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How can we help?

How can I apply for NextPay, the Next credit account?

It’s really simple to sign up to NextPay online, just click here for more information.

All applicants must be over 18 and a UK resident. Applications can be accepted to a British Forces Post Office (BFPO) address.


Can I apply for a NextPay Account without getting a Directory?

Yes, you can opt not to receive a Directory when you register your nextpay account online.

You can opt not to receive a Directory when you register your account online.

If you wish to cancel further copies of the Directory you can call our free book cancellation line on 0800 10 789 78 at any time. You will need to have your self-serve pin number available and this can be found on your monthly paper statement, the reverse of your Directory card or at the top of a despatch note.

Alternatively, if you do not have your self-serve pin number available or you wish to cancel the chargeable directory only, please call us on 0333 777 8000*. Lines are open 24 hours a day, 7 days a week.

*For call charges contact your service provider


NextPay Information

A nextpay account allows you to spread the cost of purchases (subject to status and approval 23.9% APR variable representative). To hold a nextpay account you must be 18 or over and a UK resident.

The Terms and Conditions governing your use of a nextpay account will be set out in the credit agreement, which will be made available for you to sign online during the application and a copy sent to you in the post.

Next reserves the right to alter or amend credit charges, to withdraw credit, to accept or reject orders, to refuse applications, or with two months prior notice to close an account.

To prevent identity fraud you may be required to confirm your identity when placing an order on your nextpay account.


Signing In

You can log into your account by signing in with your email address or customer number and password. Click on sign in with customer number and date of birth, if you’d like to place an order.

You can log into your account by signing in with your email address or customer number and password.

  1. Please enter the email address registered on your account or your customer number (as printed on your delivery note or statement).
  2. Enter the password that was created when registering your details
  3. Click 'Sign In Now'.

Click on sign in with customer number and date of birth, if you’d like to place an order.

  1. Please enter your customer number as printed on your delivery note or statement.
  2. Enter your date of birth
  3. Click 'Sign In Now

Change your Password

If you wish to change your password you can do this online by signing into ‘My Account’. Once you have logged in please click on ‘Sign In Details’ on the left hand side of the screen.

If you wish to change your password you can do this online by signing into 'My Account'
Once you have logged in please click on ‘Sign In Details’ on the left hand side of the screen. You’ll first be asked to enter your current password, and then you can enter and confirm your new password.


Forgotten Password

If you do not know your current password you will need to reset it from the 'My Account' screen. Please click on 'Forgotten Password.' You can view your ‘password hint’ and reset your password if you are unable to remember it.


You will then receive an email containing a temporary password. With this password you’ll be able log in to 'My Account' and change your password by clicking on ‘Sign in details’ on the left hand side of the page.


What is interest charge?

Our interest charge is 23.9% APR (variable). If you do not pay your full balance in any month by the date set out in your statement (or such later date as we may allow) we will charge you interest on:

  1. Items added to your account
  2. On the following items as follows:

    I. on the purchases from Next Directory, other than as set out in II to VI below, and on any standard or evening delivery charges shown on your statement: for deliveries to residential addresses, from the day after we expect you to receive the items and for deliveries to store, from the day after you collect the item or from the day after we expect your item to be available for collection, whichever is sooner; and


    II. on purchases from Next Holdings Limited subsidiary stores using your Next Directory Card or otherwise as we may allow and purchases of gift vouchers, gift cards, warranties or general insurance products on your account, from the date of purchase; and


    III. for your copy of the Next Directory, any supplemental brochures, subscription delivery charges and any investigations charges from the statement date following the date on which the Next Directory, supplemental brochure, subscription delivery charge or investigations charge is added to your account; and


    IV. on any delivery charges not covered in I or III above and on collection, installation and removal charges, from the day after your goods were sent to you or collected from you, or 14 days after the date of your order, whichever is sooner; and


    V. on any deposit from the date it appears on your statement and on the balance, other than where the balance is paid using your Next Directory Card, from the day after delivery to you; and


    VI. on brown and white goods (including washing machines, tumble dryers, combined washers and dryers, fridges, freezers and ovens) from the day after we deliver the goods or 14 days after the date of your order, whichever is sooner, until the date of your statement unless you return the items or the charges are otherwise removed from your account in line with our returns policy by the time the next statement is generated.


