NEXTSHOPPER LTD
Nextshopper LTD
124-128 CITY ROAD
LONDON
UNITED KINGDOM EC1V 2NX
Phone: +447737309954
Email: contact@nextshopper.co.uk
send us a message
read the FAQ’s
If you’re unable to drop off your return yourself, you can arrange a collection service with Royal Mail to pick up your parcel. Collections are free and trackable, and all you’ll need to do is get your return booked, packed and ready for pick-up.
Royal Mail Collection
- Book a Royal Mail collection here and follow the instructions provided.
- We’ll need to know which items you’re returning and your reason for returning them.
- Select the date of your collection. Collections can be booked up to 5 days in advance, Monday to Saturday (excluding Sundays and Public Holidays), and you’ll be given a 4-hour time slot for your chosen day. You can specify the safe space location for your collection, choosing from porch or front door, garage, outbuilding, or shed.
No printer needed: the courier will take care of the returns label when collecting your parcel.
Once the courier picks up your parcel, you’ll receive an email confirming the collection with a tracking number to follow your return’s journey.
Your collection address must be accessible to the courier and there’ll need to be someone there to hand over the parcel.
Want to know more about our returns? Check out our Returns Policy.
Disclaimer: our website contains links to websites owned and operated by third parties; these are provided solely for your convenience. NEXTSHOPPER have no control over these sites and are not responsible for their content or availability.
The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (UK) advises that you have fourteen calendar days to cancel the contract for your order with us. Where you do so and comply with the other requirements set out below, we will issue you with a full refund for the items you have purchased and the cost of standard delivery if you’ve paid for shipping. Please note that all returns have to comply with our Fair Use Policy – follow this link for more info.
- The fourteen calendar days start from the day after you receive your order.
- You need to cancel your entire order. If you’ve paid for delivery we’ll refund the cost of Standard Delivery to your country even if you’ve used one of our quicker delivery options. For example, if you pay £5 for a Next Day Delivery service but the cost of Standard Delivery is £3 then we will refund you £3. The extra £2 is not covered under these regulations. If only part of your order is returned, any delivery charge you paid won’t be refunded.
- You should complete the normal returns process within the above timeframe, electing to return all of the items from your order. You may also use the Withdrawal Form attachment and send it back to us. You’ll find details on how to send this back to us on the Withdrawal Form.
- If you have already received your order, you will need to return to us the items from your order that you wish to cancel as per our normal returns process. Where you have completed the Withdrawal Form, we will write and let you know how to do this.
- The items you return must be unworn and in their original condition and will be inspected once we have received them.
- We try hard to accept all returns. Returns to us need to have the original tags still on them but need not be returned to us in the same packaging in which they were delivered to you. However, it is your responsibility to ensure that the returned items are packaged well enough that they won’t be damaged on the way back to us. In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you. In this case we will not refund you. If we do not receive the cancelled order back, we may arrange to have it collected at your cost.
Can I amend my order?
We’re really quick at preparing your order, so we can’t make any changes once you’ve placed it. This includes changing items in the order, the delivery option, delivery address, or payment method.
How do I redirect my parcel?
While changing the delivery address isn’t possible after the order is placed, there are alternative delivery options you can arrange with some of our UK delivery partners, including delivery to a neighbour, delivery to a safe place, or a collection from a specified location – these will differ depending on the delivery partner.
You can check and arrange for the available alternative delivery options using the link in the delivery update email you’ll receive from our delivery partner, or the tracking link in the ‘My Order’ tab in ‘My Account’.
Can I cancel my order?
You can cancel your order within a specific timeframe that depends on your chosen delivery method:
- Next Day Delivery, Evening Next Day Delivery and NEXTSHOPPER Instant: 15 minutes after completing your order.
- Nominated Day Delivery: up to 2 days before your chosen delivery date.
- Standard Delivery: 60 minutes after completing your order.
- Items sold and shipped by an NEXTSHOPPER Brand Partner: 10 minutes after completing your order.
After the above timeframe is up, you won’t be able to cancel it.
How do I cancel my order?
- Go to ‘My Orders‘ to view your recent orders.
- Click on the ‘Cancel/View‘ button next to your order.
If this button is not available, it’s too late to cancel the order before it will be shipped. However, you can still cancel your entire order within 14 days of receiving the goods under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (please visit this page for full details and to access the cancellation form), or otherwise you can return any unwanted items for a refund once you’ve received your order – you’ll find more info on how to return an order here.
Please note: if you cancelled your order through ‘My Account’, we wouldn’t have charged you for it, but the funds may have been reserved by your payment provider. It may take up to 10 working days for the funds to become available again.
How do I cancel a gift voucher?
If you bought a gift voucher, you have 30 minutes to cancel it – just follow the instructions above.
If you provided an incorrect email address, we’ll be happy to amend it for you – just get in touch with us here.
Received a voucher as a gift? You’ll need to ask the person who purchased the gift voucher to get in touch with our Customer Care team.
What should I do if my item’s faulty?
If your item has a fault, please return it to us as soon as possible so we can get this sorted for you. Don’t forget to select ‘Faulty/Broken’ when selecting a reason for your return. Find out how to return an item to us here.
Unable to create a return or your item is in an unreturnable condition? Please get in touch with our Customer Care team here and provide a photo of the faulty item, we’ll be happy to help.
Worn your favourite item one too many times? Please bear in mind that all items are inspected on return, and those with wear and tear rather than a fault may not be refunded.
What should I do if my item’s incorrect?
If you received a wrong item, please send it back to us as soon as you can. You’ll need to select ‘Incorrect Item Received’ as the reason for return when creating your return. Find out how to return something here.
Please note: some brands have non-UK sizes displayed on products, so to check if you received the right size, please have a look at our size guide.
How do I return something to you from the UK?
Returning from Isle of Man, Guernsey, or Jersey? Good news: you can now place your return through My Account! Just follow the instructions below.
Returning an item sold and shipped by an NEXTSHOPPER Brand Partner? Follow this link.
- Returns from the UK are free and trackable.
- You have 28 days from the date your order was delivered or made available for collection to return it.
- We’re paperless, so you won’t receive a returns note with your parcel – don’t worry, you won’t need one, just place your return as described below.
- All returns are subject to our Original Condition and Fair Use policies – check out our Returns Policy.
- It takes up to 10 calendar days for a returned parcel to reach our warehouse and be processed.
- Once we’ve processed your return, your refund may take up to 10 working days to reach your account (this depends on your bank or payment provider) – read more about how refunds work here.
- We don’t offer exchanges – all accepted returns will be refunded.
Something’s not quite right with an item you received? For more info on faulty and incorrect items, follow this link.
All returned items will be inspected upon arrival. If our Quality Control team are unhappy with the condition an item has been returned in (e.g., tags have been removed, or there are signs of wear) and we’re unable to put it back into stock, we may not be able to accept your return and may have to send it back to you.
We may have retained a deduction of £3.95 from your refund in accordance with our Fair Use Policy (see here for further details).
Placing your return
- Go to ‘My Account’ and open ‘My Orders’. Select ‘Create Return’ on the order you want to return. Returning items from multiple orders? No problem – you’ll see all items from the orders you can still return on your screen.*
- Select the items you’re returning and the reasons for return.
- Search for your nearest drop off point, then select ‘Place Return’. You’ll receive a QR code by email – you can also find it in ‘My Returns’.
- Place your return in a single parcel. You can use any packaging you like – doesn’t have to be the one you received your order in – as long as it’s secure.
- Take your parcel and your QR code to your chosen drop off point and they’ll take care of the rest.
Want to book a collection instead? Follow this link for more info on how collections work.
*Please note: when combining your return with items from previous orders, you’ll only be shown the orders that were delivered up to 14 days ago. You can still return qualifying items from orders delivered between 14 and 28 days ago, but you’ll need to place your return directly from these orders.
Packing your return
Please make sure all the items you’ve selected to return fit in one parcel. If they don’t, you’ll need to create a separate return for the second parcel with the items in it – it’ll have its own QR code and tracking number.
You can also send us any opened or used NEXTSHOPPER packaging that you’ve received with any recent orders. We know that not all local recycling facilities accept every type of plastic packaging.
Depending on your chosen drop-off point, please make sure your parcel doesn’t exceed the sizes listed below (otherwise the carrier may not be able to accept it).
EVRi: 15kg, 120x60x60cm
Royal Mail: 20kg, 61x46x46cm
ASDA toyou: 25kg, 90x60x60cm
InPost lockers and shops: 15kg, 41cm x 38cm x 64cm
DPD: 20kg, 60x60x60cm
Dropping off your return
You’ll select your drop-off point when placing your return, but if you change your mind, your QR code can be used at any drop-off point that offers the same returns service as the one you originally selected. Find the nearest drop-off location for your chosen carrier below:
EVRi Drop Off – select ‘Refine Search – pay, print or return in store‘ to see which EVRi locations offer the print in store option.
Royal Mail Post Office finder – use the Filters tool next to the postcode search bar to see which Post Office locations offer print returns label services in store.
ASDA locations
InPost locker and shop finder – InPost lockers are available 24/7, and can be found in handy locations like train stations and supermarkets. InPost shops are available in 7,000+ locations.
DPD drop-off points
If you choose to return through another method, it’s your responsibility to pay for your return. Don’t forget to keep your proof of postage!
Our returns address is: NEXTSHOPPER DC2, GXO Logistics, Armthorpe, Doncaster, DN3 3FB, UK.
Waiting for your refund
You can track the progress of your return by using the tracking number that can be found in the ‘My Returns’ tab in ‘My Account’ or in your return drop off confirmation email. Just copy that number and look it up on the carrier’s website:
ASDA toyou
EVRi (select ‘Track’)
InPost lockers and shops
Royal Mail
DPD
Note: if you returned with InPost, you’ll need to proactively request virtual proof of postage to be sent to you when dropping the return off. To do that, scan the QR code on the locker screen, input your email address, then press “Confirm“.
If you use the NEXTSHOPPER app, make sure to enable push notifications to be notified when your return has been processed. Get more information on notifications here.
Keep hold of your proof of postage in case you need to contact us.
Returns take up to 10 calendar days to reach our warehouse and be processed – we’ll send you an email once that’s done.
After that, it may take a further 10 working days for your refund to reach your account depending on your bank/card issuer. If your refund is a voucher, it will be locked to your account ready for you to use. Read more about how refunds work here.
Your delivery charge may be refunded in some circumstances, for example if you’ve returned your entire order within 14 days of being received or available for collection and it aligns with our Fair Use and Original Condition policies, if the entire order was faulty or incorrect, or if your order has been cancelled under the Consumer Contracts Regulations. You can read more in our Ts&Cs here.
