page.faq

Can I change my delivery address?

You may be able to change your delivery address if your order has not left our warehouse. Please contact NiX Customer Services if you need help with updating your details.

Do you ship overseas?

No, we currently only deliver to mainland UK, using our 2-man delivery service for our larger items, and all our smaller items are despatched with DPD. We can however assist you with sending your NiX order overseas by delivering to a freight shipping company depot in the UK, where they will organise the safe travel of your items. Please send contact customer services if you would like further information and help with shipping internationally.

What are your delivery charges?

We have four different delivery charges depending on the product type. Our standard tracked doorstep delivery charge is £6.95 for our smaller items. For our medium size items with doorstep delivery is £29, and our extra-large parcels for items such as rolls of fabric are charged at £15. For all items requiring a 2-man delivery service to your room of choice and assembly if required, this service costs £59. For delivery to the Scottish Highlands and Islands please contact our customer service team to discuss further.

When can I expect my order?

This will depend on whether you’ve purchased a stocked item or a product that’s handmade to order. For our in-stock items, you’ll receive an email letting you know when that it’s on its way, and if it’s a tracked service you’ll be sent a tracking link for your delivery. For made-to-order furniture, we’ve included our manufacturer's current lead times on the individual product pages, to help give you an idea of when it should arrive. Once you’ve placed your order with us, we’ll email you with a delivery estimate for when your beautiful handmade products will be ready. For our larger items, we usually deliver within 12 working days of order confirmation, if the item is in stock or when the item arrives at our warehouse. Our 2-man delivery partner Ash Logistics delivers from Monday to Saturday between 7.00 am and 7.00 pm and they will contact you directly to book your delivery and then email you the details. Once your order has been dispatched, you’ll receive an email confirming the delivery date, and a four-hour delivery time slot. On the day of your delivery, our team will also give you a call to confirm their visit time, approximately one-hour prior to arriving at your property. We promise to do our best to keep you updated along the way, however, if you want to get in touch, please send us an email via our Contact Us form and we’ll be more than happy to help.

Will all my items be dispatched together?

If your items are in stock, they will be dispatched as soon as your order has been processed. For any items which are made to order or out of stock, the items will be dispatched when they arrive in the warehouse, as per your estimated delivery date

Can I return my order?

We have a no-quibbles returns policy, and we’ll happily take back most pieces within 28 days of when we delivered it, as long as it’s in its original packaging (unless we took this away for you) and without any signs of use.

How do I return my order?

You can request a return from our website within 28 days of receipt. Please send NiX Customer Services an email via our Contact Us form, so that we can help you with this as quickly as possible. For smaller items, please use the original packaging to wrap your product securely, and once you’ve contacted NiX Customer Services, we will send you instructions on how to return your items. For larger 2-man items, we’ll arrange a convenient collection for you with Ash Logistics.

How long will my refund take?

Once you have returned your item and it has been received by our warehouse, we will refund you the original payment in full, including the delivery cost if you are returning your full order. Please note refunds can take up to five working days to process. Visit our Delivery & Returns page for more information.

How do I reset my password?

To reset your password, simply log out of your account and come back to the login page. Click on the 'Forgot Your Password?' link and enter the email address associated with your account. We will then send you an email with a link to reset your password - please follow the instructions to create your new password.