    Any item listed above and shown on your statement that has not been returned or otherwise removed from your account during that statement period will also form part of the outstanding balance at the end of the statement period.


  3. Your Outstanding Balance
  4. Other than where a return or adjustment is treated as a payment, any part payment made by you in a statement period will not reduce the amount of interest that you have to pay for that statement period but it will be taken into account when calculating the interest payable for the next statement period.
    Interest will be added to your account when a statement is produced. We may vary the interest rate or other charges at any time by giving you notice in accordance with clause 14 of the additional terms and conditions to this Agreement.


Change Details

A4.1. How can I change my name?

If you’ve recently changed your name, please send your new details to Next by email (Click here to e-mail us), call us on 0333 777 8788 or you can write to us at Next, Gedding Road, Leicester, LE5 5DW with the following information:

  • Customer Number
  • Date of Birth
  • Full Address
  • Name that is currently on the account
  • New Name
  • Date change is in effect from

Please note that we are unable to accept notification of a change of name from a third party due to the data protection act.

You will also need to confirm the reason of the name change. If it’s a change of name by Deed Poll, we require a copy of the Deed Poll certificate to be sent to us.


How Can I Change my Contact Details

Contact Numbers

So we’re able to keep you updated with all the latest information about your account, please update your contact numbers. Simply click here

  • log into 'My Account' using your email address and password
  • select ‘Change Details’ from the Menu on the left hand side
  • Then select ‘Contact Details’.

Once you’ve updated your details, click on ‘Save Changes’ on the right hand side to save them to your account.

Email Address

To register or change your email address, log into 'My Account' using your email address and password, select ‘Change Details’ from the Menu on the left hand side and then select ‘Sign in Details’. Once you’ve updated your email address, click on ‘Update’ on the right hand side to save the changes. Alternatively please call us on 0333 777 8000*, our lines are open 8am to 11pm 7 days a week. *For call charges contact your service provider.

How can I change my delivery address?

Simply update your delivery address by logging into 'My Account' and selecting the ‘Delivery Address' option on the left hand side. From this page, you can add up to 5 addresses on to your account.

How can I add a new delivery address?

Additional delivery addresses can be added to your Account either during checkout or by logging into ‘My Account' and selecting the ‘Delivery Address' option. You must sign into your Next Account with your password to use this feature. (Unfortunately we are unable to deliver to workplace addresses).


After the new address details have been entered we will ask you to authenticate the new address against your billing address by entering your credit card details (the credit card must be registered to your billing address). We will not take any payment from the card and the information will not be stored by us, it is simply used as a security check.


Once you have completed this step you can start delivering items to an alternative address. To enable us to deliver to a different address to your ‘Account Address' on some occasions we may require you to pay by credit card for your order when you checkout. The credit card must be registered to the Account Address.


Gift Cards or eVouchers cannot be used for goods purchased and delivered to an alternative delivery address for security reasons. In the instance that part of the order is delivered to a store and part is delivered to a new address, the order may still need to be paid for in full by credit card.


At the checkout, we'll ask you to verify your new delivery address by entering your credit/debit card details. The card must be registered to your billing address and only 1p will be authorised from your card (it will be held for up to 5 days and then released back to you.). Once you’ve completed this step, you're ready to place orders to this address whenever you want.

Account closure

You can close your account at any time by writing to us (including your name, address and Next Account number) at – Next Customer Services, Gedding Road, Leicester, LE5 5DW.

If you close your Next Account you will have to pay any outstanding balance on your Next Account immediately. If you do not use your Next Account for 2 years or more we may make searches about you at credit reference agencies before allowing further orders or we may close your account automatically.

Alternatively, please call us on, 0333 777 8000* or e-mail using the Contact Form

*For call charges contact your service provider.

What Is Right To Be Forgotten?

Right to be forgotten is a right under the General Data Protection Regulation (GDPR), which enables an individual to request the deletion or removal of their personal information, where there is no reason to keep processing it.

If you exercise your right to be forgotten, you will be required to provide your personal information again, should you wish to open an account.