Just one more thing…
Disclaimer: our website contains links to websites owned and operated by third parties; these are provided solely for your convenience. NEXTSHOPPER have no control over these sites and are not responsible for their content or availability.
All returns to NEXTSHOPPER must comply with our Fair Use Policy outlined below.
Partial Refunds
Our Fair Use Policy exists to ensure we can continue offering free returns to the vast majority of our customers.
For the small group of customers who consistently take actions that make providing them with free returns unsustainable, we deduct and retain £3.95 per returned parcel from their refund to help cover the cost of getting the goods back to us.
When deciding whether to make this deduction from your future refunds, we apply an objective formula based on your shopping behaviour, taking into account whether you have made particularly excessive returns well beyond the average NEXTSHOPPER customer’s returns, as well as the number and value of orders made by you.
If you fall into this group, you will still enjoy free returns when:
- You keep £40 or more of any order and are a non-Premier customer; or
- You keep £15 or more of any order and are a Premier customer.
If this £3.95 deduction will apply to your future orders and refunds for returns, we will send you an initial e-mail notification. You will also see a message at the checkout and on returns pages, reminding you how much of the order you need to keep to avoid having £3.95 deducted from your refund. If you don’t see these messages, good news! You’ll continue to receive free returns on your orders.
If you’ve placed an order with Klarna or Clearpay, you’ll be paying for your order in regular instalments. If you return an item within 28 days of it being delivered to you, or available for collection, we’ll arrange a refund to you of the relevant amount, with the return charge deducted (if applicable). NEXTSHOPPER has no liability to you for any instalments or additional charges incurred to Klarna or Clearpay, so make sure you pay them off in full!
Using Klarna or Pay Later in 3 with Klarna? Klarna’s Pay in 3 / Pay in 30 days are unregulated credit agreements. Borrowing more than you can afford or paying late may negatively impact your financial status and ability to obtain credit. 18+, UK residents only. Subject to status. For Terms and Conditions, click here. Late fees apply.
Faulty and Incorrect Items
You can continue to make free returns for products that are faulty or where we have sent you a product that you did not order.
If your item has a fault, please return it to us as soon as possible so we can get this sorted for you. Don’t forget to select ‘Faulty/Broken’ when selecting a reason for your return. Unable to create a return or your item is in an unreturnable condition? Please get in touch with our Customer Care team here and provide a photo of the faulty item, we’ll be happy to help.
Worn your favourite item one too many times? Please bear in mind that all items are inspected on return, and those with wear and tear rather than a fault will not be refunded.
If you received a wrong item, please send it back to us as soon as you can. You’ll need to select ‘Incorrect Item Received’ as the reason for return when creating your return. Find out how to return something here. Some brands have non-UK sizes displayed on products, so to check if you received the right size, please have a look at our size guide.
PLEASE NOTE: If you have selected the category of return incorrectly or falsely, and we determine that the item is the correct item you ordered or does not in fact have a fault (as applicable), we reserve the right to charge you a returns fee.
This section doesn’t affect your statutory rights.
Suspicious Activity
If we suspect fraudulent activity and/or notice any unusual or suspicious activity with your account, we may refuse to issue a refund and suspend your account and any associated accounts.
Such activities include, but are not limited to: complaints relating to unreceived orders, missing items, ordering and returning large quantities – much, much more than even the most loyal NEXTSHOPPER customer would order; unusual patterns of returns activity; if we suspect that someone is not just trying on their items, but wearing them for an extended period of time and then returning them; if we refuse multiple returns from you (see “When we may refuse a refund” below); or items are returned that are worn/used and do not correspond to the original order.
If your account has been deactivated and you need to make a valid return, please see the account closure email we sent you. There you will find information on how to make a valid return. You will be responsible for the costs of returning the goods to us. All returns will be processed as usual once they reach our warehouse.
Please note that we reserve the right to take legal action against you if the items you return do not match those you ordered.
Follow this link to read more about our Returns Policy.
Disclaimer: our website contains links to websites owned and operated by third parties; these are provided solely for your convenience. NEXTSHOPPER have no control over these sites and are not responsible for their content or availability.
If your order is being delivered by DPD, you can use the DPD app to donate any unwanted clothing to one of five UK charities listed below:
All you need to do is open the DPD app, book a ReLove collection, choose your charity and then bag the goods! DPD will take care of the rest by picking up the bag when they deliver your NEXTSHOPPER order. After that, your pre-loved items will soon be on their way to your chosen charity to be sold in store – it’s simple!
The initiative is one of many currently in place at NEXTSHOPPER to help ensure our customers dispose of their unwanted clothes more responsibly. Find more information on the DPD ReLove Scheme here.
Disclaimer: our website contains links to websites owned and operated by third parties; these are provided solely for your convenience. NEXTSHOPPER have no control over these sites and are not responsible for their content or availability.
Our NEXTSHOPPER Instant Delivery service is there for you when you want to get your order ASAP.
What are the basics?
- NEXTSHOPPER Instant costs £7.95 (and is excluded from NEXTSHOPPER Premier).
- NEXTSHOPPER Instant Evening Delivery: Place your order up until 12:00 noon (Monday-Sunday) for delivery on the same day between 6pm and 10pm*.
- NEXTSHOPPER Instant AM: Place your order up until 9pm (Monday-Friday and Sunday) or up until 8pm (Saturday) for delivery the next morning* (until 12:00 noon).
Please note: this excludes bank holidays. Orders placed after the above delivery cut-off times may take an extra working day to arrive (your estimated delivery date will be shown at checkout).
NEXTSHOPPER Instant Delivery is unavailable to a small number of postcodes:
AB (all), BF (all), DD1-9, FK17-21, G83-90, GY (all), HS (all), IM (all), IV (all), JE (all), KA27-28, KW (all), KY6-8, KY10, KY14, KY16, PA20-38, PA41-49, PA60-78, PA80, PH (all), PO30-41, TR (all), ZE (all).
Additionally, NEXTSHOPPER Instant AM is unavailable to all postcodes in Scotland.
A signature will be required on delivery, so please make sure someone’s there to sign for the parcel. If the delivery is unsuccessful, the driver may contact you. The carrier will usually reattempt delivery on the following day between 6pm and 10pm. After the second unsuccessful delivery attempt, your order will be returned to NEXTSHOPPER.
Just one more thing…
*We aim to meet our delivery promise, but delays and changes may happen – please see our Ts&Cs for more info.
Our Evening Next Day Delivery service makes it easier than ever to be home in time to get your parcel!
What are the basics?
- Evening Next Day Delivery costs just £7.95.
- Place your order before midnight (Monday-Sunday) to receive it the following evening.
- Delivery will be the next evening between 6pm-10pm* (Monday-Sunday).
- Delivery is excluded on Christmas Day.
Evening Next Day Delivery is not available to a small number of postcodes:
AB (all), BF (all), BT (all), CA18-CA28, DG (all), EX31-39, GY (all), HS (all), IM (all), IV (all), JE (all), KA14, KA27-28, KW (all), LA11-LA21, LL (all) PA20-80, PH5-9, PH15-26, PH30-PH50, PO30-41, SA35-48, SA61-66, SA73, SY19-25 TR21-25, ZE (all).
Please make sure someone’s available to accept and sign for the parcel. If the delivery fails, it will automatically be reattempted the following evening, and our delivery partner will leave a calling card (digital calling card via email if delivered by EVRi). After two failed delivery attempts, your order will be returned to NEXTSHOPPER.
Just one more thing…
*We aim to meet our delivery promise, but delays and changes may happen – please see our Ts&Cs for more info.
Delivery is on a selected date*. You can choose a delivery day of your choice, up to 10 days in advance.
What are the basics?
Delivery is Monday to Sunday (excluding Public Holidays) and costs just £5.95. To receive free Nominated Day Delivery all year round for £9.95 when you spend a minimum of £15 (post-discount), why not check out our NEXTSHOPPER Premier subscription here.
For customers in Northern Ireland (BT postcode), Nominated Day Delivery is available for delivery days between Monday – Saturday.
For customers in the Channels Islands (GY & JE postcodes), Nominated Day Delivery is available for delivery days between Tuesday – Friday. Parcel Locker delivery is possible for Jersey (JE) postcodes.
Nominated Day Delivery is not available to a small number of postcodes:
AB31-56, BF (All), HS (All), IM (All), IV (All), KA27-28, KW (All), PA20-80, PH15-50, TR21-25, ZE (All).
What happens on the day of delivery?
Delivery is fully tracked, and delivery notifications via SMS and email are provided by our delivery partner.
We’ll email you a link to your tracking information once your parcel has been shipped from our warehouse. You can also track your order through ‘My Account’.
Depending on your postcode, you’ll be presented with additional in-flight delivery options including:
- A 1-hour delivery window (not for Northern Ireland or the Channel Islands)
- Changing your delivery date
- Requesting leave with neighbour or in a safe place
- Requesting collection from a Pickup shop.
‘Follow My Parcel’ GPS tracking is provided, so you’ll know exactly when to expect your delivery.
A signature may be required on receipt. If you’re not available to take delivery of your parcel, our delivery partner will leave a calling card.
Just one more thing…
*We aim to meet our delivery promise, but delays and changes may happen – please see our Ts&Cs for more info.
How does your UK Next Day Delivery service work?
For just £5.95, you can get your order delivered the very next day! And with an NEXTSHOPPER Premier subscription, you’ll receive free Next Day Delivery* all year round for £9.95 when you spend a minimum of £15 (post-discount) – read more about NEXTSHOPPER Premier here.
What are the basics?
- Place an order before specific cut-off times to receive it on our Next Day Delivery option. You’ll see the correct expected delivery date at checkout.
- Next Day Delivery is Monday to Sunday (excluding Public Holidays). Next Day Delivery is not available to: AB31-56, BF (all), HS (all), IM (all), IV (all), KA27-28, KW (all), PA20-80, PH15-50, TR21-25, ZE (all).
- Next Day (OA) Delivery for Northern Ireland, Isle of Wight, and outer areas is Monday to Saturday. Next Day (OA) Delivery covers the following postcodes: AB23, AB30, AB39, BH23, BN1, BT, CA, CA6, CA8, DD2, DD9, DG, DG13, DG8, DG9, DL, EH, EH36, EH41, EH42, EX15-EX17, EX5, FK8, FK9, IP11, KA, KA5, LA, LA10, LD, LL, LL35-LL44, ML11-ML12, NE48, NE66-NE71, PA3, PH9-PH12, PL, PO30-PO41, SA14, SY, SY19-SY22, TA21-TA22, TA4, TD2-TD15, TR, YO22.
Some hazardous items, such as liquids and aerosols, can’t be shipped to Northern Ireland on this service – Standard Delivery will need to be selected at the checkout. - If you’re ordering with Click & Collect, delivery will be the following day (Monday-Sunday). Find out more about Click & Collect here.
