FAQs

HOW DO I OPEN AN ACCOUNT?

It’s really easy to create an account, just click onto ‘My Account’ and select ‘New Customers’ to enter your details. Please be aware that you can only use standard English characters to register.

Please make sure your account is registered in your own name and the delivery address matches the billing address of your credit or debit card.

SIGNING IN TO MY ACCOUNT

Please click onto ‘My Account’, enter your email address and password you used when you opened your account and click ‘Sign In Now’.

It’s easy to forget your password. If you can’t remember your password, click ‘Forgotten Password’ and follow the instructions.

We will create a temporary password for you, which will be sent to your registered email address.

To make your password more secure:

UPDATING MY DETAILS

You can change your address, telephone number and email address on your account by simply clicking onto ‘My Account’ and then ‘Edit your Details’.

Just make sure you change your details if you’ve recently moved before placing an order.

As we process orders quickly, we can’t change your address once you’ve placed your order. Orders placed before you updated your address details will be delivered to the address shown on your email confirmation.

I HAVE FORGOTTEN MY PASSWORD

If you can’t remember your password, click ‘Forgotten Password’ and follow the instructions. We will create a temporary password for you, which will be sent to your registered email address.

If you enter your password incorrectly 3 times, you will be asked to enter a unique code shown on your screen to continue.

Please note: If you have not placed an order within the last 12 months, you will be required to open a new account, simply register‘here’

UPDATING MY PASSWORD

How can I change my password?

Just sign into ‘My Account’ and select the ‘Reset Password’ link.

We will create a temporary password for you, which will be sent to your registered email address.

HELP WITH MY ACCOUNT

Closing my account

We’re really sorry to hear you’d like to close your account. Please make sure you’ve received all orders and any outstanding refunds before contacting us to do this for you.

I WANT TO CHANGE THE MARKETING INFORMATION I RECEIVE

If you’d like to update the Marketing information you receive from us, simply sign into ‘My Account’, tick/untick the box after ‘Communication Preference’ and click ‘Update’.

You can also unsubscribe at the bottom of a recent promotional email. Simply click on the ‘Opt out’ link and select ‘Unsubscribe’.

If you unsubscribe to our marketing emails you won’t receive information on the latest offers, reductions and when the Next sale will be on our website.

It may take a few days for our records to be updated, so please don’t worry if you receive any emails within this time.

PLACING AN ORDER

You must have a Next account to place an order. If you're an existing customer, you can enter your registered email address and password to sign in before starting your order.

To place an order, simply click on an item, select the size and press ‘Add to Bag’. If you know the item number, you can enter this into the search box or use our ‘Quickshop’ option. You can also browse our categories using the drop down menus at the top of the page.

Once you’ve finished shopping, just select ‘Go to Checkout’ from your shopping bag.

If you don’t have a Next account, don’t worry – you can create one at the checkout.

You can then choose your method of payment and complete your order.

We will send an email confirmation to your registered email address once the order has gone through, this can take a few hours to arrive. Remember to check your junk and spam folder too!

you’d like to place your order by phone, we’re open 24 hours a day. Please note we can only take orders over the phone if you’re paying by credit or debit card. The billing address of your credit or debit card must match your delivery address.

CHECKING OUT

I can't check out

If you’re unable to continue to checkout, please check that there are no ‘Sold Out’ items in your shopping bag. Simply remove these before continuing to place your order. We’re really sorry, you can’t pre-order or reserve items at this time.

CHANGING MY ORDER

Can I change an order?

We process orders quickly so that your items arrive as soon as possible. This means we’re unable to change your order once you’ve placed it.

The only exception to this is if you want to cancel an item that is on delay. Please contact us and we can help you with this.

When you receive your order, please take a look at the items. If you still feel they aren’t suitable, just return them to us for a full refund using your preferred method. Please be aware postage must be paid by the sender and won’t be refunded by Next.

SAVING MY SHOPPING BAG

You can save items in your basket using the save for later button. This feature is exclusive to full price items only. Save for later is not available during sale periods.

