- What are my delivery options?

• Free on orders over £75, £3.99 on orders below £75
• All orders are shipped using Royal Mail Tracked
• Delivery 2-4 working days from order placement

- When will my order be dispatched?

• We aim to process all orders within 1 working day. Orders are processed Monday through Friday, with a cut off time of 3pm.
• Orders placed after 3pm on Friday will be processed on the next working day, Monday.

- Can I track my order?

• Once your order has been dispatched, you will receive and automated email to confirm this. If you do not receive this email, please check your junk folder as some email providers may filter this out.
• You will then receive SMS and email tracking updates from Royal Mail.
• We do not accept liability for any delivery instructions issued to the delivery company by the customer. If you leave instructions requesting a parcel to be left in a different location (e.g. shed, garage, with a neighbour) we cannot accept responsibility, if you fail to receive your parcel.

Our website shows live stock levels across all our stores. In exceptional instances, we may be unable to fulfil your order due to fast moving stock.  If this is the case, we will call or email you to discuss any alternatives we think may be suitable or issue an immediate refund.

RETURNS

Items can be returned for a refund within 14 days of delivery.

- How do I return my order?

• To return your order to us, please return to the address below.
• We recommend that you return items with an insured registered delivery and keep the receipt. We cannot accept liability for goods lost or damaged in transit.
• All returns must include a completed returns form, that clearly states the customers’ order number. As without it, we may not be able to process your refund.
• Our returns form can be found inside your parcel along with your packing note. A copy of our returns form can also be found attached to your dispatch email.
• Package your item up, using the original packaging and attach your returns label to the front of your parcel and take it to the post office. Make sure that you keep your proof of postage receipt.
• Please DO NOT affix any labels to products or packaging as this will cause damage to the products/ packaging and we may not be able to refund your order.

- How long will my return take to be processed?

• We aim to process all returns within 7 working days from the date of delivery to us.
• If your return has not been processed within this time, please contact us with your order number and return tracking number and we will investigate this as a matter of urgency. 

- What is your return address?

Our returns address is;

Nicholls Online,

Returns Department

19 High Street,

Crickhowell,

NP8 1BD,

Powys

Please note that we can only offer a refund if the goods are in perfect condition, unwashed and all have all tags intact and attached. Nicholls reserves the right to refuse refunds if the goods are not deemed to be in perfect condition, have been worn or any packaging has been damaged.

If the refund period has expired, please call us on 01873 810571 to discuss whether we are able to offer an exchange redeemable against any of our online items.

 **Please note we do not accept returns on unwanted earrings, face coverings, underwear and swimming costumes (bikinis, swimming shorts etc) or cosmetics and toiletries purchased online or received as a free gift with purchase, unless they are faulty, in which case the normal returns procedures apply.

SHORTAGES

Please note all shortages or delivery errors must be notified to us within 48hours of delivery. Failure to notify us within this time frame may result in Nicholls or our delivery partners being unable to rectify the problem.

MISSING DELIVERIES

Please notify us if your order has not arrived within 5 working days of placing your order. Failure to notify us within this time frame may result in Nicholls or our delivery partners being unable to rectify the problem.

FAULTY GOODS

Should you find that your item is faulty/damaged, you will have 14 days (including working days and weekends) to return the item for either an exchange or full refund.  Please contact us to discuss the issue with us and we will issue you with a pre-paid returns label. Please notify us if your order has not arrived within 5 working days of placing your order. Failure to notify us within this time frame may result in Nicholls or our delivery partners being unable to rectify the problem.

FREE GIFTS

During promotions you may have received a free gift(s) with your purchase.  You may wish to return an item that you bought at the time of receiving the free gift.  If the return of this item would take the value of the sale to below the threshold for the free gift, you must also return the free gift before your refund can be processed.

GET IN TOUCH

If you have any queries regarding our returns or exchange process, please do get in touch with us.  You may do so, either by emailing us at nichollsonline@wmnicholls.co.uk or by calling 01873 810571

None of the above terms affect your statutory rights when goods are faulty or incorrectly supplied, nor does it affect your rights under the Consumer Protection (Distance Selling) Regulations.