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NEXTDIRECT

FAQs

The following document outlines the FAQs for the next website.
FAQs Correct as of

RETURNS KEY INFORMATION

How can I return an item?

Not completely satisfied or ordered the wrong size/colour? You can return any unworn items (in their original condition) within 28 days of receiving your order for a full refund. This doesn’t affect your rights to return faulty items. Also, cosmetics, toiletries, certain jewellery and items with a security seal can only be returned if faulty

Free to our stores

For any store orders

Take the item to any* Next Retail store in Ireland with your delivery note. Any returns made through the store will be credited to your account within 14 days. You will have 14 days from the 17th May to return any previous unwanted store purchases. To find your local store, please click on the link below:

‘Find a local Store’ *We cannot accept any returns through our Airport stores. Gift Cards and Vouchers cannot be returned or exchanged for cash.

Returns by Post

Please use the returns label on the right of your delivery note, postage must be paid by the sender and won’t be refunded by Next. The item(s) will be credited within 14 days of being received at the warehouse address below:

Please allow 7 days for the refund to show on your credit/debit card.

Unit 11

West End Retail Park

Blanchardstown

Dublin 15

Northern Ireland

DO I PAY FOR RETURNS

You can return items free of charge to a Next store. If items are returned by post, all costs must be paid by the sender and won’t be refunded by Next.

CAN I EXCHANGE AN ITEM?

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

REFUNDS INFORMATION

When will I receive my refund?

As soon as the returns are received at the warehouse, they’ll be automatically refunded within 14 days (from the day you sent your return parcel) to the method of payment used for the order. You'll receive a confirmation email when the item has been refunded. If you paid by card, please make sure you check your bank statement from the date of the order onwards, as your refund may be shown against the order date. If you paid using another payment method, please check with the payment provider/issuer to locate the refund.

I haven't received my refund

You'll receive a confirmation email when the item has been refunded. If you paid by card, please make sure you check your bank statement from the date of the order onwards, as your refund may be shown against the order date. If you made your original payment with a card that is now expired or cancelled, please contact your bank. The refund will always be processed to your original method of payment and can’t be sent to another card. If you paid using another payment method, please contact the payment provider/issuer to locate the refund. Please keep your returns tracking number until you receive your refund – you may be asked to provide this if we've not received your item(s). If you did not use a tracked service for the return or a tracked service for the return and only have a postage receipt, you'll need to file a claim with the postal service directly.

We are open as normal online. As the situation with Coronavirus continues to change, we are working hard to ensure the safety of everyone while continuing to offer the best service we can. We’ve introduced extra safety measures to protect our warehouse staff and ensure that they can operate in a secure environment.

For store updates please refer to delivery section below

HOW DO I OPEN AN ACCOUNT?

It’s really easy to create an account, just click onto ‘My Account’ and select ‘New Customers’ to enter your details. Please be aware that you can’t register with Hebrew characters, you can only register with standard English characters.

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

SIGNING IN TO MY ACCOUNT

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

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

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

  • Combine letters, numbers and symbols
  • Use combinations or characters that aren’t in the dictionary
  • Make it long. Next allows passwords to be 6-12 characters long, the longer the password, the more secure it will be
  • Use words and phrases that are difficult for people to guess
  • Avoid your name or birthday
  • Don’t use sequences or repeated characters. For example ‘12345678’ or ‘qwerty’
  • UPDATING MY DETAILS

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

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

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


    I HAVE FORGOTTEN MY PASSWORD

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

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


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

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

    HELP WITH MY ACCOUNT

    Closing my account

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

    I WANT TO CHANGE THE MARKETING INFORMATION I RECEIVE

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

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

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

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

    PLACING AN ORDER

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

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

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

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

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

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

    I can't check out

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

    CHANGING MY ORDER

    Can I change an order?

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

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

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

    SAVING MY SHOPPING BAG

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

    PROMOTION CODES

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

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

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

    CAN I SEE MY PREVIOUS ORDERS?

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

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

    HELP WITH AN ORDER

    Has my order gone through?

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

    MY ITEM IS OUT OF STOCK

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

    Alternatively, why not check out our latest arrivals.

    CAN I ORDER A CATALOGUE OR BROCHURE?

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

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

    WHAT PAYMENT METHODS CAN I USE?

    You can use any payment type listed below:

    Visa / Visa Electron , Mastercard, American Express, Paypal, Apple Pay

    We take your security very seriously and have invested in the latest technology which encrypts information as it is sent to us.

