new items have been delivered and checked. We cannot accept responsibility for early disposal.
Receiving Your Order
All items must be signed for by you or a nominated representative who has read this information.
Deliveries to business addresses will be considered received once signed for by any employee at that location. We cannot leave goods unattended or outside any premises.
Delivery Times & Multiple Items
We aim to deliver within 3–5 working days unless stated otherwise in the product description. Please check each item carefully.
If you order multiple items with different delivery times (e.g., Next Day vs. 3–5 Days), they will arrive separately. To ensure Next Day Delivery, do not mix items with different delivery timeframes in the same order. We recommend placing separate orders to avoid delays.
Partial dispatch may be possible at your request—please contact us. Additional delivery charges may apply.
Missed Deliveries
If you're unable to accept your delivery, please notify us at least 48 working hours in advance. Cancellations or changes after this may incur a minimum fee of £25 for failed delivery and rebooking.
If no one is available to receive the order on the agreed date, a redelivery fee may also apply.
Before Signing for Delivery
Please check the outer packaging carefully for any signs of damage. If you notice damage—even minor—ask the delivery team to take photos using their handheld device.
Do not sign for items as "UNCHECKED"—this invalidates transit insurance. If no damage is recorded at the time of delivery, the goods will be considered received "in good order," and we may be unable to process claims for transit damage.
Multi-Package Orders
Make sure the number of packages received matches what is listed on the delivery note or product labels.
If packages are missing, clearly note how many were received on the driver’s handheld device and notify us within 2 days. Failure to record missing items during delivery may delay the resolution.
Transit Damages
In the rare case of damage during transit, we’ll arrange a prompt replacement. Please ensure the driver takes photos of any visible damage, and take your own photos as well.
IMPORTANT: If no photos are taken by the driver, and you sign as “in good order,” we cannot claim against the courier’s insurance.
Keep all parts of your delivery, even if damaged—this will help us resolve the issue more efficiently. Notify us within 48 hours, ideally on the same day. Email any photos to help us process your claim.
Wrong Items Received?
If you've received the incorrect product, please contact us within 3 days. Do not use the item and repackage it in the original packaging to avoid further damage.
We’ll arrange a collection and send out the correct item. For small products, we may ask you to return them by post, and we’ll refund the postage.
Returns Policy
We offer a 14-day money-back guarantee. If you change your mind about your purchase, you can return the items within 14 days of receipt for a full refund of the goods' value—provided they are returned unopened, unused, and in their original packaging with all seals intact.
We recommend sending returns via an insured service (e.g. Royal Mail Special Delivery) as Nellie and Nod cannot accept responsibility for items lost or damaged in transit.
Please note:
We cannot accept returns for items that have been opened, used, or partially/fully assembled.
Always ensure you are fully satisfied with the product before beginning assembly.
Need Help with Returns?
If you'd like us to arrange collection, please get in touch with your preferred collection date. A collection charge will apply. Once your items have been returned and inspected at our warehouse, we will issue any applicable refund.
Your Right to Cancel
Under the Consumer Contract Regulations 2013, you have a 14-day cooling-off period from the date of delivery. Within this period, you may cancel your order for a full refund, including any special delivery fees—as long as the goods have not yet been dispatched.
If your order has already been shipped, you’ll need to return the goods to us at your own cost. A full refund (excluding any special delivery charges) will be processed once we receive and inspect the returned items.
If your return is due to a manufacturing fault, we will collect the goods from you free of charge.
Manufacturer Defects
Natural materials like wood may have minor imperfections or variations. While we only work with trusted, high-quality manufacturers, occasional defects can occur.
If you find any faults, significant marks, or damage after opening your order, please notify us as soon as possible by emailing info@nellieandnod.com. Be sure to include clear photos of the issue, as we require visual proof to request replacement parts from the manufacturer.
We will arrange for the appropriate replacements to be sent to you.
Missing Parts?
If any parts are missing from your order:
Email info@nellieandnod.com
Include the part number (found in your assembly instructions)
Let us know how many of each part you need
If replacement parts are too large to fit through your letterbox, please suggest a suitable delivery date.
We do not stock spare parts for all products, but we will order any required items and provide an estimated delivery time. This usually takes no more than 7 days, though custom or made-to-order items may take longer. We’ll do our best to keep wait times as short as possible.
Please refer to our full Terms of Service for more detailed information.