PROMOTION CODES

From time to time we send promotion codes to customers. To receive your discount, simply enter the code into the ‘Promotion Code’ box at the checkout. The code is made up of a mixture of letters and numbers.

If the promotion code isn’t working, please make sure it has been entered correctly. All promotion codes must be entered in capital letters exactly as they appear on your brochure, promotional card or email. The promotional discount will be applied immediately before payment is taken.

All conditions and expiry dates for any current promotions can be found in our ‘Terms and Conditions’.

CAN I SEE MY PREVIOUS ORDERS?

We’re sorry, it’s not possible to see your order history on your account. Just check your order confirmation email; this will show all the items you've ordered and the expected delivery date.

If you haven’t received a confirmation email within 24 hours of placing your order but have been charged, please let us know and we can check this for you.

HELP WITH AN ORDER

Has my order gone through?

If you’re unsure if your order has been processed, please check if you've received an order confirmation email from us. This should be sent as soon as you’ve placed your order. If you haven’t received a confirmation email after an hour, let us know and we’ll check this for you.

MY ITEM IS OUT OF STOCK

If further stock of an item is expected, an estimated date will be shown in the drop-down menu, for example ‘Order now for delivery in 1-2 weeks’.

Alternatively, why not check out our latest arrivals.

CAN I ORDER A CATALOGUE OR BROCHURE?

We’re really sorry, it’s not possible to order a catalogue or brochure. You can shop our extensive range of products online.

We do send out marketing information from time to time, so please check that you’ve subscribed to receive this by going to ‘My Account’.

WHAT PAYMENT METHODS CAN I USE?

We accept the following credit cards: Visa & Mastercard.

The card must be registered to the account address.

We are unable to accept Cards that are due to expire within the next 5 days. Card details are checked and verified by a third party and goods are despatched once authorisation has been obtained.

CAN I PAY BY GIFT CARD?

We’re sorry, it’s not possible to pay with a gift card online. Gift cards can only be purchased and used in the UK.

HELP WITH SAVED CARD(S)

I want to update my saved card(s)

Simply go to ‘My Account’ and select the option ‘Manage Saved Cards’. Choose the card that you want to update and you will see the ‘Edit Card’ screen.

Deleting a saved card

Simply go to ‘My Account’ and select the option ‘Manage Saved Cards’. Choose the card you’d like to delete, and select the ‘Delete Card’ option. This will be removed from your account immediately.

HELP WITH PAYMENTS

I can't make a payment

Some banks require further security checks before allowing a card payment to be processed. If your card payment is declined at the checkout, please contact your bank directly who will be able to advise you further. Please also make sure that your payment card is set up by your card issuer for international payments.

Has my payment gone through?

Check if you’ve received an order confirmation email from us. This should be sent as soon as you’ve placed your order. If you haven’t received a confirmation email after an hour, let us know and we’ll check the status of the payment for you.

DELIVERY KEY INFORMATION

Home Delivery

Great news, shipping is currently free for all orders over $250. Orders under $250 will be charged at $10 for shipping per order.

Delivery will be by DPD international

Delivery Times

Additional delivery information

We’re sorry, shipping to an alternative address other than the account address is not possible. This includes a work address, PO Box or an address in another country.

Please be aware that if you place multiple orders close to each other, they may be packed together to ensure you receive the goods as quickly as possible.

Will I be charged customs fees?

Depending on the value of your order and your specific country, you may be charged customs or import fees once your parcel arrives into your country. As stated in our ‘Terms and Conditions’, these fees must be paid by the customer and won’t be covered by Next.

As these charges are set by your country and vary between orders, we’re unable to predict what the charges may be. For further information, please contact your local customs office before placing your order.

You will be responsible for assuring that any products you order comply with state and federal government import regulations.

TRACKING MY ORDER

Want to know the current status of your orders and returns? Simply log into 'My Account' and click on 'My Orders' to see the latest tracking information for your parcel. Once your order is on its way, you’ll receive a tracking number via email. To track your parcel, click on the link in the email and you’ll be directed to the courier website. If you can’t locate the tracking email, please make sure you’ve checked your spam and junk folder.