Should you wish to continue shopping with us and would just like to stop receiving marketing communication, you can leave your account open and simply amend your contact preferences by:

  1. Signing into My Account with your password
  2. Selecting Change Details
  3. Selecting Contact Details

You can manage many of your account preferences when signed into your account on the Next website.

Should you wish to stop receiving books, you can do this by getting in touch with our Customer Service team on 0333 777 8000* who will be able to assist you further.

Our Customer Service team can also assist you should you wish to close your account.

*For call charges please contact your service provider

How Do I Apply To Be Forgotten?

The right to be forgotten cannot apply where there is a reason why we would need to continue to retain or process your personal information; however, if you meet the following criteria we will remove your personally identifiable information from our operational databases:

  1. Payments for any outstanding balances and/or orders should be made and cleared
  2. There must be no orders waiting to be or in the process of being dispatched

Please be aware that if we forget you, this will not remove any credit searches or updates which may have been made to your credit file, as these are maintained by third party credit reference agencies; however, we will inform the credit reference agencies the account has been closed.

If you would still like to be forgotten, we just need you to complete the request form, which you can print now by clicking here or by getting in touch with our Customer Service team on 0333 777 8000* who can send the form to you. Once we receive your request, we will assess whether we are able to forget you fully or remove your personal information from our operational databases.

Clearing any outstanding balances can be done at any time; we do not require a request to be forgotten first; however, it may take longer to forget you if we are waiting for any payments to be received. Your account will also be closed as part of the right to be forgotten process.

You can send your request by post to:

You can post this form to us at:

Next Retail Ltd

Gedding Road

Leicester

LE5 5DW

Or you can email the form to:

RTBF@next.co.uk

Once we’ve received the completed form, we will contact you within 30 days to let you know the outcome of our assessment and confirm what action we will take next.

*For call charges please contact your service provider

How Will You Remove My Personal Information?

The process for removing your personal information will be to remove it from our operational databases and place one copy in a secure location. Access to your personal information is controlled and limited to our Data Protection Officer, which can be held for a maximum of 6 years after the account was closed, after which time it will be permanently deleted from all of our records.

Placing your personal information in a secure location will prevent us being able to recognise who you are and stop us using or processing your personal information in the future; however, we will still be able to contact you in the event there is a legal requirement to do so e.g. an item you have ordered from us has been recalled due to health and safety concerns or you wish to contact us with a query or complaint.

Before we can put your personal information into a secure location, all outstanding balances must be cleared, all orders must have been fulfilled and, if you have an account, the account closed.

Clearing any outstanding balances and closing your account can be done at any time; we do not require your request to be forgotten first; however, it may take longer to forget you if we are waiting for any payments to be received or your account to be closed.

How Long Will It Take?

Once we’ve received your written request, we will contact you within 30 days to confirm we have received your request and begin the process; however, we will aim to get back to you much quicker than this.

In the confirmation you are sent, we will let you know how long we anticipate it will take to deal with your request.

Before we can put your personal information into a secure location, all outstanding balances must be cleared, all orders must have been fulfilled and, if you have an account, the account closed.

Clearing any outstanding balances and closing your account can be done at any time; we do not require your request to be forgotten first; however, it may take longer to forget you if we are waiting for any payments to be received before closing the account.

Online Shopping:

To be able to shop online, you are required to register. This can either be a nextpay account or alternatively you can make a credit/debit card payment during checkout.


Home Page - You can get back to our home page when browsing by clicking on the Next logo at the top of the page.


Navigation - You can navigate to main sections of the site by using the navigation bar at the top of each page. This includes access to Quickshop, search, help, your shopping bag, your account information and all of your favourite shopping departments within Next.


View A Product - Simply click on any picture to see an enlarged view and other details including a description, sizes and colours. Then simply select a size, at which point we will let you know if the item is sold out then click "Add to Bag" to buy the item.


Search - You can search our site by item description, item number or a keyword.


Quickshop - If you have already chosen your products, just enter your item numbers i.e. 234-567 and size into Quickshop.

How do I pay for my order?