- Your parcel might be delivered by an electric van in certain areas of London.
If part of your order is shipped from NEXTSHOPPER EU or NEXTSHOPPER US, this part of your order will be delivered by Standard Delivery – you’ll see a message about this at the checkout.
Sometimes we may switch it off during busy periods – when that happens, choose ‘Fastest Delivery’ at the checkout as the quickest option.
Ordering to the Channel Islands?
Our Next Day Delivery service is unavailable to all Guernsey and Jersey postcodes.
Just one more thing…
*We aim to meet our delivery promise, but delays and changes may happen – please see our Ts&Cs for more info.
Our Click & Collect service allows you to have your order delivered to a selected store, giving you the choice to collect your order at your convenience.
The basics
Choose between Standard and Next Day Delivery:
- Standard Delivery – within 3 working days* (Monday – Sunday). Delivery costs just £4.50 or is FREE for orders over £40.00. Read more about Standard Delivery here.
- Next Day Delivery – delivery on the following day* (Monday-Sunday). Delivery costs £5.95. Read more about Next Day Delivery here.
FYI, with NEXTSHOPPER Premier, you’ll receive free Next Day Delivery for a whole year for only £9.95 when you spend a minimum of £15 (post-discount). Sign up to NEXTSHOPPER Premier here.
Delivery services
We offer 5 different Click & Collect services, and you’ll be able to select your preferred store or collection point at checkout.
Royal Mail
- You’ll need your collection confirmation message and your ID to pick up your parcel. Acceptable ID options include your credit/debit card, bank or building society cheque/savings book, valid passport, driving licence, NHS medical card, or Photo ID card (foreign national, military, police warrant, Royal Mail employee, NHS, or senior citizen bus pass).
- Orders are held at the collection point for 18 days from the day they arrive before being returned to NEXTSHOPPER.
- Find your nearest Royal Mail location here.
ASDA ToYou
- You’ll need your collection confirmation message or NEXTSHOPPER order number and photo ID when you collect your order from the store.
- Orders are held at the collection point for 10 days from the day they arrive before being returned to NEXTSHOPPER.
- Find your nearest ASDA toyou location here.
DPD Pickup
- You’ll need to present photo ID and your DPD pick-up pass code, which will be sent to you by email or SMS once your order is ready for collection.
- Orders are held at the collection point for 10 days from the day they arrive before being returned to NEXTSHOPPER.
- Find your nearest DPD Pickup point here.
EVRi ParcelShop/Locker
- Customers will receive a collection code once their order has been delivered – you’ll need it to pick up your parcel.
- Orders are held at the collection point for 10 days or 3 days for collection from a locker, from the day they arrive before being returned to NEXTSHOPPER.
- Find your nearest EVRi ParcelShop/Locker here.
InPost
- You’ll receive an email and/or a text message with a 6-digit pick-up code – you’ll need to take that with you when collecting your parcel.
- Orders are held at the collection point for 72 hours before being returned to NEXTSHOPPER.
- Find your nearest InPost pick-up location here.
Just one more thing…
*We aim to meet our delivery promise, but delays and changes may happen – please see our Ts&Cs for more info.
Disclaimer: our website contains links to websites owned and operated by third parties; these are provided solely for your convenience. NEXTSHOPPER have no control over these sites and are not responsible for their content or availability.
We want to offer the best product range to all our customers, so some of the items you see might be stocked in different warehouses.
We have different warehouses in UK, Europe, and North America; you’ll see the warehouse information on the product page and at checkout, so you’ll know exactly where your items are coming from and when to expect them.
If some of your items are being shipped from another warehouse, usual delivery options (including Click & Collect) may not be available. You’ll see the available delivery methods at the checkout.
If some of your items are being shipped from another warehouse, you’ll see a separate tracking number in ‘My Account’ to follow the progress of your parcel.
Don’t worry, no matter which warehouse your items are coming from, there’ll be no additional customs or tax charges.
Sign up to our NEXTSHOPPER Premier service to get free delivery for a whole year! For just £9.95, you can get free Next Day Delivery and Nominated Day Delivery* for orders over £15 (post-discount), and free Standard delivery on all orders with no minimum spend.
How do I sign up to NEXTSHOPPER Premier?
To sign up to NEXTSHOPPER Premier,
- log in to ‘My Account’ and purchase it in the ‘NEXTSHOPPER Premier’ tab, or
- add NEXTSHOPPER Premier to your bag at the checkout, or
- purchase NEXTSHOPPER Premier here.
If you agreed to automatically renew your subscription when you signed up, we will take payment at the end of your subscription period – this way you won’t lose out on any of the benefits!
NEXTSHOPPER Premier is valid on the order you purchase it on and can take up to 1 hour to be activated against your account. You’ll receive an email once it’s active.
Things to keep in mind
Certain brands may be subject to additional delivery instructions depending on which warehouse they’re shipped from, so bear this in mind when ordering your items! Here’s why certain products are shipped from different warehouses.
If part of your order is shipped from NEXTSHOPPER EU or NEXTSHOPPER US, this part of your order will be delivered by Standard Delivery free of charge.
If you place multiple orders on the same day using an NEXTSHOPPER Premier subscription, your orders may be shipped in one parcel. You’ll be able to see whether they’ve been shipped together if the tracking information for each of the orders you’ve placed is the same.
Postcode exclusions
Next Day Delivery and Nominated Delivery are not available for the Channel Islands or these postcodes: AB31-56, BF (all), FK 17-21, HS (all), IM (all), IV (all), KA27-28, KW (all), PA20-80, PH15-50, TR21-25, ZE (all). Standard Delivery is still available with no minimum spend!
See checkout for estimated delivery times based on the delivery address.
Can I cancel my NEXTSHOPPER Premier subscription?
If you haven’t made any eligible purchases with your NEXTSHOPPER Premier subscription, you can cancel it within 1 calendar month. To do this, please get in touch with our Customer Care team.
If you’ve had NEXTSHOPPER Premier for longer than that, as per the Ts&Cs of the service we won’t be able to offer you a refund.
If you’d like to cancel your NEXTSHOPPER Premier Auto-Renewal only, you can do that at any time, just follow these steps:
- go to ‘My Account’.
- select ‘Manage Subscription’.
- then, select ‘Cancel plan’.
- If you’d like to opt back in, please press ‘Renew plan’.
The legal stuff
NEXTSHOPPER Premier is for personal use only. You can order as many times as you want, but it’s subject to a fair use policy – just to make sure people aren’t taking advantage of this great proposition, which may include making excessive use of, or placing unusual burdens on, the service (e.g., ordering and/or returning items beyond what would reasonably be expected of someone using the service for personal use).
*We aim to meet our delivery promise, but delays and changes may happen – please see our Ts&Cs for more info.
At just £4.50, our Standard Delivery service gives customers quick and efficient delivery that doesn’t break the bank – and if you’re spending over £40.00, delivery is FREE!
The Basics
- Delivery is within 3 working days* of your order being placed.
- Delivery is Monday to Friday, and Saturday (excluding Public Holidays).
- BFPO delivery is available on Standard Delivery. Find more info on deliveries to BFPO addresses here.
- Click & Collect delivery is also available on Standard Delivery. Find more about Click & Collect services here.
Remember: delivery times may vary depending on which warehouse your items are shipped from. Warehouse locations will be shown on the product page.
For the following postcodes, the standard delivery timeframe is 5 working days* (you’ll see the correct estimated delivery date at checkout):
BT, GY, HS, IM, JE, KW and ZE.
Orders being sent to the following postcodes may be delivered by an electric delivery van:
E1-E3, EC1-4, SE1, SE11, SW1, W1, WC1, WC2, E8, E9, E14, N1 and NW1.
Just one more thing…
*We aim to meet our delivery promise, but delays and changes may happen – please see our Ts&Cs for more info.
Can you deliver to a work address?
Yes! We can deliver to your permanent residential address or your place of employment – just make sure someone will be there to take receipt of the goods as the courier will deliver to the place, not the person. It’s also a good idea to add your company name to help the driver find your workplace easily.
Can you deliver to a BFPO address?
Yes, we now offer delivery to BFPO addresses on our UK Standard Delivery service.
To have your order delivered to a BFPO address, the delivery postcode will need to be in one of the following formats:
BF
HA4 6DQ
Your tracking will only update as far as your BFPO office. Once your parcel has been delivered to the BFPO office, you’ll need to contact the BFPO for any further delivery updates.
Can you deliver to a PO box?
No. We’re unable to deliver to PO Box addresses in the UK.
Delivery options
We use a large network of delivery partners and a range of options to make sure our customers are receiving their orders when they expect them! Delivery partners are allocated based on the selected delivery method and the value of your order.
Click below to find out more about the delivery services we offer:
- Standard Delivery
- Next Day Delivery
- Nominated Day Delivery
- Evening Next Day
- Click & Collect
- NEXTSHOPPER Instant
Ordering to Channel Islands
Our Next Day Delivery service is only available to Isle of Wight postcodes.
If you place your order between 20:00 Friday and midnight Saturday it will arrive on Monday. If you place your order on Sunday it will arrive on Tuesday*.
Next Day Delivery is unavailable to all Guernsey and Jersey postcodes.
For orders to Jersey, we offer Standard Delivery and Standard Click & Collect.
NEXTSHOPPER customers can also choose to have their orders delivered to parcel lockers with Jersey Post which can be accessed any time of the day – all you need to do is register for a free parcel locker ID. Register and find out more about the parcel locker service here.
The Channel Islands are not part of the UK for VAT purposes, so orders going to the Channel Islands are treated as zero-rated exports. However, the total amount that you pay for your order will not change: we consider the costs of doing business across all of the markets we operate in, and price our products based on a variety of commercial market factors.
Tracking my order
All UK delivery options are fully tracked and we’ll email you a link to your tracking information once your parcel has left the warehouse. You’ll receive a confirmation message once your order has been delivered or is ready for pick-up.
Placed multiple orders within a few days of each other, all of them qualify for free delivery and are being shipped to the same delivery address? Your orders may be sent in one parcel. You’ll be able to see whether they’ve been shipped together if the tracking information for each of the orders you’ve placed is the same.
Even if your items are coming from multiple warehouses, they’ll all have the same order number. However, bear in mind that tracking numbers and delivery times may differ depending on where your items have been shipped from. You’ll see an individual tracking link for each parcel in ‘My Orders‘.
FYI, if the status of your order is showing as ‘It’s Ordered’, it means that we’re busy getting your order together ready to be sent out. During busy times, this status may show on your order for longer than usual – don’t worry though, this shouldn’t affect your estimated delivery date.*
What happens on the day of delivery?