I HAVE A PROBLEM WITH MY DELIVERY

I haven't received my order

Simply check the online tracking of your parcel by logging into 'My Account' and click on 'My Orders. Alternatively, you can also click on the link in your email from us. If the parcel shows it’s been delivered, but you haven’t received anything, please let us know and we can help you.

An item is missing from my parcel

If an item is missing from your parcel, it may be delayed. In this case, it’ll be sent in a separate parcel once we receive further stock at the warehouse. Please check your order confirmation email as delayed items should be marked with an expected delivery date.

Sometimes an item can be sent separately from a different warehouse. If an item is missing from your parcel, please check your delivery note or parcel insert as you should be advised if an item will be sent later. Also, please check if you have received a second tracking number by email, as this shows that a second parcel has been sent out.

If you receive a damaged parcel, please check that all of the items you ordered are inside. If any items are missing or damaged, please contact us as soon as possible so we can help you.

I've received the wrong item

We’re really sorry if you received the wrong item/it wasn’t as described. Please contact us as soon as possible, so we can help you further.

FAULTY ITEMS

I've received a faulty item

We’re really sorry you’ve received a faulty item. If the item has a visible fault on receipt, please contact us with details of the fault before making a return, so we can advise you what action to take.

My item has become faulty

We’re really sorry your item has become faulty in use. Please contact us as soon as possible with details of the fault before making a return, so we can advise you what action to take.

RETURNS KEY INFORMATION

You can return any unused items within 28 days of receipt by post, using the returns label on the back of your despatch note. Postage must be paid by the sender and will not be refunded by Next. (This does not affect your statutory rights).

All returns should be sent via post to:

NEXT PO BOX 1124

BRADFORD

BD4 6AU

ENGLAND

If you do not return the item within the time specified we may retain the item(s) and/or not refund at all or refund the current or last selling price. All cosmetics, grooming products and certain jewellery can only be returned if found to be faulty. Where a product has a security seal, a refund or exchange will not be given if the seal is broken unless it is faulty.

All cosmetics, grooming products and certain jewellery can only be returned if found to be faulty. Where a product has a security seal, a refund or exchange will not be given if the seal is broken unless the item is faulty.

When will I be credited for the returned items?

Items are refunded to your card when they reach a Next warehouse.

Please allow 28 days for the refund to show on your card.

DO I PAY FOR RETURNS?

Yes, we don’t offer free returns at the moment. Postage must be paid by the sender and will not be refunded by Next.

CAN I EXCHANGE AN ITEM

We’re sorry, we don’t offer an exchange service. However, you can simply return any unsuitable items to us for a full refund as per our ‘Returns Policy’ and place a new order for the item(s) you want.

REFUNDS INFORMATION

When will I receive my refund?

Your returns will be refunded automatically to the method of payment used for the order.

Please allow 28 days for the refund plus the additional time in the table below (which varies by payment method).

You'll receive a confirmation email when the item has been refunded. If you paid by card, please make sure you check your bank statement from the date of the order onwards, as your refund may be shown against the order date.

If you paid using another payment method, please check with the payment provider/issuer to locate the refund.

HELP WITH RETURNS

I've lost my returns note

Don’t worry if you no longer have the returns note or label that was included in your parcel, we can send you a new one by email. You must return the items together with the returns note to avoid any problems processing your refund.

CONTACT US INFORMATION

If you have a question we are available via email. Please click the link below to get started.

Send us an email You're welcome to send us an email, but it may take a few days to get back to you.

Send Email

I have a Complaint

If you aren’t happy with any of our products or our service, we want to hear from you.

We always want to put things right, so please contact us using the methods below:

Email us at International_Complaints@nextdirect.com

Please include your name, address and contact telephone number so that we can get in touch with you as soon as possible.

GO TO TERMS AND CONDITIONS

Terms and Conditions

Childrens Sizing

Womens Sizing

Mens Sizing