    Credit and debit cards must be registered to the account address. Card details are checked and verified by a third party and goods are dispatched once authorisation has been obtained. Please also make sure that your payment card is set up by your card issuer for international payments.

    We’re sorry, we can’t accept payments from a card that’s due to expire within five days of placing your order or payments from pre-paid cards.

    CAN I PAY BY GIFT CARD?

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

    HELP WITH SAVED CARD(S)

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

    Deleting a saved card

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

    HELP WITH PAYMENTS

    I can't make a payment

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

    If you use the PayPal payment option, please check with them first before contacting us.


    Has my payment gone through?

    Check if you’ve received an order confirmation email from us. This should be sent as soon as you’ve placed your order.

    If you haven’t received a confirmation email after an hour, let us know and we’ll check the status of the payment for you.

    DELIVERY KEY INFORMATION

    Home Delivery

    Delivery times will be confirmed at checkout. There are no additional duties charged as a result of Brexit

    Great news, shipping is currently free for all orders over €20. Orders under €20 will be charged at €3 for shipping per order.

    Next day delivery is not always guaranteed.

    Orders post 14th December 2020 will be made via DPD IE and all tracking information will be shared by them

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

    10 Day Delivery For Furniture And Sofas

    Furniture and sofas will be delivered to your home within 10 working days of Next receiving your order. If your order consists entirely of 10 day delivery items (furniture and/or sofas) and they are in stock then you will be offered a delivery date within 10 working days.

    If any of your items are unavailable at time of order, the delivery will be outside this lead time. If the first delivery date you are offered is out of the 10 working day period then please contact the customer services team on 0333 777 8077#

    Note: Customers ordering one or more items in an order will only be charged for delivery once, even if the items are not delivered together.

    Will I be charged customs fees?

    Our terms of sale to our customers in Ireland are delivery duty paid. That is to say, the amount paid by you is fully inclusive of delivery to the specified delivery address and all duties, taxes and customs clearance fees.

    Sale delivery information

    During sale periods, please allow 14-21 days for your delivery. Your delivery date will be confirmed at the time of order. * Subject to stock, courier availability and courier area/store location. Exceptions apply, see full terms and conditions.

    TRACKING MY ORDER

    Once your order is on its way, you’ll receive a tracking number via email.

    To track your parcel, simply click on the link in the email and you’ll be directed to the courier website. If you can’t locate the tracking email, please make sure you’ve checked your spam and junk folder.

    STORE DELIVERY

    Pick up your order from selected Next stores free of charge. Next day delivery to store is available 7 days a week on orders placed before midnight. Next day delivery to store will not apply to orders placed after midnight, on a bank holiday or during sale period and is subject to stock availability/courier area. Delivery times will be confirmed when you place your order. Certain items are excluded from next day delivery. An estimated delivery time for all items will be confirmed at checkout. Please allow extra days for delivery during Irish holidays, UK national holidays, weekends and sale time.

    To find your nearest store:

    Click on ‘Store Delivery’ in the ‘Arrange Delivery’ section of the delivery screen. Key the town or city of the store in the ‘Enter the store location’ field, then click on ‘Find a Store’ All stores offering store delivery in your selected area will be shown in the drop down list.When you select a store, you will also be given the date from which your order will be available to collect.

    Exceptions apply:

    Delivery times can’t be guaranteed Store delivery is not available during sale periods. Specific delivery details will be confirmed at the time of order.Some stores are not able to take orders for collection due to space or storage restrictions at the store or the store closing down for refurbishment

    Store Collection

    We will send an email or text once your order is ready for collection at your chosen store. Please take your order confirmation email and some form of personal identification when collecting your order, for example: Driving license, Utility bill Credit or a debit card. The name on the identification must be the same as the name on the account. We will hold onto your order for 10 days. If you can’t collect it by this time, no problem! We’ll happily return it for you and refund your card.

    I HAVE A PROBLEM WITH MY DELIVERY

    I haven't received my order

    Simply check the online tracking for your parcel by clicking on the link in your email from us. If the parcel shows it’s been delivered, but you haven’t received anything, please let us know and we can help you.


    An item is missing from my parcel

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

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

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

    I've received the wrong item

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

    FAULTY ITEMS

    I've received a faulty item

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

    My item has become faulty

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

    CONTACT US INFORMATION

    If you have a question we are available to help instantly via live chat. Please click the link below to get started.