Please follow the tracking for your order to know exactly when to expect it. You’ll be sent email updates with all the changes. If you provide a valid mobile number on your NEXTSHOPPER account, our delivery partner will also send you SMS delivery notifications.
Someone needs to be in when your parcel is due to be delivered as we may need a signature. If our delivery partner is unable to deliver the order, they will usually try to deliver more than once or leave a calling card (or send you an email notification if your order is being delivered by EVRi) confirming whether they’ve left it with a neighbour or in a safe place. If it wasn’t delivered, the calling card will tell you how to collect the order or reschedule the delivery.
Depending on your delivery method, you may be presented with some additional in-transit delivery options. These may include delivery to a neighbour, delivery to a safe place, or a collection from a specified location – these will differ depending on who your order is sent with.
You can check and arrange for the available alternative delivery options using the link in the delivery update email you’ll receive from our delivery partner, or using the tracking number and the delivery partner’s website or app.
Things to know
- For your security, we’re unable to change the address your order is being sent to, so make sure you double-check the delivery address on the order confirmation page before placing it.
- If part of your order is shipped from NEXTSHOPPER EU or NEXTSHOPPER US, these items will be delivered by Standard Delivery only, and the arrival times for these items may vary from your NEXTSHOPPER UK items. The warehouse the item is shipped from is shown on the product and checkout pages, and you’ll see the correct estimated delivery dates at checkout. Your order number will be the same for all items regardless of where they are shipped from, meaning you’ll be able to track all your parcels as normal.
- Items that are sold by NEXTSHOPPER Brand Partners may be delivered separately. Find out more about how delivery works for items sold by NEXTSHOPPER Brand Partners here.
- During busy periods, some delivery options may not be available.
Just one more thing…
*We aim to meet our delivery promise, but delays and changes may happen – please see our Ts&Cs for more info.
Disclaimer: our website contains links to websites owned and operated by third parties; these are provided solely for your convenience. NEXTSHOPPER have no control over these sites and are not responsible for their content or availability.
It can take up to 21 working days* from the day after you dropped off your return for it to reach our warehouse and be processed (this depends on your carrier and the country you’re returning from). We’ll let you know once that’s done – you’ll receive an email with all the details about your refund. You can also set up push notifications in the NEXTSHOPPER App to keep an eye on updates about your refunds – read more about push notifications here.
Paid with a credit/debit card?
After we process your refund, it may take up to 10 working days for the refund to reach your account – this depends on your bank or card issuer.
All refunds go to the original card used to pay for the order – we can’t refund you to a different card. If that card is no longer in use, the refund will still go back onto the account linked to your old card, providing that account is still open.
Paid with a gift voucher?
If you paid for your whole order with a gift voucher, then the refund will be credited to your NEXTSHOPPER account ready for you to spend straight away.
If you paid with a combination of gift voucher and another payment method, we’ll refund the alternative payment method first, and then the remaining amount will be credited to your NEXTSHOPPER account ready for you to spend.
Your replacement gift voucher will have the same expiry date as your original gift voucher.
Paid using Klarna?
If you’ve returned items from an order paid for with Klarna, and you’re near the end of your invoice period, we’d recommend you mark the item as returned in the Klarna portal.
If you have any questions about extending your invoice, please contact Klarna Customer Service. NEXTSHOPPER isn’t able to extend your invoice.
You’ll automatically receive a reminder from Klarna if you pass the date of payment shown on your invoice. If you’ve received a reminder but already returned items to us, please contact Klarna Customer Service.
Paid using Afterpay?
You’ll be sent an updated invoice within 24 hours after your return has been processed. If a refund is owed to you, a refund will be issued back to your original payment method. Please allow up to 10 working days for this money to show in your account.
Your right to return items isn’t affected by the payment period, and you’ll only have to pay for the items that you keep.
If you have parcels that have been shipped from multiple warehouses, you can follow our usual returns process and return them to the same location.
Contact Afterpay Customer Service here if you have any questions about or issues with your Afterpay invoice.
I’ve used a promo code
If you applied a promo code, please make sure you check the promo code’s Ts&Cs.
Most of our codes require you to either buy a specific number of items or spend a specific amount for the discount to apply. If you place an order using such a code and then return an item that makes your order no longer meet the conditions of the promo code, the amount you’re refunded may be adjusted or no refund will be given.
An example of how a refund may be adjusted is below:
· Code – £20 off a minimum £100 spend
· Order total – £110
· Returned item cost – £30
As the return brings the total spend under the minimum spend of £100, the refund would be adjusted to reflect this and the discount of £20 removed. This would mean a refund of £10 would be issued.
Some promo codes will vary depending upon the products purchased and may apply a different discount to each item, e.g., ‘5% off item 1, 20% off item 2 and 50% off item 3’, you’ll see a breakdown of each discount at checkout and in your order confirmation email. If you need to make a return, you’ll see this reflected in any refunds you may receive.
I think my refund is incorrect
There are a couple of things that may affect the amount you’re due.
If you used a promo code, check if your order still meets the conditions of the code without the items you’ve returned. See the above example of how your refund may be affected.
If you paid for delivery, this would only be refunded for cancelled orders under the Distance Selling Regulations or if the item was faulty.
If you still think your refund is incorrect, or if all the above timeframes have passed and you still haven’t received your refund, please get in touch with us and provide your proof of postage – we’ll be happy to help.
Just one more thing…
Disclaimer: our website contains links to websites owned and operated by third parties; these are provided solely for your convenience. NEXTSHOPPER have no control over these sites and are not responsible for their content or availability.
Returning from Europe? Follow this link for more info.
For all other countries, read on:
• In most cases, you have 28 days from the date your order was delivered or made available for collection to return it.
• If you’re returning from Hong Kong or New Zealand, you only have 14 days to return sale items – make sure to check our Returns Policy for details!
• If you received a returns note with your parcel, you’ll need to put it back with your return. If you need a new returns note, you can download it here.
• All returns are subject to our original condition and Fair Use policies – check out our Returns Policy.
• If you’re returning from New Zealand, your returned parcel should reach us within 15 working days. Returning from anywhere else? It usually takes up to 21 working day for a returned parcel to reach our warehouse and be processed.
• Once we’ve processed your return, your refund may take up to 10 working days to reach your account (this depends on your bank or payment provider) – read more about how refunds work here.
• We don’t offer exchanges – all accepted returns will be refunded.
If you received a faulty or incorrect item, follow this link for more info.
All returned items will be inspected upon arrival. If our Quality Control team are unhappy with the condition an item has been returned in (e.g., tags have been removed, or there are signs of wear) and we’re unable to put it back into stock, we may not be able to accept your return.
Placing your return
You can view all your returns options here – just select the country you’re returning from.
Please note: in most countries, we don’t offer free returns. In this case, you’ll need to cover the postage as well as any relevant duty costs yourself. It’s a good idea to mark your parcel as ‘returned goods’ to avoid being charged any duties.
If you have the option of creating your return through NEXTSHOPPER, in most cases you’ll receive a label you’ll need to print out and attach to your parcel. We recommend removing or covering your shipping label before attaching your returns label.
In some countries, you won’t need a label and will receive a QR code instead – if you received a QR code, make sure to take it with you when taking your return to the drop-off point.
Returning from Hong Kong, New Zealand or Singapore? You can place your return through ‘My Account’! Just go to your account, open ‘My Orders’ tab, and then select the ‘Create Return’ button next to the order number you’re looking to send back. Please note that there’s a small returns charge that will be deducted from your refund – check this page for most up-to-date returns options and charges.
Want to return with Skynet?
For some countries, it’s possible to place a fully trackable return with Skynet – to do that, please follow this link. You’ll see a list of all countries where this service is available.
Depending on the options offered in your country, you’ll have the choice of having your parcel collected or dropping it off at a Skynet office.
The price of your return will depend on the weight of the parcel and on your available returns options.
You can select your returns option and fill out your order details. Once you’ve confirmed and paid, you’ll be able to print out a new returns label to stick on the front of your parcel.
Packing your return
Please make sure all the items you’ve selected to return fit in one parcel.
You can also send us any opened or used NEXTSHOPPER packaging that you’ve received with any recent orders. Even though our packaging is 100%-recyclable and made using 80-90%-recycled content, we know that not all local recycling facilities accept every type of plastic packaging.
Depending on your chosen drop-off point, please make sure your parcel doesn’t exceed your chosen carrier’s size limits (otherwise the carrier may not be able to accept it).
Make sure to keep your proof of postage as we may need to have a look at it later.
Want to return separate orders in one parcel? Please note, that is only available for returns from Hong Kong and New Zealand. If you’re returning from anywhere else, please place a separate return for each order.
Waiting for your refund
If you returned your order using a trackable returns method, you’ll be able to follow the progress of your parcel.
If you use the NEXTSHOPPER app, make sure to enable push notifications to be notified when your return has been processed. Get more information on notifications here.
After your return is received and processed at our warehouse, it may take up to 10 working days for your refund to reach your account depending on your bank/card issuer. If your refund is a voucher, it will be locked to your account ready for you to use. Read more about how refunds work here.
Just one more thing…
Disclaimer: our website contains links to websites owned and operated by third parties; these are provided solely for your convenience. NEXTSHOPPER have no control over these sites and are not responsible for their content or availability.
The basics
Placing your return
Booking a collection
The basics
• Returns from are free and trackable.
• You have 28 days from the date your order was delivered or made available for collection to return it.
• We’re paperless, so you won’t receive a returns note with your parcel – don’t worry, you won’t need one, just place your return as described below.
• All returns are subject to our Original Condition and Fair Use policies – check out our Returns Policy.
• It takes up to 15 calendar days for a returned parcel to reach our warehouse and be processed. Find more info on getting notifications here.
• Refunds can take up to a further 10 working days to show on your account.
• We don’t offer exchanges – all accepted returns will be refunded.
Placing your return
• Create your return here and follow the instructions provided.
• Select the items you’re returning and the reasons for return.
• Choose which drop-off point you’d like to return from. You can find a list of your nearest drop-off points when creating your return.
• Once you’ve chosen the drop-off point, we’ll send you a QR code to your registered email address.
• Place your return in a single parcel. You can use any packaging you like – doesn’t have to be the one you received your order in – as long as it’s secure.
• Take your parcel to your chosen drop off point and they’ll take care of the rest. Simply present the QR code at the chosen drop-off point when dropping off your return.
Want to book a collection instead?
If you’re unable to drop off your return yourself, you can arrange a collection service to pick up your parcel. Collection service is free and trackable, and all you’ll need to do is get your return booked, packed and ready for pick-up.
AnPost Collection
• To create your return and book collection click here.
• We’ll need to know the items you’re returning and the reason for their return.
• Select the date of your collection. Collections can be booked up to 2 days in advance, Monday to Friday (excluding Saturday, Sundays and Public Holidays).
