MY NIX CART
If the item you wish to buy will definitely be back in stock within 14 days, you can back order the product, so it will be dispatched as soon as it is available again. If the item will not be back in stock for longer than 14 days, or we don’t know when it will be back in stock, you can add it to your wishlist.
Unfortunately, you cannot add further items to an order that has already been placed, and you will need to place a second order. Don’t worry though, we offer free fast delivery (next day on most), so the second order won’t cost you extra.
A tracking link can be found in both the order confirmation email and the dispatch confirmation email sent to the address you supplied when you placed your order. Alternatively, you can find your order details and track your order on our website, by following the steps below If you have an account
All your orders should be displayed on this page, along with their status.
Your order number can be found in the confirmation email you received after your order was placed.
Alternatively, your order acknowledgement and order confirmation email will contain a tracking link.
If you believe a payment has been taken more than once, please contact our Customer Services via our Contact us page, and we will be happy to investigate the matter for you, and provide a refund where necessary. Please allow up to 15 working days for refunds to show in your account.
It can take up to 15 days for refund to be issued, but it is quite often sooner (within 3-5 working days), depending on your card issuer. If you haven’t received a refund after 15 working days, please contact us again and our team will investigate.
Payments are taken when your order is confirmed (and you receive a confirmation email, with your invoice attached). When this is shown as being debited from your card or account depends on your bank. For pre-orders, payment will be taken any time within 28 days from the date you pre-order. When this displays on your statement will depend on your bank.
If your payment fails, we recommend contacting your bank to rule out any problems with your card or a transaction being blocked due to suspected fraud (this can happen with larger transactions). If the problem isn’t related to your bank or card, please try again, making sure to enter your details carefully. If you continue to have issues, then please reach out via our contact us page and our team will investigate.
All major credit and debit cards are accepted (American Express, Maestro, Mastercard, Visa Credit, and Visa Debit), or use one of the three Klarna financing options available – Buy now, pay in 30 days, split the cost into 3 equal payments or spread the cost up to 3 years.
We only accept UK registered cards and payment on these cards is collected on our behalf by Klarna. As soon as your order is placed we request authorisation for payment from your bank. This includes orders that are to be delivered on a specific date. To reduce the risk of your authorisation being rejected by your card issuer please read below:
Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment. Klarna works with more than 100,000 online stores. Over 60 million consumers worldwide have trusted Klarna to securely handle their payments. Klarna lets you purchase the items you need without having to worry about the costs upfront. Just select 'Klarna' at the checkout.
Payment information is processed securely by Klarna. No card details are transferred to or held by NIX. All transactions take place via connections secured with the latest industry standard security protocols.
If you want to make a purchase with Klarna you need to provide your name, address and email address. It is important to update your billing address in the checkout if it is different from your delivery address. For some orders you may need to provide your mobile number or date of birth, too. All information will be sent to your email address, including payment reminders and links to your online statements. It's very important, that you give us the correct details, as otherwise you will not receive the payment information.
You can view all of your Klarna purchases and payment options simply by logging onto Klarna.com/uk
As soon as the store has registered your cancellation or your return, the refund will be processed within 5-7 business days.
Refunds shall be issued back to the debit or credit card which was originally entered at checkout.
You can log in at https://www.klarna.com/uk/, where you will find all of your orders and payment schedule information.
Visit Klarna's Customer Service for a full list of FAQ's, live chat and telephone options.
Make sure you are using your home address or whichever address is attached to your personal credit file as your billing address. We need to perform a credit check for instalment plans but we cannot perform a credit check on a business address, so in these cases the application will be rejected automatically.
Please use your personal address and try again. If the problem persists, it’s possible there is an issue with your credit rating. If you are still having issues and believe your credit application should be successful, please visit Klarna Customer Service for a full list of FAQ's, live chat and telephone options.
If you’re certain you haven’t just missed your delivery, (in which case, you should have received an attempted delivery notification card (see below for details about missed deliveries), then please contact our support team on 01282 858544 or via email on glencarmosupport@exertis.co.uk
Refusing a damaged delivery from a courier
If you are accepting a delivery face-to-face (from the courier) and you see your parcel is damaged, you can refuse to accept the delivery. After refusing the delivery, the item(s) will come back to NIX.
Once received, a refund will be made automatically. The refund can take up to 15 days from receipt of the item(s) but it is quite often sooner (Within 3-5 days). If you still want to receive the item(s) please place a new order.
Discovering a damaged item after accepting delivery
If your item arrives damaged, it’s important you let us know as soon as possible. You have a 14-day window to return items to NIX for any reason. To return your item please contact our support team on 01282 858544 or via email on glencarmosupport@exertis.co.uk
No. If a product is faulty or damaged upon arrival, we encourage you to report it to us soon as possible. We can refund you for your order and then you can place a new order online.
The communications you will receive are:
Text messages:
Other potential text messages:
Order emails:
Other emails:
If you're not at home when our courier partners attempt delivery, your parcel will be returned to their depot or sorting office. A card will be left to inform you of the time and date of the attempted delivery.
You will have the option to arrange an alternative delivery time or arrange to collect yourself - contact information will be provided on the attempted delivery notification so you can do this at your convenience. Once your order is in progress, you cannot change the delivery address.
If you receive an attempted delivery notification card and do not respond, 2 further attempts to deliver your item will be made (an attempted delivery notification will be left upon each occasion). After this, the goods will be returned to our warehouse and the refund process automatically triggered.
No. Unfortunately, this is not an option our courier partners offer at this time.
You may return your products for any reason within 14 days from when you receive the product(s). If your product is faulty and you notify us within 30 days of delivery or collection, you can select to receive an exchange or receive a refund.
Yes. As long as you informed us of your intention to return your product(s) within 28 days, if exceptional circumstances prevented you from returning it within this period, you can still return it.
Collection can be arranged by our customer service team at no cost. Please note, collection will only be available from the original delivery address and returns will only be free of charge when sent from the United Kingdom.
Unfortunately, you are not able to change your order once it has been placed. Should you decide you want to change your order, you should return the order, and then place a new order.