FAQs

What is Hoodnest?

Hoodnest is a United Kingdom–based online retailer that provides premium furniture designed for daily living. The business focuses on functionality, clarity, and structural reliability in every transaction to make shopping for your home a straightforward experience.

Where is Hoodnest located?

The registered business address of Hoodnest is 151 Lewisham High St, London SE13 6AA, United Kingdom.

What are your business hours?

Hoodnest operates from Monday to Friday, 9 AM to 5 PM (GMT+00:00). Orders can be placed online at any time, but inquiries are handled during these working hours.

How can customers contact Hoodnest?

Customers can reach the support team by email at support@hoodnest.store.

Do you ship outside the United Kingdom?

No. Hoodnest currently ships only within the United Kingdom.

What is the shipping cost?

We offer Free Shipping on all orders across the United Kingdom, with no minimum spend or hidden fees.

When are orders processed?

Orders received before 5 PM (GMT+00:00) are processed on the same business day. Orders placed after that time are processed the next working day.

How long does it take for orders to ship?

Orders are processed within 1–3 business days. Once shipped, delivery usually takes an additional 3–4 business days, for a total delivery window of 4–7 days.

How can customers track their orders?

A tracking number is provided via email once the order has been shipped. This allows customers to monitor their delivery status directly with the carrier or freight service.

Which payment methods are accepted?

Hoodnest accepts Mastercard, Visa, American Express, UnionPay, Apple Pay and Google Pay as a secure payment method.

Can an order be canceled or changed after placement?

Customers can modify or cancel an order only if it has not yet been shipped. Once dispatched, the order cannot be altered. Customers should contact support as soon as possible for such requests.

What if a product arrives damaged or defective?

If a product arrives damaged or defective, customers can request a return or exchange within 90 days of receiving the product. The team will review the case and provide return instructions.

Are returns accepted for non-defective products?

Yes. Hoodnest accepts returns for both defective and non-defective items within 90 days of delivery. Returned items must be in their original condition, unassembled, and in their original packaging.

Is there a restocking fee?

No. Hoodnest does not charge any restocking fee for returned or exchanged items.

Who covers the cost of the return shipping label?

Customers are responsible for the cost of the return shipping label.

How long does a refund take to process?

Refunds are completed within 14 business days after the returned product is received and inspected.

Can customers request an exchange instead of a refund?

Yes. Hoodnest allows exchanges for items of equal value within the 90-day return period, subject to availability.

What should be done if the wrong item is received?

If the product received differs from the one ordered, customers should contact Hoodnest immediately via email. The team will verify the order and provide a solution.

Are Hoodnest’s products under warranty?

Hoodnest does not provide extended warranties. However, customers are protected by the store’s Return and Refund Policy, which covers defective or damaged products within 90 days.

How is customer data protected?

Hoodnest safeguards personal information through secure systems and adheres to its Privacy Policy. Customer information is used only for processing orders and communication.

Is payment information stored or shared?

No. Payment transactions are processed through encrypted, third-party systems. Hoodnest never stores or has access to payment details.

What happens if a package is delayed?

If a package is delayed beyond the estimated timeframe, customers can contact support for assistance. The team will provide updated tracking details and coordinate with the carrier.

Can customers pick up their orders directly?

Currently, in-store pickup is not available. All orders are shipped directly to the provided delivery address.

How can customers share feedback or suggestions?

Feedback and suggestions can be sent to support@hoodnest.store. All feedback is reviewed to improve service quality and policy transparency.

What details should be provided when contacting support?

To help the team respond efficiently, customers should include their full name, order number, and a brief summary of their inquiry.

What should customers do if they miss their delivery?

If delivery is missed, the carrier may attempt redelivery or hold the package for pickup. Customers can use the tracking number to contact the carrier and reschedule. For large furniture freight, rescheduling may require coordinating directly with the freight company.

How can customers confirm that a return has been received?

Once the return is received, Hoodnest sends an email confirmation and begins the refund or exchange process as per the outlined timeline.

Does Hoodnest offer promotional discounts?

Hoodnest focuses on maintaining transparent and consistent pricing. Any valid promotions will be clearly displayed on the website during checkout if available.

How often are store policies updated?

Policies are reviewed and updated periodically to ensure ongoing compliance with business and consumer regulations.

Can customers contact Hoodnest outside of business hours?

Inquiries sent outside business hours are received and recorded. The team reviews and responds to them the next business day.

Does Hoodnest offer personalized or custom product options?

At present, Hoodnest does not offer custom resizing, modifications, or bespoke adjustments. All items are shipped exactly as detailed in their standard product descriptions.

What materials are used in the products?

Product materials vary by item (e.g., specific wood types, metal frames, upholstery fabrics) and are clearly listed in each product description, including dimensions, weight limits, and assembly instructions.

How does Hoodnest ensure accuracy of product information?

Each listing is reviewed for accuracy before publication. Dimensions, weight capacities, materials, and assembly requirements are verified to minimize discrepancies between the actual furniture piece and its description.

Can orders be placed over the phone?

Hoodnest currently accepts orders exclusively through its online store. Support is available via email for inquiries and assistance.

What if a payment fails during checkout?

If a payment does not process successfully, customers should verify their payment details. If the issue persists, they may contact their financial institution or Hoodnest’s support team for guidance.