These answers cover the questions customers most often need before and after ordering. For help with a particular order, use our Contact page.
Orders and delivery
Where do you deliver?
We deliver to UK addresses accepted at checkout. Remote postcodes may take longer. If checkout does not offer a delivery method for your address, contact us before ordering.
How much is delivery?
| Order value | Standard Delivery | Express Delivery |
|---|---|---|
| £0.00 to £99.99 | £7.99 | £14.99 |
| £100.00 to £199.99 | £17.99 | £27.99 |
| £200.00 to £299.99 | £26.99 | £37.99 |
| £300.00 to £499.99 | £41.99 | £52.99 |
| £500.00 or more | £63.99 | £98.99 |
The options and charges shown at checkout apply to your order. Read the full Shipping Policy.
When should my order arrive?
In-stock items normally take 1 to 3 working days to process. Made-to-order, personalised or special-finish items normally take 5 to 7 working days to process. After dispatch, Standard Delivery normally takes 12 to 15 working days and Express Delivery normally takes 5 to 8 working days. A product page may state a different lead time where necessary.
How do I track my order?
We send a dispatch email when your order leaves us. If tracking is available, the email includes the carrier's tracking link. See Track your order for help.
Can I change my delivery address?
Contact us as soon as possible with your order number and the correct address. We cannot promise to change an address after processing or dispatch has started.
Choosing and fitting hardware
What does centre-to-centre mean?
For a handle with two fixing points, centre-to-centre is the distance from the centre of one screw hole to the centre of the other. Measure this separately from the handle's overall length. If you are replacing existing hardware, match the fixing-hole centres before ordering.
How do I choose the right size?
Check the product's overall dimensions, projection and fixing-hole centres against your door or drawer. If the furniture is already drilled, the existing hole centres usually determine which sizes will fit without alteration.
Are screws or fixings included?
The relevant product page will state what is included. Furniture and door thicknesses vary, so check that the supplied or recommended fixings suit your installation before starting work.
Will the finish look exactly like my screen?
Screens, room lighting and production batches can affect how a finish appears. Materials designed to age may also change with handling and time. Request a sample if an exact finish decision matters to your project.
Can I install the hardware myself?
That depends on the product, the furniture and your experience. Check all measurements before drilling. If you are unsure about the fixing method, suitable screws, clearances or load, use a competent installer.
Returns and product problems
What is the return period?
NESFORM offers a 90-day return period for eligible products. Conditions apply to voluntary returns, and made-to-order or personalised items are not normally eligible for a change-of-mind return. Your statutory rights are not affected. Read our Refund Policy before sending anything back.
How long does a refund take?
We issue refunds to the original payment method within 7 calendar days. For an eligible return under our voluntary 90-day policy after the statutory cancellation period, this starts when we receive the returned item. Statutory cancellations and refunds for faulty goods have different starting points, explained in our Refund Policy. Your bank or card provider may take additional time to show the credit after we issue the refund.
What if an item is damaged, faulty or incorrect?
Contact us with your order number, a description of the problem and clear photographs where useful. Keep the item and packaging until we tell you the next step.
Where should I send a return?
Ask us for return instructions first. Do not use an address printed on a parcel label unless we confirm that it is the correct returns address.
Samples and trade
Can I request a finish sample?
Yes. Sample availability, cost and delivery depend on the finish and sample type. Visit Samples to see what information to send us.
Do you work with trade customers?
Yes. Interior designers, kitchen businesses, cabinet makers, joiners and other project customers can enquire through our Trade Programme. Approval, pricing and terms depend on the account and project.