New Customers - You may be asked to pay for your first order by credit/debit card, so that we can verify your identity. The card provided must be registered to the account holder at the same address the account is held at.
For subsequent orders, you can then choose to add the order to your account or continue to pay in full.


nextpay customers - Your orders will be added to your account and a statement will be sent every month advising you of all transactions on your account and the minimum payment required. You can then choose to spread the cost by paying the minimum amount or settling the account in full.


Order with credit or debit card - You will be asked to pay the balance of the order with a Credit/Debit Card. The card provided must be registered to the Account holder at the Account holder's address.


Using Gift Cards/eVouchers - You can choose to pay for your order online with Next Gift Cards or eVouchers. This facility allows you to use multiple Gift Cards/eVouchers to the value of your order placed.

You can also choose to pay part of your order value with a Gift Card/eVoucher and add the remaining order value to your account. If you pay by credit/debit card, you can pay for your order using a Gift Card, eVoucher or credit/debit card or a mixture of all three.


Order with PayPal - You will be asked to pay the full balance of the order by PayPal. If there are any queries you will need to contact PayPal for further assistance.

How do I place an order online to be delivered to store?

Orders placed before Midnight can now be delivered to most of our 500 selected Next Stores the following day and the delivery charge will be free. If you are eligible for store delivery, the option to select store delivery will appear below the "Delivery Details" header.


If your nearest store is not listed, they currently do not accept any orders to be delivered to the store. But as we are always adding new stores regularly, please keep checking online.


New nextpay customer will have the option of having your first order delivered to the store. As this will be your first order, we will require a full credit/debit card payment for security reasons so that we can verify your identity.


If you are a credit/debit card customer, a full card payment will be required.


Once an order has been confirmed to be delivered to the store, you will receive an e-mail confirmation. If we have a mobile telephone number registered to your account, we will send a text message to confirm that the parcel(s) are in store ready for collection.


If you register an e-mail address to your account you will also receive an e-mail when your parcel(s) are ready to collect.


Parcels will be available for collection in most stores on the stated delivery day after 12 noon. The next day delivery to store service applies to orders placed before midnight on any day. Delivery times cannot be guaranteed. It is available in most stores and is subject to stock availability and demand.


Please take some form of personal identification when collecting your order from the store, for example:

  • Personal identification such as a driving licence or utility bill
  • Information showing your account details such as your directory card, statements or a delivery note.

Orders delivered to stores that are not collected within 10 days of the collection date will be returned to the warehouse and a refund processed.

Has my order gone through?

If you have placed your order online you will receive an automated ‘order confirmation’ e-mail. This will detail all of the items that you have ordered and the expected delivery dates. However, you will only receive this e-mail if you have a valid e-mail address registered to your account.


If you have not received this e-mail please check to ensure that the e-mail has not been filtered into your ‘junk’ folder.


Please also check that the correct e-mail address is registered to your account. You can do this by going back to the Next homepage and clicking on “My Account”. The link can be found at the top of the screen.


Once you have logged in please click “Sign in Details”. There you can check that you have the correct e-mail address registered to your account and update as necessary.


Once signed into ‘My Account’ you are also able to see if your order has been placed by selecting ‘Order Tracking’ which can be found on the left hand side of the screen. However please note that you may need to allow 24 hours for the website to be updated with your order details.


If you have not received an e-mail order confirmation within 45 minutes and your order is not available to view in the ‘Order Tracking’ section, then it is likely that the order has been unsuccessful. You can resubmit your order online or via our order line, which is open 24 hours a day, 7 days a week on 0333 777 8000*.


*For call charges contact your service provider.

How do I change my order?

Can I change or cancel my order?

If you’re really quick giving us a call on 0333 777 8000*, we might be able to cancel your order, but sorry, we can’t change your order.

If it’s an item that’s not going to be sent out straight away, then you can cancel these online by going onto “My Account”. View any items on delay by clicking on “Order Tracking” and select “Reserved Items” then click the cancel button next to the item you wish to cancel, or you can call us on 0333 777 8000.*

If you receive items that you no longer want, please return them in the normal way. Full details on how to return an order are also shown on your despatch note or by visiting our returns information page.

*For call charges contact your service provider.


How do I exchange an item?

In order to exchange an item, you will need to return the unw anted item back to Next and re-order.

