Contact us : 0800 999 5006 | info@nexongroup.co.uk
FREE DELIVERY ON SPEND OVER £45
10% off your first order online

FAQs

Please select the subject below and click for more information.
  • How do I place an order?

    Find your Items

    First you need to find the items you wish to buy, you can do this by browsing round the website using the categories shown in the main navigation banner.  You can narrow down your search using the options shown to the left of the site.  Alternatively you can use the search box at the top of the page.

    Adding Items to your bag

    Once you have found the items you require you need to select the quantity you need (the default quantity is 1) before clicking 'Add to Bag'

    Review your Order

    To review your order hover over the shopping basket icon towards the top right of your page.  There you will the list of items in your bag.  

    Checkout

    Once you are ready to proceed click Checkout and do a final check of your order.  Once you are happy to proceed choose your payment method.

    You then need to fill in your details or login if you are a returning customer.

    At the next step you need to check your address details, if your delivery address is different to your billing address then please change it here.

    Select your delivery method and continue.

    Finally make your payment by your chosen method

    Once complete the website will confirm your order has been submitted and you will receive an order confirmation to the email address you checked out with.

     

     

  • Payment Options

    We accept all major credit/debit cards (Visa, Maestro, AMEX and Diners Card) and payment via PayPal, as well as Nexon Group eVouchers.

    Payment Problems

    If your credit/debit card is rejected by our online payment processing systems, please double-check that all of the details you entered were correct. If you are sure you are using a valid card, please try again with the same credit/debit card or place the order again using a different credit/debit card. If the problem persists, please contact your credit/debit card provider.

    Your name and billing address details must match the card-holder address details held by your card issuer.

    If, for any reason, there is a problem with collecting payment from your credit/debit card after we have confirmed receipt of your order, we will not be obliged to despatch your order.

    Additionally, on some occasions, we may be unable to process an order. The reasons for this may be due to:

    • The item being out of stock or no longer available; or
    • Your payment being declined; or
    • An unspecified technical error.

    Security

    We encrypt your payment card details using industry standard SSL technology to ensure they are kept completely safe and secure.

    As part of our policy to protect against the fraudulent use of credit/debit cards, we conduct security checks on all orders received. These checks can take various forms and may involve contacting you by telephone before we process your order. We also work with various credit rating and fraud prevention companies and we may share details of your order with them for the sole purpose of detecting and preventing fraudulent use of cards.

    MasterCard SecureCode and Verified by Visa

    Our online transactions are verified by either MasterCard SecureCode or Verified by Visa to give you extra peace of mind. These services allow you to protect your credit/debit card with a password that you set-up with your payment card issuer.

    When you reach the payment page and have confirmed your order, you will also be asked to enter your credit/debit card password. If you have not yet created a credit/debit card password with your payment card issuer, simply follow the on-screen instructions to set this up, you will only need to do this once.

    Please note your order will only be processed once we have received authorisation from your payment card issuer. Please contact your payment card issuer directly with any queries regarding your credit/debit card password.

  • How do I edit my order?

    Unfortunately in most circumstances it's not possible to make changes to your order once you've placed it. If your order has already been despatched from the warehouse, then you'll need to return the item following our Returns procedure. 

    If your order hasn’t yet been despatched, we may be able to change delivery address details, remove items from your order or cancel it completely. Please contact our Customer Services team for advice on 0800 999 5006 between 8am and 5pm Monday - Friday

  • How do I cancel my order?

    If your order has already been dispatched from the warehouse, you'll need to return the item following our Returns procedure in the event of any unwanted products. 

    It may be possible for us to cancel your order if it has not yet been dispatched, please contact our customer services team for advice on 0800 999 5006, 8am - 5pm Monday to Friday.

  • Missing, Incomplete or Damaged Goods

    If your order is incomplete, please bear in mind that products may be sent out from multiple locations and so arrive separately; please allow a little extra time before contacting us.  Please also note if some items were out of stock when you originally ordered these will arrive on a separate delivery once they come into stock.

    For more information, you can view your order status online by signing into your account and selecting View orders.

    Damaged orders

    For damaged products, incomplete orders or despatched orders that don't arrive within the expected time period, please email our Customer Services team, or call us on 0800 999 5006 8am - 7pm Monday to Friday. If you prefer, you can also return damaged goods to us via the returns methods listed below.

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