• No printer needed: we’ll send you a QR code after creating a return. Present the code to the courier and they will take care of the returns label when collecting your parcel.
• AnPost will make only one collection attempt. If the Home Collection is unsuccessful, you’ll need to register a new return.
Don’t forget…
Keep hold of your proof of postage just in case we need to see it at a later date.
If you’re looking to return items from multiple orders, you’ll need to pack these separately and create separate returns for each parcel.
Just one more thing…
Disclaimer: our website contains links to websites owned and operated by third parties; these are provided solely for your convenience. NEXTSHOPPER have no control over these sites and are not responsible for their content or availability.
Follow this link if you’re looking to return your order from the Republic of Ireland.
The basics
Placing your return
Packing your return
Waiting for your refund
The basics
View your return options and costs here.
You have 28 days from the date you receive your order to return it for a refund.
For most European countries, it can take up to 15 calendar days for your order to reach the warehouse and be processed. If you live in Bulgaria, Greece, Malta, or Romania, it can take up to 21 calendar days.
If you received a returns note with your parcel, you’ll need to put it back with your return. If you need a new returns note, you can download it here.
All returns are subject to our original condition and Fair Use policies – check out our Returns Policy.
Once we’ve processed your return, your refund may take up to 10 working days to reach your account (this depends on your bank or payment provider) – read more about how refunds work here.
We don’t offer exchanges – all accepted returns will be refunded.
If you received a faulty or incorrect item, follow this link for more info.
All returned items will be inspected upon arrival. If our Quality Control team are unhappy with the condition an item has been returned in (e.g., tags have been removed, or there are signs of wear) and we’re unable to put it back into stock, we may not be able to accept your return.
Placing your return
You can view all your returns options here – just select the country you’re returning from.
Returning something from Belgium, Czech Republic, or Portugal? If you’re returning an item within 14 days of receiving your order or it being available for collection, returning through My Account is free. A charge of EUR 1.95 will be applied if you return an item after 14 days of you receiving it – this will be deducted from the total refund amount. Return charge exclusions apply, please see our Returns Policy for more info. You’ll no longer receive a paper returns slip with your order. Instead, you’ll need to create a return through your Account. To do that, just go to ‘My Account’, open ‘My Orders’ tab, and then select the ‘Create Return’ button next to the order number you’re looking to return.
Returning from Switzerland? If you have purchased an item that was in the sale (that means it had a red-penned, reduced price) you’ll need to create a return and request a refund for your item within 14 days of it being delivered to you or becoming available for collection. You then need to ensure that you return the item to us within a further 14 days. Provided that we receive your item within 28 days of it being delivered to you or becoming available for collection, we will issue a refund to your original payment method. You’ll also need to place your return through ‘My Account’!
If you’re returning your items from Aland Islands, Albania, Bosnia and Herzegovina, Faroe Islands, Greenland, Moldova, Montenegro, Macedonia, Norway, Serbia, Svalbard, or Jan Mayen, you’ll need to send your order back through your local post office – you can read more about it and download a new returns note here.
All other European customers need to use ReBOUND to return your items.
Returning from Finland, Croatia, Lithuania, or Latvia? When you’re returning an item through our ReBOUND portal you may be subject to a returns charge. Returns charges will be deducted from the amount refunded to you. Please visit our Delivery & Returns page and select the country that you’re returning from to check the cost of, and timeframes for, generating a return.
Packing your return
Your label will be emailed to you – simply print it out and attach it to the front of your parcel. It’s worth checking your junk and spam if you’re having trouble finding it. In some cases, a QR code return is available instead – you’ll see if that is an option when choosing your drop-off point. If you select the QR code return option, we’ll email you the QR code instead – don’t forget to bring it to the drop-off point together with the parcel.
Please make sure all the items you’ve selected to return fit in one parcel.
You can also send us any opened or used ASOS packaging that you’ve received with any recent orders. Even though our packaging is 100%-recyclable and made using 80-90%-recycled content, we know that not all local recycling facilities accept every type of plastic packaging.
Please make sure your parcel doesn’t exceed your chosen carrier’s size limits (otherwise the carrier may not be able to accept it).
Make sure to keep your proof of postage as we may need to have a look at it later. If your local postal service doesn’t offer proof of postage and you’ve created your returns label online, you can track your return using the tracking number generated by our returns portal.
Want to return separate orders in one parcel? If you’re returning from Belgium, Czech Republic, Portugal, or Switzerland, and you have items from more than one order that you’d like to return, you can send them back in the same parcel. When creating your return in ‘My Account’, you’ll be shown any items that can be returned in the same parcel. If you’re returning from somewhere else, items from multiple orders need to be returned in separate parcels.
Waiting for your refund
If you returned your order using a trackable returns method, you’ll be able to follow the progress of your parcel.
If you use the ASOS app, make sure to enable push notifications to be notified when your return has been processed. Get more information on notifications here.
After your return is received and processed at our warehouse, it may take up to 10 working days for your refund to reach your account depending on your bank/card issuer. If your refund is a voucher, it will be locked to your account ready for you to use. Read more about how refunds work here.
Just one more thing…
Disclaimer: our website contains links to websites owned and operated by third parties; these are provided solely for your convenience. ASOS have no control over these sites and are not responsible for their content or availability.
Returning NEXTSHOPPER Brand Partner items is easy!
If you purchased an item sold and shipped by an NEXTSHOPPER Brand Partner, just remember to send it back directly to the brand. They can’t be returned to the store if they have one. Also, returning them to NEXTSHOPPER will cause delays with your refund.
You won’t be able to track your return – we’ll let you know once it’s been processed.
Some Brand Partners may include a pre-printed returns label or a delivery note inside your parcel – just follow the instructions provided. If you can’t locate the returns label, don’t worry! You can generate a new one using the links provided by our Brand Partners below:
- adidas
- Ann Summers
- Aria Cove
- Barney’s Originals
- Berghaus
- Cabin Max
- Camper
- Closet London
- Cotton:on (use ‘Cotton on uk’ in the search box)
- Criminal Damage
- DIA Studios
- Dream But Do Not Sleep
- Dune London
- Dyson
- Gardiner Bros
- HERA
- Intimates Lingerie (add -ITL- after your NEXTSHOPPER order number)
- In The Style (use delivery note number when creating your return)
- Kacoo Retail Ltd
- Kickers
- LUSH
- Messina Hembry Clothing
- Mirza (UK) Limited
- Omnes (enter ‘Omnes’ in the search box)
- Planks
- Plaza (add -TIG-A after your NEXTSHOPPER order number)
- PRNT (use ‘PRNT’ in the search box)
- Puma
- Regatta Dare2B (add -REG-A after your NEXTSHOPPER order number)
- Remass
- River Island (add -RVI-A after your NEXTSHOPPER order number)
- Skinnydip
- South Beach/Continental Textiles
- Speedo
- Sunde
- Time Products
- Vesper
If you’d like to return an item from one of our other Brand Partners, please get in contact with our Customer Care team to get a new returns label. For orders sold and shipped by an NEXTSHOPPER Brand Partner, please note the returns policy is at the brands’ discretion.
If you purchased an item sold by an NEXTSHOPPER Brand Partner and shipped by NEXTSHOPPER, all NEXTSHOPPER returns options will apply to it as well. Find out more about how to create a return here. These items can be returned with any other NEXTSHOPPER item. Returns of orders sold by NEXTSHOPPER Brand Partner and shipped by NEXTSHOPPER are subject to the NEXTSHOPPER Returns Policy.
Please note, returns of items sold by an NEXTSHOPPER Brand Partner are FREE. The returns fee (if there’s any) will still apply to any other item sold on our site.
Returns can take up to 10 calendar days to be received and processed. Please note: The returns process with some brands may take up to 15 calendar days. The returns timeframe will be included in your delivery note. Make sure you get proof of postage and keep hold of it, in case we need to see it later.
If you’re unsure if your NEXTSHOPPER Brand Partner item was shipped by NEXTSHOPPER or a Brand Partner directly, you’ll find this info in your order confirmation email (look out for ‘Shipped by: XXX’).
Disclaimer: our website contains links to websites owned and operated by third parties; these are provided solely for your convenience. NEXTSHOPPER have no control over these sites and are not responsible for their content or availability.
Returning an unwanted item?
We get it, sometimes something just doesn’t work for you and you want your money back. As long as an item is still in its original condition, we accept returns, subject to the rules below, including rules about fair use. Please always check the product information section for the item you have ordered available on our website or app for details on whether the item is returnable, as sometimes this may vary depending on the product.
None of these rules affect your statutory rights. Nothing in this Returns Policy affects your statutory rights.
Returning from New Zealand?
You will have 28 calendar days from the date your order is delivered to you or made available for collection at your nominated store or collection point to return your item(s). You can return your unwanted items via the Create a Return section of your NEXTSHOPPER Account. You will be refunded to your original payment method. A returns charge is payable and will be deducted from the refunded amount (subject to exclusions).
Returning from Hong Kong or Singapore?
You have 28 days from the day of delivery or the day the order becomes available for collection at your nominated store or collection point to return an item to us for a refund. The refund will be issued to your original payment method. A returns charge is payable and will be deducted from the refunded amount (subject to exclusions).
Returning sale items from Hong Kong, New Zealand or Switzerland?
If you have purchased an item that was in the sale (that means it had a red-penned, reduced price) you’ll need to create a return and request a refund for your item within 14 days of it being delivered to you or becoming available for collection. You then need to ensure that you return the item to us within a further 14 days. Provided that we receive your item within 28 days of it being delivered to you or becoming available for collection, we will issue a refund to your original payment method.
Returning from elsewhere?
You have 28 days from the moment your order’s been delivered or made available for collection at your nominated store or collection point to return an item.
For all returns, we aim to refund you within 14 days of receiving the returned item.
If for some reason you are unable to return an item to us within the above timeframe, please get in touch – but we can’t promise we will accept it, and any refunds may be made by way of a gift voucher.
After that?
We don’t accept returns for unwanted items after the relevant returns period above. If you try to make a return, we may have to send it back to your default delivery address and ask you to cover the delivery costs.
Original Condition
Hygiene and our customers’ safety is super important, so certain items can’t be returned for refunds including:
- Face + Body products if opened, used or protective seal is not intact.
- Underwear if the hygiene seal is not intact or any labels have been broken.
- Swimwear if the hygiene seal is not intact or any labels have been broken.
- Pierced jewellery if the seal has been tampered with or is broken.
- Face coverings if the seal has been tampered with or is broken.
It’s fine to try an item on like you would in a shop, but please don’t actually wear it don’t wear it too long. If an item is returned to NEXTSHOPPER in an unsuitable condition (worn, damaged, etc.) or outside of the returns timeframe, NEXTSHOPPER won’t be able to give you a refund. The item may be sent back to you and you may be asked to cover the delivery costs.