If the item is returned into a Next store, you will be refunded for the item within 2 working days. If an item is returned by Courier or by Post, the item will be credited within 14 days.

You can reorder the item or the different size that you require online or by calling us on 0333 777 8000*.

Please note that some items are non-refundable (unless faulty) and these are listed below:

  • Made to order items, food & alcohol gifts, and flowers.
  • For hygiene reasons, all cosmetics and grooming products, certain jewellery, (for example pierced earrings), mattresses, mattress toppers, divans, duvets and pillows.
  • Self-assembly furniture cannot be returned if assembly is part or fully completed.
  • Any product with a security seal, (such as CDs, DVDs and other technology products), cannot be refunded or exchanged if the seal is broken.
  • Gift Cards and Vouchers cannot be returned, or exchanged for cash.

*For call charges contact your service provider.


Cancelling your order

Under Consumer Regulations you have the right to cancel your order as long as you do so no later than 14 days after the day on which you receive the goods or service.


Please be aware that your right to cancel does not apply to certain goods that we sell, please see our terms and conditions for further information.

You must inform us of your wish to cancel within 14 days following the date of receipt and must take reasonable care of the products and not use them.


You can inform us by contacting us by email, by writing to us at Next Directory, Gedding Road, Leicester, LE5 5DU, by calling us on 0333 777 8000*, or you may use the cancellation form here , but it is not obligatory.

You should return products to us in their original packaging, as soon as possible after informing us of your wish to cancel.

*For call charges contact your service provider.

B3. Corporate Orders

Do you accept corporate orders from businesses and companies?

Corporate orders can be placed for values of £2000 and above.

You’ll find all the information and details you need to help answer your query by visit the following link: http://www.next.co.uk/b2b

International Orders

You can shop with us through our International website, http://www.nextdirect.com/

If the country you're moving to isn't listed on our International website don't worry, we're adding new countries all the time, so please keep checking.

B5. Offers and Incentives

Join us online for £10 off

Discover style you’ll adore and service you’ll love with £10 off your first order!


Where does the pin number need to be entered on the website?

If you are a new customer who has not placed an order with us before, when placing your first order, click on the ‘Go to Checkout’ button. Select 'Register'. on the right hand side – New to Next. Once you have entered your personal details, you will be asked if you have an incentive PIN number and should enter your unique 10 digit pin here. Thereafter, place the order by adding items to the bag and proceed to the checkout.


When will the discount be applied to my account?

The discount will be applied once the registration has been completed and your first order has been placed. Nextpay account customers will see the discount on their first statement. If you have paid for your goods at the time of ordering, the discount will be applied immediately and the remaining amount will be taken from your credit or debit card.


Why have I not been given my discount?

The First Time Surfer offer is for new customers who are using our website for the first time only.


Where can I get a pin?

The unique pins can only be obtained via receiving a leaflet in store.

The discount will be applied as long as you have spent a minimum of £15 (excluding £3.99 delivery charge or £3.75 directory). Please check the value of your order to ensure it meets the requirement as amendments cannot be made once the order has been submitted.

Please note that one incentive can only be used per customer, and a maximum of two incentives can be used per household.

All customers will be subject to a credit search and credit applications are subject to status. Please click here to view full terms and conditions.

If you have any further queries, please call us on 0333 777 8000.*

*For call charges contact your service provider.


B5.4. How do I use my free delivery pin?

In order to take advantage of your free delivery PIN simply click on http://www.next.co.uk/freeshipping/ and enter your exclusive 10 digit PIN.

  • The incentive offer is valid for one order only.
  • The PIN can be used once online only.
  • The incentive is only valid on orders of £4.00 or more (excluding delivery).
  • If the order is returned, the £3.99 return fee is not refundable.
  • The offer is not for re-sale and cannot be exchanged for cash. No change or refund will be given.
  • Next cannot accept responsibility for your online voucher code if it’s lost.
  • Offer is open to UK residents over 18 years old only.

Next reserves the right to amend these terms and conditions. Your statutory rights are not affected. Free delivery PINS remain the property of Next Directory, are non-transferable and may not be reproduced in any form or used in conjunction with any other offer.