    Chat with us


    We're here and ready to chat

    Call us


    We're here to help, but you might have to wait a few minutes for us to connect you.


    Chat is available 24/7 from anywhere!

    I have a Complaint

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

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

    Email us at International_Complaints@nextdirect.com

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

    Financial Complaints

    In the unlikely event that we are unable to resolve a complaint with you directly, you have the right to refer the dispute to the EU’s Online Dispute Resolution Platform at http://ec.europa.eu/odr. If you decide to use this service, please use the following Next email address when completing the form ODR@next.co.uk.

    Waste Electrical And Electronic (WEEE) & Battery Disposal?

    The Waste Electrical and Electronic Equipment Regulations (WEEE) have been designed to prevent/reduce the amount of waste electrical and electronic equipment by promoting its reuse, recycling and recovery.

    Products which are covered by the WEEE Regulations have a crossed out wheelie bin symbol on either the product itself or its packaging. WEEE should never be placed in any of your household wheelie bins.

    Electrical and electronic equipment is any product that relies on electricity or batteries to perform its primary function, for example, a hairdryer or a watch

    If you purchase a new electrical or electronic item from Next there is no time limit on returning your equivalent old item at any Next store within the Republic of Ireland providing:

  • You provide a receipt as proof of your purchase from Next
  • The item you return performs the same function as the one you purchased from Next
  • The item you return does not pose a Health & Safety risk to Next staff
  • You are a householder, this service does not apply to business customers
  • The store is open: returns can only be made during trading hours
  • Waste Electrical and Electronic Equipment (WEEE) is taken back free of charge on a one-for-one, like-for-like basis. Waste batteries including rechargeable batteries are taken back free of charge. You are not obliged to make any purchase when returning old batteries. Each local authority must also accept household WEEE and small batteries free of charge at its recycling facilities. All WEEE and waste batteries must be recycled and should not be placed in any of your household wheelie bins. Make sure you always recycle all your old electrical goods and batteries.

    Environmental Management Cost (vEMC)

    The price of electrical and electronic items includes a contribution to ensure that waste electrical and electronic equipment is collected and recycled in a responsible manner.

    If you have any queries regarding this, please contact Next Customer Service


    Next Retail Ltd is registered with the WEEE Register Society Limited (IE00376WB) and WEEE Ireland (NEX100) supporting collective takeback and recycling of WEEE & Batteries. https://www.nextdirect.com/help/en/ie/Section.aspx?ItemId=30562

    Battery Recycling

    The Waste Management Batteries and Accumulators Regulations have been designed to prevent/reduce the amount of waste batteries going into landfill by promoting their reuse, recycling and recovery.

    Batteries covered by the regulations will have a crossed out wheelie bin symbol on either the battery and/or its packaging.

    The different types of portable batteries and accumulators supplied within electrical and electronic products sold by NEXT are button cells, cylinder cells and rechargeable batteries e.g. found in a watch or toy.

    You may return old, used batteries to any Next Store within the Republic of Ireland free of charge providing:

  • The battery is a similar type to that sold by NEXT e.g. button cells (all types), cylinder cells (all types e.g. AA, AAA, C, D) and rechargeable batteries (all types)
  • No more than 5kg of batteries per person is returned at any one time
  • The batteries you return do not pose a Health & Safety risk to NEXT staff e.g. leaking
  • You are a householder; this service does not apply to business customers
  • The store is open: returns can only be made during trading hours
  • Waste Electrical and Electronic Equipment (WEEE) is taken back free of charge on a one-for-one, like-for-like basis. Waste batteries including rechargeable batteries are taken back free of charge. You are not obliged to make any purchase when returning old batteries.

    Each local authority must also accept household WEEE and small batteries free of charge at its recycling facilities.

    All WEEE and waste batteries must be recycled and should not be placed in any of your household wheelie bins. Make sure you always recycle all your old electrical goods and batteries.

    Where possible, end of life batteries should be safely removed from electrical or electronic products before being recycled. See Instruction Manual of product for information on safe battery removal.

    If this is not possible, the product can be recycled with the battery incorporated at your local WEEE take back site.

    If you have any queries regarding this, please contact us on Next Customer Services,

    Next Retail Ltd is registered with the WEEE Register Society Limited (IE00376WB) and WEEE Ireland (NEX100) supporting collective takeback and recycling of WEEE & Batteries.

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