NEXTSHOPPER will inspect all returns. All items must be returned unworn/unused and in the same condition as when they were received in order for us to issue a full refund. In addition to the original packaging, all tags and labels should be attached (e.g., shoes should be returned with the original shoe box).
Responsibility
Returned items are your responsibility until they reach us, so make sure they’re packed up properly and can’t get damaged on the way!
As the parcel remains your responsibility until it arrives back with us, ensure that you get proof of postage in case you need to contact us about your return.
We’re not responsible for any items that are returned to us by mistake (it happens!). If we’re able to locate the items (it’s not always possible) and you’d like these returned to you, we may ask you to cover the delivery cost.
Fair use
If we notice an unusual pattern of returns activity that doesn’t sit right: e.g. we suspect someone is actually wearing their purchases and then returning them, ordering and returning loads – way, waaay more than even the most loyal NEXTSHOPPER customer would order or the items returned don’t match what you ordered – then we might have to deactivate the account and any associated accounts. If this happens to you and you think we’ve made a mistake, please get in touch with Customer Care and we’ll be happy to discuss it with you.
If your account has been deactivated and you need to make a valid return, please refer to the account closure email we sent you where you will find details on how to make a valid return. You will be responsible for the cost of returning the goods to us. Any returns will be processed as normal when they reach our warehouse.
Please note, we reserve the right to take legal action against you if the items you return don’t match what you ordered.
Want to exchange an item?
We don’t offer exchanges. All returned items will be refunded once they arrive at our warehouse. Need it in a different size or colour? Simply place a new order!
Returning a faulty or incorrect item?
Find out more info on faulty products.
Info on incorrect items can be found here.
Need a new returns note or label?
Click here to choose your returns method and, if needed, print a new returns note or label.
Did you order an NEXTSHOPPER Brand Partner product?
For items sold by Brand Partners and shipped by NEXTSHOPPER, remember that you can follow our usual returns process. Find out more info about NEXTSHOPPER Brand Partners here. This does not apply to NEXTSHOPPER Marketplace.
Did you order from Marketplace?
If so, please contact the seller directly for return address and instructions.
We offer Express Delivery to a number of destinations, if Express Delivery is available for your country, it’ll appear as an option at checkout.
The timeframe for Express Delivery varies by country, please click here to view the timeframe for your country.
If you want your order delivered to a PO Box address, you’ll need to select our Standard Delivery option at the checkout.
Good news – we now offer Next Day Delivery to all the countries listed below:
Monaco, Belgium, Portugal, Finland, Bulgaria, Croatia, Cyprus, Czech Republic, Estonia, Greece, Hungary, Latvia, Lithuania, Luxembourg, Malta, Romania, Slovakia and Slovenia.
What are the basics?
Delivery is available Monday – Friday on our Next Day Delivery service.
You’ll need to place your order before the cut-off time for your country to receive it the following day. Orders placed after this time will be delivered within 2 working days.
We don’t deliver at weekends, so orders placed after your local cut-off time on Friday and before your local cut-off time on Sunday, will be delivered on Monday. Orders placed after the cut-off on Sunday will be delivered on Tuesday. You can see a full list of the cut-off times for each country listed below.
We don’t deliver on public holidays, so your order will be delivered on the next working day.
If you’ve made more than one order on the same day using the same delivery method, your orders may be shipped together. If the tracking link in your shipping confirmation emails is the same, your orders will arrive at the same time. You’ll be refunded for any additional delivery charges you’ve paid for if we have combined your orders.
Next Day delivery may not always be available during busy periods. When it’s unavailable, choose ‘Fastest Delivery’ to get your order as soon as possible.
How much does it cost?
€21.50 – Portugal
€20.50 – Bulgaria, Finland, Greece, Hungary, Latvia, Lithuania, Malta, Romania
€17.50 – Estonia
€16.50 – Czech Republic
€15.50 – Belgium, Cyprus, Slovakia, Slovenia, Luxembourg
€15.00 – Croatia
€10.00 – Monaco
There are some postcode exclusions – if Next Day Delivery isn’t available to your delivery address, you won’t be able to select it as an option at the checkout.
Postage options and costs can be found here.
Tracking your order
You can track your order in ‘My Orders‘.
After your order has been shipped from our warehouse, we’ll send you an email with your tracking link so you can check its progress.
What happens on the day of the delivery?
Our delivery partner may require a signature on delivery – we recommend choosing an address where someone will be available.
If you’re not at the delivery address when your order arrives, you’ll be left a card telling you how to rearrange delivery or collection.
Just one more thing…
We aim to meet our delivery promise, but delays and changes may happen – please see our Ts&Cs for more info.
Our Next Working Day Delivery service is available to selected areas in the Republic of Ireland!
What are the basics?
Our Next Working Day Delivery service costs €14.00*.
Delivery is Monday – Friday. The delivery date is subject to placing the order before specific cut-off times. Details are available at the checkout stage.
We don’t deliver on public holidays so your order will be delivered on the next working day.
If you’ve placed multiple orders on the same day using the same delivery method, your orders may be shipped in one parcel. If the tracking link in your shipping confirmation emails is the same, your orders have been sent with one of our delivery partners and will be arriving at the same time. You’ll be refunded for any additional delivery charges you’ve paid for if we have combined your orders.
Next Working Day Delivery may be unavailable during busy periods. When its unavailable, choose ‘Fastest Delivery’ to get your order ASAP.
What happens on the delivery day?
Once your order has been shipped from our warehouse, we’ll send you an email with your tracking link so you can follow its progress.
If you’re not in when your order arrives, you’ll be left a card telling you how to rearrange delivery or collection.
Good to know…
Next Working Day Delivery is unavailable to some rural areas in the following counties:
Cork, Donegal, Galway, Kerry, Leitrim, Mayo, Roscommon, Sligo.
Next Day Delivery is also unavailable to the following Eircode areas:
F56 / F91 / F92 / F93 / F94 / V23 / V31 / V92 / V93 / V98 / V99
If you live in one of these areas, your order may be delivered within 2 working days.
Just one more thing…
*We aim to meet our delivery promise, but delays and changes may happen – please see our Ts&Cs for more info.
Nominated Day Delivery* allows you to select the date you’d like your order to be delivered to you:
You can choose a delivery day of your choice, up to 10 days in advance.
Delivery is Tuesday – Friday (excluding Public Holidays).
Find out the cost of Nominated Day Delivery here.
Delivery is fully tracked. We’ll email you a link to your tracking information once your parcel has been shipped from our warehouse.
You can also track your order in ‘My Orders‘. Just click ‘Track Parcel’, and you’ll be directed to the carrier tracking page.
A signature may be required upon delivery.
If you’re not available to take delivery of your parcel, our delivery partner will leave a calling card.
Nominated Day Delivery is unavailable to a small number of postcodes. If Nominated Day Delivery isn’t available to your delivery address, you won’t be able to select it as an option at checkout.
Just one more thing…
*We aim to meet our delivery promise, but delays and changes may happen – please see our Ts&Cs for more info.
On our Standard Delivery service, you can take advantage of our Deliver to store option, where your order will be delivered to a New Zealand Post location of your choice. Just select click and collect and the checkout, enter your zip code, and select the location you’d like your order delivered to.
Your order will arrive within 8 working days*. The service costs NZD $25.99 or is free for orders over $110.00.
Track your order
You’ll get an email once your order leaves the warehouse so you can follow your parcel’s journey.
If you’ve placed multiple orders on the same day using the same delivery method, your orders may be shipped in one parcel.
If the tracking link in your shipping confirmation emails is the same, your orders have been sent with one of our delivery partners and will be arriving at the same time. You’ll be refunded for any additional delivery charges you’ve paid for if we have combined your orders.
Collect your order
You’ll receive an email to let you know when your order is ready for collection.
To collect your parcel, you’ll need to take photo ID, such as a passport and your collection email.
Your parcel will be held at the store for 10 days before being returned back to us.
Just one more thing….
*We aim to meet our delivery promise, but delays and changes may happen – please see our Ts&Cs for more info.
It’s not possible to give an exact time and date of when your order will be with you by. The date that you’re presented with at checkout and in your order confirmation email will be the date your order will be with you by.
If your order has been sent to you using a trackable service, you can follow its journey to you. You’ll receive a shipping confirmation email from our warehouse once your order is on its way; simply click on your tracking link on this email to view the up to date tracking.
*We aim to meet our delivery promise, but delays and changes may happen – please see our Ts&Cs for more info.
If your order has been sent to you using a trackable service, you can follow its journey to you. You’ll receive a shipping confirmation email from our warehouse once your order is on its way; simply follow the tracking link in this email to view the up-to-date tracking.
If the tracking doesn’t show any updates or is blank, please wait until your estimated delivery date for your order to be delivered.* Your tracking updates may be delayed, but it should update soon.
If your items are coming from multiple warehouses, they’ll all have the same order number. However, bear in mind that tracking numbers and delivery times may differ depending on where your items have been shipped from. You’ll see an individual tracking link for each parcel and can access this in ‘My Orders‘.
Find a full list of shipping information here, and select your country in the dropdown.
Just one more thing…
We aim to meet our delivery promise, but delays and changes may happen – please see our Ts&Cs for more info.
To provide our customers with a wider selection of products, we have partnered with some brands directly. On the product page, you’ll see if an item is being sold by an NEXTSHOPPER Brand Partner in the following way:
• Sold by ‘Brand Name’, Shipped by NEXTSHOPPER – means an item is being sold by an NEXTSHOPPER Brand Partner and shipped by NEXTSHOPPER. All delivery services we offer for all NEXTSHOPPER items will also be available for items sold by an NEXTSHOPPER Brand Partner and shipped by NEXTSHOPPER. You’ll see the available shipping methods for your item(s) at the checkout stage.
You can only place an order for an NEXTSHOPPER Brand Partner product if you are a consumer. We are unable to sell NEXTSHOPPER Brand Partner products to businesses (and will therefore also be unable to supply VAT invoices in relation to any NEXTSHOPPER Brand Partner orders).
Item prices may differ as our Brand Partners set the price for the items they sell through the NEXTSHOPPER site. These prices may not align with the NEXTSHOPPER prices for the same item.
• Our NEXTSHOPPER Premier service is available to the following countries*:
• Australia, Austria, Belgium, Denmark, France, Germany, Hong Kong, Republic of Ireland, Italy, Netherlands, Saudi Arabia, Singapore, Spain, UAE, UK and United States.
• If your country isn’t included in the list, NEXTSHOPPER Premier isn’t currently available. Keep an eye out on the site, as we may introduce the service to more places in the future.