Free delivery is NOT applicable to Flowers, Wine, Next Prescription Glasses, Gift List, Personalised Picture Gifts, Photo Art, Gift Cards, selected Home items (white goods) or delivery to alternative addresses.


B6.1. What is my available credit?

If you have opted to add to account during checkout, you will be allocated credit, this is the amount that you have available to spend on your account.


The credit limit on your account is reviewed on a regular basis and is therefore subject to change, please log into “My Account” where you will find your most up to date available credit.


If the order total exceeds the available credit on your account, we may require you to pay the excess amount by credit or debit card or alternatively by making a payment by Gift card, eVoucher.


If you have any questions or would like to discuss your credit limit in more detail please contact our Credit Team on 0333 777 4511* 8am to 11pm, 7 days a week.


*For call charges contact your service provider.


B6.2. What happens if my order value is greater than my available credit?

Should your order exceed your available credit, you will be prompted online to pay the excess amount for your order to be processed*. You can pay using a credit/debit card, Gift Card or eVoucher.


You will have the choice of paying the amount over your credit limit or you can make payment for the full order. If the whole order exceeds your credit then you will need to pay the full amount.


If the items in your order are to be reserved and once dispatched would take you over your credit limit, our Credit team will contact you.


*This applies to next.co.uk only and excludes Photos, Art and photo Gifts, Art 2 Order, Bathroom Suites, Domestic appliances, Flowers, Gift cards, Gift Experiences, House Signs, Made 2 Order, Magazines, Flooring and Carpets.

Delivery Service

https://www.next.co.uk/delivery-service-local-store

Method of Delivery


Courier Delivery

Your order will be delivered by next day Courier delivery service. This service is only available in our courier areas and is subject to stock availability. Where the personal courier service is not available, Next will deliver by an alternative carrier and this may take longer. Larger items such as furniture and more valuable items are excluded from the personal courier service. This excludes Sunday and Bank Holiday deliveries, and delivery times cannot be guaranteed. Oder returns made by the courier will incur a £3.99 charge.


Collect from store

We will let you know at the time of ordering when to collect your parcel. If you are a new nextpay customer, you will have the option of having your first order delivered to the store. As it would be your first order, we will require full card payment for security reasons so that we can verify your identity. Next day delivery to store is free. Parcels will be available for collection in most stores on the stated delivery day after 12 noon.

Will all my items be delivered together?

In most cases your whole order will be delivered at the same time. The following exceptions apply:


Delayed Items

Delayed items will be dispatched as soon as stock becomes available. You can track the progress of your order by clicking on my account and selecting ‘Order Tracking’ on the left side, under “Account Options”.


If your order has been dispatched into our courier network we’ll send you an email allowing you to track your delivery. The email will detail how many parcels have been despatched, and you’ll be able to track each parcel on the Hermes website.

Can I change the delivery address?

Simply update your delivery address by logging into 'My Account' and selecting the ‘Delivery Address' option on the left hand side. From this page, you can add up to 5 addresses on to your account.


Please note that we are unable to change the delivery address once the order has been placed.


Delivery to an Alternative/ Work Address?

Next has now made shopping for friends and family even easier with the “Send to a Friend” delivery service. Your Next items can now be delivered to your own billing address, as well as up to five other addresses.


To add a new address to your account we'll firstly ask you give it a name, for example, Sister’s House. This is purely to help you recognise it easily next time.


We will then ask you to enter then name of the person the order is being sent to, followed by their house number and postcode.


If delivering to an alternative address, you may be required to pay in part or full by credit or debit card for your purchase and the card must be registered to your Next Account address. Alternative addresses will expire after 13 months if not used. Applies to residential addresses only.


Gift Cards or eVouchers cannot be used for goods purchased and delivered to an alternative delivery address for security reasons.


Adding a new address during Checkout

You can also add a new address to your account when you’re checking out (as long as you used your password to sign in). Just look for the “add new address” link on the “Delivery Details” page.


If you're adding your order to your nextpay account you'll be asked to follow the same procedure outlined above. Just to let you know, we sometimes require payment in full by debit or credit card* and the payment card must be registered to the account holder’s address.


*Customers must hold a valid debit/credit card, registered to their billing address to be eligible.


