Frequently Asked Questions
Find answers about our products, shipping, payments and returns.
Products
What we make, how our products are crafted, and what you can personalise.
Do the products arrive ready to hang?
Yes. All products are shipped with installation instructions and the necessary fixings included. Most models require only a few simple holes in the wall. Installation takes between 10 and 20 minutes and no specialist tools are needed.
Can I personalise a product?
Yes. Personalisation is available across several products, from name signs for children's rooms to personalised gifts. The available options appear directly on each product page. If you want to add a special message to a gift order, contact us before placing the order.
How do I care for my products?
Keep them away from direct moisture and intense sunlight. To clean, use a dry or slightly damp cloth without chemical products. With simple care, your piece will last for decades. Cork products follow the same guidelines.
Are your products sustainable?
Yes. We use FSC-certified wood and natural cork in all our products. Every order plants one tree through verified reforestation projects.
Shipping & Delivery
Production times, estimated delivery by destination, and customs information.
How long will it take to receive my order?
All products are made to order. Production takes 2 to 3 business days, after which shipping time applies:
- Portugal: 1 to 2 business days
- Spain: 2 to 3 business days
- Rest of Europe: 3 to 7 business days
- Outside Europe: 5 to 20 business days
Once your order is dispatched, you will receive an email with a tracking number to follow your delivery in real time. Delivery times may vary due to customs procedures or carrier delays.
I need my order by a specific date, is that possible?
In most cases yes. Add the date in the order notes or contact us before purchasing. For international orders we recommend ordering at least 10 days in advance.
Where do you ship to?
We ship across Europe and to most countries worldwide. Shipping costs and options are calculated automatically at checkout, before you complete your purchase. We work with DHL, UPS, GLS and CTT depending on the destination.
Will I have to pay customs fees?
Orders within the European Union are not subject to customs fees. For countries outside the EU, such as Switzerland, Norway or the United Kingdom, local duties may apply and are the responsibility of the recipient.
Payments
Secure checkout, available payment methods, and order confirmation.
What payment methods do you accept?
We accept credit and debit cards, PayPal, Google Pay, Apple Pay and Klarna. All payments are processed securely through Shopify Payments.
Will I receive a confirmation and invoice?
Yes. After completing your order you will immediately receive a confirmation email with your order details. Your invoice is sent automatically by email.
Returns & Refunds
Changed your mind or something is not right? We will sort it out.
What is your return policy?
You have 30 days from the date of receipt to return a non-personalised product. The item must be in its original packaging, unused. Personalised and made-to-order products are not eligible for return, except if they arrive damaged or defective. To start a return, contact us at support@woodnest.co with your order number.
What if my order arrives damaged?
Check your order at the time of receipt. If the product arrives damaged or defective, send us an email to support@woodnest.co with photos of the product and packaging within 48 hours.
How does the refund work?
The refund is processed to the same payment method used at checkout, or by bank transfer if you prefer, within 14 business days of us receiving the returned item.