• *Please note: postcode exclusions apply.
Someone should be home when your parcel is due to be delivered as we may need a signature. However, don’t worry if this isn’t possible as our delivery partner usually tries to deliver more than once.
Alternatively, they’ll leave a card confirming that they’ve either left it with a neighbour or left it in a safe place. Otherwise, the card will inform you when they will try redelivery or give you details about how to collect it.
NEXTSHOPPER has no control over these charges and we can’t tell you what the cost would be, as customs policies and import duties vary widely from country to country. NEXTSHOPPER is not able to pay these charges for you or refund any of these charges.
How much will I need to pay for customs?
• When placing an order to India, you’ll be notified of any customs charges once our carrier in the UK has received your parcel. They will notify you of the charges before they ship your parcel to your address.
• Once you’re notified of any charges due on your parcel you’ll have 10 days to make the payment. You’ll receive an email with a secure link to pay via PayPal.
• As soon as payment has been received by our delivery partner, your parcel will be released and shipped to the delivery address you selected at the checkout.
• If payment has not been received after 10 days, the carrier will automatically return the parcel to NEXTSHOPPER and we’ll issue a refund for your items once it arrives back at our UK warehouse. We’re not able to reship a parcel that has been returned to us, so you’ll need to place a new order if you still want the items.
If you’re placing an order for delivery to Brazil using our Standard Delivery service, you’ll be notified of any customs charges before the parcel is shipped to Brazil.
How much will I need to pay for customs?
• Our carrier will be notified of the amount that’s due once they’ve received the parcel. As customs charges vary widely from country to country we’re not able to predict what these charges will be.
• To help avoid being surprised by any unexpected charges, we’d suggest contacting your local customs office before placing your order.
• You’ll be notified of any charges due on your parcel and you’ll have 10 days to make the payment. You’ll be sent a bank transfer slip which will allow you to pay any charges due either using online banking or over the counter at your local bank.
• As soon as payment has been received, your parcel will be released and shipped to the delivery address you selected at the checkout.
What happens if I don’t pay the customs charges?
If payment has not been received after 10 days, the carrier will automatically return the parcel to NEXTSHOPPER and we’ll issue a refund for your items once it arrives back at our UK warehouse. We’re not able to reship a parcel that has been returned to us, so you’ll need to place a new order if you still want the items.
If you’re placing an order for delivery to Thailand using our Standard Delivery service, you’ll be contacted by SMS or email by our carrier regarding ID and import clearance charges before the parcel is shipped to Thailand.
How much will I need to pay for customs?
• Our carrier will be notified of the amount that’s due once they’ve received the parcel. As customs charges vary widely from country to country we’re not able to predict what these charges will be.
• To help avoid being surprised by any unexpected charges, we’d suggest contacting your local customs office before placing your order.
• You’ll be notified of any charges due on your parcel and you’ll have 7 days to make the payment. You’ll receive an email with a secure link to pay via credit card.
• As soon as payment has been received, your parcel will be released and shipped to the delivery address you selected at the checkout.
What happens if I don’t pay the customs charges?
If payment has not been received after 7 days, the carrier will automatically return the parcel to NEXTSHOPPER and we’ll issue a refund for your items once it arrives back at our UK warehouse. We’re not able to reship a parcel that has been returned to us, so you’ll need to place a new order if you still want the items.
If you’re placing an order for delivery to Indonesia using our Standard Delivery service, you’ll be contacted by SMS or Email to notify you of any customs charges, before the parcel is shipped to Indonesia.
How much will I need to pay for customs?
• Our carrier will be notified of the amount that’s due once they’ve received the parcel. As customs charges vary widely from country to country we’re not able to predict what these charges will be.
• To help avoid being surprised by any unexpected charges, we’d suggest contacting your local customs office before placing your order.
• You’ll be notified of any charges due on your parcel and you’ll have 7 days to make the payment. You’ll receive an email with a secure link to pay via credit card.
• As soon as payment has been received, your parcel will be released and shipped to the delivery address you selected at the checkout.
What happens if I don’t pay the customs charges?
If payment has not been received after 7 days, the carrier will automatically return the parcel to NEXTSHOPPER and we’ll issue a refund for your items once it arrives back at our UK warehouse. We’re not able to reship a parcel that has been returned to us, so you’ll need to place a new order if you still want the items.
If you’re placing an order for delivery to Israel using our Standard Delivery service, you’ll be contacted by SMS or email by our carrier regarding ID and import clearance charges before they ship your parcel to Israel. For orders over £50, you can use the promo code IL18 for 18% off your order.
We cannot predict what these charges will be so we’d recommend contacting your local customs office for the latest charges before ordering.
NEXTSHOPPER is not able to pay these charges for you or refund any of these charges.
If your order is over $75 USD, you’ll be required to present a valid proof of ID (valid passport, driving license, cheque guarantee, credit/debit card, bank/building society book) for customs clearance. ID’s will not be accepted if the recipient is under 18 years of age. If the recipient of the parcel is under 18 years of age, the account holder will be required to submit their ID.
Once you’re notified of any charges due on your parcel you’ll need to make the payment. You’ll receive an email with a secure link to pay via credit card.
What happens once I’ve paid the charges?
As soon as payment has been received by the carrier, your parcel will be released and shipped to the delivery address you selected at the checkout or the nearest collection point/parcel locker.
In the event that you don’t agree with duty charges presented to you, please contact the carrier.
If payment has not been received, the carrier will automatically return the parcel to NEXTSHOPPER and we’ll issue a refund for your items once it arrives back at our warehouse. We’re not able to reship a parcel that has been returned to us, so you’ll need to place a new order if you still want the items.
If you’re placing an order for delivery to Malaysia using our Standard Delivery service, you’ll be contacted by SMS or email by our carrier regarding ID and import clearance charges before the parcel is shipped to Malaysia.
How much will I need to pay for customs?
As customs charges vary widely from country to country we’re not able to predict what these charges will be. To help avoid being surprised by any unexpected charges, we’d suggest contacting your local customs office before placing your order.
You’ll be notified of any charges due on your parcel and you’ll have 7 days to make the payment. You’ll receive an email with a secure link to pay via credit card.
As soon as payment has been received, your parcel will be released and shipped to the delivery address you selected at the checkout.
What happens if I don’t pay the customs charges?
If payment has not been received after 7 days, the carrier will automatically return the parcel to ASOS and we’ll issue a refund for your items once it arrives back at our warehouse. We’re not able to reship a parcel that has been returned to us, so you’ll need to place a new order if you still want the items.
We now offer delivery to BFPO addresses on our standard delivery service.
To have your order delivered to a BFPO address, the delivery postcode will need to be in one of the following formats:
BFPO
BF
HA4 6DQ
Please note that your tracking will only update as far as your BFPO office. Once your parcel has been delivered to the BFPO office, you’ll need to contact the BFPO for any further delivery updates.
We’re able to deliver to a PO Box in most countries if you select our Standard Delivery service. We cannot deliver to a PO Box if you select any other delivery option. We’re unable to deliver to PO Box addresses in the following countries:
Belgium
France
Germany
Italy
Luxembourg
New Zealand
Spain
UK
We can deliver to your permanent residential address or your place of employment. If you choose to have your order delivered to you at work, please ensure that there will be someone available to take receipt of the goods. It’s also a good idea to add your company name to the parcel too as it’ll help the driver find you easily.
For your security, we aren’t able to change the address your order is being sent to. Don’t worry – if you’re not in when a delivery is attempted, our carrier will leave a card or send you an email notification advising how to arrange a redelivery or where you can pick up your parcel.
While changing the delivery address isn’t possible after the order is placed, there are alternative delivery options you can arrange with some of our UK delivery partners, including delivery to a neighbour, delivery to a safe place, or a collection from a specified location – these will differ depending on the delivery partner.
You can check and arrange for the available alternative delivery options using the link in the delivery update email you’ll receive from our delivery partner, or using the tracking number and the delivery partner’s website or app.
Yes. We can deliver to your permanent residential address or your place of employment. If you want your delivery to reach you at work, you need to be confident that someone will be there to take receipt of the goods as the courier will deliver to the place not the person.
Is your place of employment at a PO Box address?
If your order is being delivered to Qatar, a valid proof of ID will be required at the time of delivery to confirm your identity.
If your order is being delivered to Israel and is over $75 USD, you’ll also be required to present a valid proof of ID at the time of delivery.
You can use the following as a valid proof of ID:
Valid passport
Driving license
Cheque guarantee
Credit/Debit card
Bank/Building society book
On some occasions, you may be contacted before your parcel arrives in your destination country and asked for your ID number in order for your parcel to clear customs. To find out more information on customs and import charges, click here.
If your order has been sent with a trackable service, you can keep an eye on the tracking by following the link provided to you in your shipping confirmation email.
Delivery to Hong Kong is available on our Standard, Standard Click & Collect, and Express Delivery services.
How does Standard and Standard Click & Collect Delivery work?
• Your order will arrive within 5 working days and delivery is available Monday – Saturday (excluding public holidays).
• Standard Delivery costs HKD $90 or is free for orders over HDK $650.
• If your order has been sent with a trackable service, you’ll receive SMS notifications on the status of your order once it’s been shipped from our warehouse and you’ll be able to follow the journey of your parcel. You can also track your order by logging into ‘My Account’ and viewing your most recent orders.
• Get your order delivered to your address with Standard Delivery or to a collection point with Standard Click & Collect.
• Dependant on the Delivery Partner, you might be presented with delivery options during delivery including changing your delivery date, requesting leave with neighbour, requesting collect from a service point, requesting that your parcel is left safe, and requesting that your parcel is held for delivery on another date (for example if you’re on holiday).
How does Express Delivery work?
• Your order will arrive within 3 working days* and delivery is available Monday – Saturday (excluding public holidays).
• Express Delivery costs HKD $350.
• We’ll email you a link to your tracking information once your parcel has been been shipped from our warehouse. You can also track your order by logging into ‘My Account’ and viewing your most recent orders.
• Once the parcel has reached the destination country, the Delivery Partner will attempt to contact you to confirm delivery or leave the parcel in a safe location.
• The Delivery Partner will attempt delivery twice and orders will be safe only if you request it.
• If the parcel is unable to be delivered, the order will be sent to the nearest SF Express store to be collected. You’ll need to show valid proof of ID or the text message from SF Express with the tracking link to pick the parcel up.
• If the parcel isn’t collected from the SF Express store after 10 days, it’ll be returned to NEXTSHOPPER.
To find out more information on customs and import charges, click here.
Just one more thing….
We aim to meet our delivery promise, but delays and changes may happen – please see our Ts&Cs for more info.
Delivery to Israel is available on our Standard Delivery service.
Ordering on Standard delivery?