Can I have my order delivered to my work address?

We now deliver to most work addresses registered within the UK. If you would like your parcels to be delivered to your place of work, please ensure that the order can be left with you, at a reception or in a mail room.


If the couriers are not able to deliver your parcels to the work address, the order will be returned back to us so the items can be credited back onto your account.

Do you deliver overseas?

You are not able to order from the UK website for an overseas delivery, but please visit our International website at www.nextdirect.com to view the list of countries that we currently deliver to. Please note that you will only be able to order from the International website if you are residing in that country.

When will I receive delayed items?

ITEMS ORDERED FOR DELIVERY TO HOME

When your item becomes available for despatch, we will e-mail you so you can track your order.


ITEMS ORDERED FOR DELIVERY TO STORE

We will e-mail or text you to let you know the date your order is ready for collection from your chosen store.

Do I have to pay a delivery charge for each item?

You only pay a £3.99 delivery charge for each order, regardless of how many items you order with the exception of Fresh Flowers and selected Home items. For further details please refer to our terms and conditions.

If part of my order is on delay, do I have to pay extra delivery charge when it is sent to me?

No, as the item was part of the original order, you will not be charged any extra delivery charge.

I have received an incorrect item

We’re very sorry you have an item that isn’t what you ordered.

Please call us on 0333 777 8000* so we can put things right for you.

*For call charges contact your service provider.

Home delivery

Do you deliver to my address?

We deliver to most UK postcodes next day for just £3.99 and these areas are covered by our personal courier service. For other postcodes, we’ll despatch by another carrier and this may take a little longer.


Do I have to be there to sign for delivery?

Sometimes you’ll be required to provide a signature when we deliver your order. The signature doesn’t need to be from the account holder, just the person accepting the parcel.


What if I'm not in when my order is delivered?

If you’re not in when we try to deliver your goods, and we’re not able to leave them in a safe secure place, we’ll leave a card notifying you of the time we attempted delivery.

Store delivery

Free Next Day Store Delivery


Store Delivery

Orders placed before Midnight can now be delivered to most of our 500 selected Next Stores the following day with free delivery. Delivery times cannot be guaranteed and are subject to stock availability and demand.


Find your Nearest Store

To find your nearest store, please visit the following link: http://www.next.co.uk/stores/

You can also find your nearest store during checkout. Simply click on store option on the Delivery Options page.


The "store information" will display your closest Next stores, based on your account address. If this store isn’t suitable, or you’d like your order to be sent to a different store, type the town, city or postcode of the store in the Search field, and then click on "Search" to see the list of possible stores.


When you select a store, you’ll be given the date and time it will first be available to collect.


Order Confirmation

If we have a mobile telephone number registered on your account, we’ll send a text message to confirm the parcel(s) are in store ready for collection. If you’ve registered an e-mail address on your account, we’ll send an e-mail too.


Items will be available to collect in most stores the next day from 12 Midday for orders placed by Midnight Sunday to Friday, and from 2pm for orders placed by Midnight on a Saturday.


Please take some personal identification when collecting your order from the store.

  • This can be a driving licence, utility bill, credit or debit card.
  • Information showing your account details such as your Next Store card, Next Directory statement, a despatch note, or the letter which accompanied your Directory.

Your order will be available for collection for 10 days from delivery to the store. If the order isn’t collected we’ll return the parcel/s to our warehouse where the return/refund will take place. For further details please see our Terms and Conditions.


Exclusions

Stores will not take orders for collection during our busy Sale period. Specific delivery details will be confirmed when you place your order.


Additionally, some stores aren’t able to accept orders for collection due to:

  • Space or storage restrictions at the store.
  • The store is closing for refurbishment.
  • Moncler, Versace, Dolce & Gabbana and Monnalisa products ordered from the little label site

Tracking your delivery

Track my delivery

You can track your delivery by clicking on 'My Account' and selecting “Order Tracking” on the left hand side under “Account Options”.

The order date, item description, item number and delivery status are displayed. The postcode of the delivery address or the store address is also showing. The line separating the order placed on 25th February indicates items will be despatched in a separate parcel.


