# Frequently Asked Questions (FAQ) – Nestena
Last Updated: September 26, 2025
Welcome to the Nestena FAQ page! We've compiled answers to our most common questions to help you have a smooth and enjoyable shopping experience. Our goal is to provide you with all the information you need, right at your fingertips.
If you can't find the answer you're looking for, please don't hesitate to reach out to our dedicated customer support team through our Contact Us page.
Ordering & Payment
What payment methods do you accept?
We accept a wide range of secure payment methods to make your checkout process as convenient as possible. Our payments are processed through Shopify Payments, which includes Visa, Mastercard, American Express, Discover, and other major credit and debit cards. We also offer accelerated checkout options like Shop Pay, Google Pay, and Apple Pay.
Is my payment information secure?
Absolutely. Your security is our top priority. All transactions are processed through Shopify Payments, a certified Level 1 PCI DSS compliant platform. This means your payment information is encrypted and handled with the highest level of security from start to finish.
How do I know my order was placed successfully?
Once you complete your purchase, you will receive an order confirmation email at the email address you provided during checkout. This email will contain your order number and a summary of your purchase. Please check your spam or junk folder if you don't see it in your inbox.
Can I modify or cancel my order after placing it?
If you need to modify or cancel your order, please contact our customer support team at support@nestena.com as soon as possible. We process orders quickly, often within a few hours. While we will do our best to accommodate your request, we cannot guarantee changes once an order has entered the processing phase with our suppliers.
Shipping & Delivery
How much does shipping cost?
We are delighted to offer Free Shipping on all orders delivered within the United States. There are no hidden fees or minimum purchase requirements for our standard shipping service.
Where do you ship to?
Currently, Nestena ships exclusively to addresses within the United States. We do not offer international shipping at this time.
How long will it take to receive my order?
Our total estimated delivery time is a combination of order processing and transit time. You can generally expect your order to arrive within 8 to 13 business days.
Here is a breakdown of the timeline:
|
Stage
|
Timeframe
|
|
Order Processing
|
1 to 3 business days
|
|
Transit Time
|
7 to 10 business days
|
|
Total Estimated Delivery
|
8 to 13 business days
|
Business days are Monday through Friday and exclude public holidays.
How can I track my order?
Once your order has been dispatched from our supplier, you will receive a shipping confirmation email that includes your tracking number and a link to monitor your package's journey. Please allow 24-48 hours for the tracking information to become active.
Why might my order arrive in separate packages?
To bring you a diverse and curated collection of high-quality home goods, we partner with a network of specialized suppliers. Because of this, items in a single order may be shipped from different locations and arrive in separate packages at slightly different times. You will receive tracking information for each individual package.
What should I do if I entered the wrong shipping address?
It is crucial to ensure your shipping address is correct at checkout. If you notice an error, please contact us immediately at support@nestena.com. We will attempt to correct the address before the order is processed, but we cannot be held responsible for orders shipped to an incorrect address provided by the customer.
Returns & Refunds
What is your return policy?
We offer a 14-day return policy, which means you have 14 calendar days from the date you receive your item to request a return. To be eligible, the item must be unused, in its original packaging, and in the same condition you received it. For full details, please review our Return & Refund Policy.
How do I start a return?
To initiate a return, please email our support team at support@nestena.com with your order number and the reason for the return. If the item is damaged or incorrect, please include clear photos or a video. Our team will then provide you with detailed instructions on how to proceed.
Who pays for return shipping?
If you are returning an item due to a change of mind, you will be responsible for the return shipping costs. If the return is due to an error on our part (e.g., the item is defective, damaged, or incorrect), Nestena will cover the full cost of return shipping.
What if my item arrives damaged or defective?
We take great care in selecting our suppliers, but issues can occasionally occur. If your item arrives damaged or defective, please contact us at support@nestena.com within 7 days of delivery. Be sure to include photos of the issue so we can resolve it for you quickly with a replacement or refund.
How long does it take to get a refund?
Once we receive and approve your returned item, your refund will be processed to your original payment method within 30 calendar days. Please note that it may take your bank or credit card company an additional 3-7 business days to post the refund to your account.
Products & Stock
Are the products on your website in stock?
Yes, all products listed on our website are in stock and available for purchase. We work closely with our network of suppliers to ensure our inventory levels are accurately reflected on the site, providing you with a reliable shopping experience.
Where are your products sourced from?
To offer a unique and high-quality collection, we source our products from a curated network of trusted manufacturers and artisans. This allows us to handpick beautiful and functional pieces that will elevate your home, shipped directly from the source to you.
About Nestena & Contact
How can I contact customer support?
The best way to reach us is by email at support@nestena.com. Our team is ready to assist you with any questions or concerns.
What are your business hours?
Our customer support team is available from Monday to Friday, 9:00 AM to 6:00 PM (Mountain Time). We are closed on weekends and public holidays.
Do you have a physical store?
Nestena is an exclusively online retailer. This allows us to keep our costs down and pass those savings on to you, all while offering a wider selection of products than a traditional brick-and-mortar store.
We hope this FAQ has been helpful! If you have any other questions, please do not hesitate to contact us.