Standard delivery costs 50.01 ILS or is free for orders over 200 ILS. Dependant on your chosen or allocated Delivery Partner, your order may be delivered to a collection point close to your chosen delivery address or a locker box instead of the selected delivery address at checkout or in your order confirmation email.
If your order is delivered to your home address and you’re not available at the time of delivery, the parcel will be taken back to the local depot and you’ll be notified via SMS and email to arrange a second delivery attempt. If no contact is made, the Delivery Partner will attempt delivery on day 2 and day 4.
If your order is delivered to a collection point, the Delivery Partner will email the collection point details to you once your order has arrived in Israel. You’ll have 3 business days to collect your parcel from the collection point before it’s returned to our warehouse. If your chosen delivery address is not within 3km of a collection point, the Delivery Partner will attempt delivery to the delivery address selected at checkout.
If your order is delivered to a locker box you’ll receive the locker box code via email or SMS. You may also have an option to redirect your order to your home delivery address, if this is available, you’ll be notified via email or SMS.
If your order has been sent to you using a trackable service, you can follow its journey to you. You’ll receive a shipping confirmation email from our warehouse once your order is on its way; simply click on your tracking link on this email to view the up to date tracking.
Is your order over $75 USD?
If yes, you’ll be required to present a valid proof of ID (valid passport, driving license, cheque guarantee, credit/debit card, bank/building society book) for customs clearance. IDs will not be accepted if the recipient is under 18 years of age. If the recipient of the parcel is under 18 years of age, the account holder will be required to submit their ID.
For more information on delivery timeframes to Israel, follow this link.
Click here for more information on how customs work for parcels being sent to Israel.
Want to cancel your order?
There are varying time limits in which you can cancel your order dependent on which delivery option you’ve chosen:
Standard – Israel Post – 15 minutes after completing your order.
Standard – GAASH – Epost – 15 minutes after completing your order.
Standard – Don’t mind, I’ll let NEXTSHOPPER decide – 60 minutes after completing your order.
We aim to meet our delivery promise, but delays and changes may happen – please see our Ts&Cs for more info.
Just one more thing….
We aim to meet our delivery promise, but delays and changes may happen – please see our Ts&Cs for more info.
Delivery to Singapore is available on our Standard, Click & Collect and Express Delivery services.
How does Standard Delivery work?
• It takes 6 working days* and costs SGD $13.00 or is free for orders over SGD $111.20.
• Delivery is available Monday – Friday (excluding weekends and public holidays).
• If your order has been sent with a trackable service, we’ll email you a link to your tracking information once your parcel has been shipped from our warehouse. You can also track your order by logging into ‘My Account’ and viewing your most recent orders. Just click ‘Track This Order’ and you’ll be redirected to the carrier tracking page.
• Dependant on the Delivery Partner, you might be presented with delivery options during delivery including changing your delivery date, requesting leave with neighbour, requesting collect from a service point, requesting that your parcel is left safe, and requesting that your parcel is held for delivery on another date (for example if you’re on holiday).
How does Standard Click & Collect Delivery work?
• It takes 6 working days* and costs SGD $13.00 or is free for orders over SGD $90.
• You’ll be able to choose your preferred collection point at checkout.
• Once your parcel reaches the chosen collection point, our delivery partner will send you an email to let you know – make sure to have that on hand when picking up your parcel.
• Your order will be held at the collection point for up to 10 days, after that it’ll be returned to NEXTSHOPPER.
How does Express Delivery work?
• It takes 2 working days* and costs SGD $46.00.
• Delivery is available Monday – Saturday (excluding public holidays).
• We’ll email you a link to your tracking information once your parcel has been shipped from our warehouse. You can also track your order by logging into ‘My Account’ and viewing your most recent orders. Just click ‘Track This Order’ and you’ll be directed to the carrier tracking page.
• Once the parcel has reached the destination country, the Delivery Partner will attempt to contact you to confirm delivery or leave safe.
• The Delivery Partner will attempt delivery twice. Orders can be left in a safe place if you request of the carrier has been unable to contact you.
• If the parcel is unable to be delivered, the order will be sent to the nearest SF Express store store be collected. You’ll need to show valid proof of ID or text message from SF Express with the tracking number to pick up your parcel.
• If the parcel isn’t collected from the SF Express store after 5 days, it’ll be returned to NEXTSHOPPER.
Click here to find out more information on customs.
*We aim to meet our delivery promise, but delays and changes may happen – please see our Ts&Cs for more info.
If you’re placing an order for delivery to New Zealand and you’re requested to pay customs, you will be contacted directly.
How much will I need to pay for customs?
GST is included in our prices for customers in New Zealand effective 1 December 2019.
The Goods and Service Tax legislation was implemented from 1 December 2019, which means that international orders under NZ$1000 will also now be taxable at 15%.
Where you order goods to the value of NZ$1,000 or more, including where you place multiple orders that are dispatched simultaneously and arrive in New Zealand at or around the same time, you may be liable to pay customs and import tax.
We cover GST on all orders to New Zealand. This should be managed automatically but if you are charged, please keep proof of payment and get in touch with our Customer Care team to arrange a refund of these charges.
Business customers requiring an invoice should contact our Customer Care team with their GST number.
To avoid any unexpected charges, we’d suggest using New Zealand Customs’ online duty estimator here before placing your order.
How long do I have to pay the customs charges?
You’ll be notified of any charges due on your parcel and you’ll have 90 days to make the payment. You’ll be sent a bank transfer slip which will allow you to pay any charges due either using online banking or over the counter at your local bank.
As soon as payment has been received, your parcel will be released and shipped to the delivery address you selected at the checkout.
If payment has not been received after 90 days, the carrier will automatically return the parcel to NEXTSHOPPER and we’ll issue a refund for your items once it arrives back at our UK warehouse. We’re not able to reship a parcel that has been returned to us, so you’ll need to place a new order if you still want the items.
Shipping to New Zealand is available on our Standard Delivery service.
• Your order will arrive within 8 working days* and will be shipped by Courier Post.
• Delivery is available Monday – Friday (excluding weekends and public holidays).
• Standard Delivery costs NZD $25.98 or is free for orders over NZD $110.00.
• If your order has been shipped with a trackable service, we’ll email you a link to your tracking information once your parcel has been shipped from our warehouse. You can also track your order by logging into ‘My Account’ and viewing your most recent orders. Just click ‘Track This Order’ and you’ll be directed to the carrier tracking page.
• Dependant on the Delivery Partner, you might be presented with shipping options during delivery including changing your delivery date, requesting leave with neighbour, requesting collect from a service point, requesting that your parcel is left safe, and requesting that your parcel is held for delivery on another date (for example if you’re on holiday).
Want to find out more information on customs charges?
Click here to find out more information on custom charges.
*We aim to meet our delivery promise, but delays and changes may happen – please see our Ts&Cs for more info.
You may be charged for handling fees and taxes as your order passes through customs. Any charges on a parcel must be paid by the person receiving the parcel (this also applies to retail & wholesale customers).
In most cases, any customs or import duties are charged once the parcel reaches its destination country. The exception to this is for parcels being sent to Brazil, India, Israel, New Zealand, Malaysia, Indonesia and Thailand on our Standard Delivery service, as well as orders to Saudi Arabia that are over 1000 SAR.
NEXTSHOPPER has no control over these charges and we can’t tell you what the cost would be, as customs policies and import duties vary widely from country to country. If you don’t agree with duty charges presented to you, please contact the carrier.
It might be a good idea to contact your local customs office for current charges before you order so you are not surprised by charges you were not expecting.
NEXTSHOPPER is not able to pay these charges for you or refund any of these charges.
Please click below for more information on how customs charges are applied for the following countries:
Brazil customs information
India customs information
Israel customs information
New Zealand customs information
Malaysia customs information
Indonesia customs information
Thailand customs information
Ordering to Saudi Arabia?
Your order will be held in the UK pending duty and tax payment before it’s shipped to Saudi Arabia. You’ll receive an SMS or email from our delivery partner for ID purposes and with the details of the charges and how to pay. You’ll have 7 days to pay the charges, otherwise your order will be returned to our warehouse for a refund.
1. Track your order
Go to ‘My Orders‘ and select the order you want to track.
Select the ‘Track Parcel’ button to track your parcel.
2. Check the estimated delivery date
You’ll find this date in your Order Confirmation email and in ‘My Orders‘.
Remember, this date is an estimate, so your order may arrive before, on, or slightly after your estimated delivery date.* To see the progress of your order, check your tracking.
If the tracking doesn’t show any updates or is blank, don’t worry! Please wait until your estimated delivery date. There may be a delay with your tracking being updated, but it should update soon.
3. I’m still waiting for my order
Waited until your estimated delivery date? Please wait a few extra days for your order to be delivered (especially during busy times) – our carriers are always doing their best to get your order to you. Make sure you check your tracking link for the latest updates.
Just one more thing…
We aim to meet our delivery promise, but delays and changes may happen – please see our Ts&Cs for more info.
Find all international delivery information here. Simply select the relevant country in the drop down list and you’ll be presented with the different delivery methods available and costs.
What are the basics?
Standard and Express delivery services are available for most of the countries that we ship to. Once you’ve entered your delivery address, you’ll be able to see the available delivery services.*
In some countries, Nominated Day delivery is also available. If this service is available in your country, it’ll show as an option at checkout.
Your order will be sent out via the most suitable carrier, dependent on size and weight.
How much does delivery cost?
Shipping costs are calculated automatically at the checkout page when both the destination and delivery service are selected.
Can I track my order?
Tracking is available on some Standard Delivery services and on all Express Delivery services. You’ll receive a shipping confirmation email from the warehouse with a tracking link for your parcel so you can follow its journey.
Once your order has arrived in your country, it will be passed on to an internal postal service, according to standard delivery procedures.
When will my order be delivered?
Our carriers deliver during normal business working hours and may require a signature on receipt, so we suggest your order is delivered to an address where someone will be available to accept it.
If you’re not in when your parcel arrives, the carrier will leave a card telling you where it is. It might be left in a safe place or there will be details on how to pick up your order or rearrange delivery.
If you’re not in at the time of delivery and the carrier takes your parcel to the nearest parcel shop or pick up location, please note it may be anywhere within 3km of your chosen delivery address.
Please be advised that on any public holiday dates in your country, deliveries will not be made. In this instance, please expect your order to arrive the next business day.
For more information on customs charges, please click here.
For more information on delivery to a PO box, please click here.
*We aim to meet our delivery promise, but delays and changes may happen – please see our Ts&Cs for more info.
Just one more thing….
Disclaimer: our website contains links to websites owned and operated by third parties; these are provided solely for your convenience. NEXTSHOPPER have no control over these sites and are not responsible for their content or availability.
