Frequently Asked Questions
1. Where are you based?
We’re an online-only store based in the UK. All our storage, restoration, and photography facilities are located here. We don’t have a physical showroom (yet!), but every item listed online is available and ready to ship.
2. Do you deliver?
Yes — we offer nationwide delivery across the UK. Delivery costs vary based on the size and weight of the item and your location. You’ll see an estimated delivery fee at checkout, or you can contact us for a quote before purchasing.
We use trusted couriers who handle vintage furniture with care. Local delivery around Bristol may be handled by our in-house team.
3. Can I collect my item instead?
Yes, local collection from our Bristol facility is available by appointment. Just contact us with an email themed “Local Collection”, and we’ll be in touch to arrange a suitable time.
4. How long will delivery take?
Most items are delivered within 5–10 working days. For remote locations or larger pieces requiring two-person delivery, it may take slightly longer. We’ll keep you updated every step of the way.
5. Do you accept returns?
We accept returns within 14 days of delivery for a full refund, excluding delivery charges.
To be eligible, the item must be returned in its original condition. Return shipping is the buyer’s responsibility unless the item is faulty or damaged.
Please note that vintage items are sold as seen — natural wear and minor imperfections are part of their charm and will always be noted in the product description.
6. What if my item arrives damaged?
If your order arrives damaged, please contact us within 48 hours with clear photos. We’ll do our best to resolve the issue — whether that’s a refund, repair, or replacement (if available).
7. Can I reserve an item?
Yes, we’re happy to hold items for up to 48 hours — just send us a message. For longer holds, a non-refundable deposit may be required.
8. Do you offer restoration or custom work?
We occasionally take on small restoration or refinishing projects for clients — especially if you’ve purchased the piece from us. Drop us a message with the details, and we’ll see what we can do.
9. Are all your items vintage?
Yes. Every piece is genuinely vintage — typically from the 1950s to 1980s — and carefully curated for style, quality, and longevity. All condition details are transparently listed in each product description.
10. How can I contact you?
You can reach us anytime via email at hello@nestory.co.uk or through our Contact page. We aim to respond within 24 hours (Mon–Fri).