You can check whether your items will be delivered to a Next store (the arrow denotes express delivery) or to a residential address (denoted by a house icon). Any items on a delay at the time the order was placed are shown as reserved items and the expected delivery date is also displayed.


If your order has been despatched into our courier network we will send you an email to enable you to track your delivery.


The email will detail how many parcels have despatched. You will be able to track each parcel on the Hermes (our carriers) website.


The tracking points are as follows:

Order Generated The time your order reached our warehouse system.
Receipt at Depot The time your parcel was received at the regional Hermes Depot.
Processed at Depot The time your parcel was allocated to your courier.
Out for Delivery The time the delivery vehicle left the depot to deliver the parcel to the courier.
Courier Received The time your courier received your parcel.
Signature from Customer The time the parcel was signed for.
Delivered to ... The place where the parcel was delivered to.
Courier to Re-attempt The courier was not able to deliver and will try again.
Delivered to Secure Location The time the delivery was made to a secure location.

Please note that not all tracking points will show for all deliveries.


You don’t need a tracking number as your tracking information will show automatically at the bottom of the screen.


If your order doesn’t arrive on your stated day, and you haven’t had any communication from Next to advise of a delay, please call us on 0333 777 8000*.


To ensure you don’t miss out on any updates, please check your contact details are correct, you can do this here (you’ll just need to sign in to your account first).


*For call charges contact your service provider.

BFPO Deliveries

BFPO Customers

Shop with Next through the BFPO and enjoy all the benefits of the nextpay with direct delivery to your door for just £3.99 anywhere within BFPO


Do you deliver to BFPO addresses?

Yes, deliveries can be made to a British Forces Post Office (BFPO) address.


New BFPO Customers

If you are a new customer select register your details Once you have entered 'your details' you will be asked to enter your delivery address, at this point you will need to select BFPO customer and enter your address details.


Existing BFPO Customers

If you are an existing customer you will be able to sign in using your customer number and date of birth or email address and password at the 'Sign in To Next Page.'

nextunlimited

Nextunlimited Information


What is nextunlimited?

nextunlimited is our annual delivery pass, https://www.little-label.co.uk/unlimited

How much does nextunlimited cost?

£20 for the year.


How often can I order?

You can order as often as you like for the duration of your subscription.


What can I order using my nextunlimited delivery pass?

You can order most items – even the big stuff (which usually costs £8!) Exclusions can be found here


What sort of savings will I see?

If you order once a month for 12 months, your annual saving on delivery would be nearly £30. (£3.99x12 less the cost of nextunlimited)


Is there a minimum order value?

No, there is no minimum spend.


Do you charge for returns?

nextunlimited customers receive free returns on all fashion items. A collection charge will apply for large/bulky items collected from your home.


I would like to cancel my subscription, how do I do this?

If you don’t use this service within the first 14 days, you can cancel it and we will refund the amount charged. If you wish to cancel this subscription during this time, please login to your account at next.co.uk and click on the nextunlimited section of ‘my account’.

How do I return an item?

Please return any unwanted item(s) within 14 days from the day after you receive them*. Returns can be made by the following methods:


To Store


This service is available in most Next stores except our airport stores and is free of charge.


Please take your returns together with your delivery note to any of our retail or clearance stores in the UK, or to a Hermes ParcelShop. You can find your nearest store on our store search page.


Please note that large bulky items can’t be returned to a store, and stores can’t exchange items.


Returns to a store are free and will be refunded to your account or card within 2 days. We’re sorry we cannot accept returns through our airport stores. Large bulky items can’t be returned to a store and stores can’t exchange items.


By Courier


Please visit “My Account” to arrange a courier collection or call our Selfserve facility on 0800 587 7758. You can also arrange a collection by calling us on 0333 777 8000** or use this number to arrange a collection from a different address.


If nextpay customers return their whole order and any one of the items is returned by courier, there is a collection charge of £3.99 (your £3.99 delivery charge will be refunded).


If you pay for your orders by debit/credit card or PayPal there is a courier collection charge of £3.99. This will be deducted from the refund amount.


Please allow 14 day for your returns to be inspected and credited to your account/card.


What happens if I'm out when the courier calls?

If you’re not in when the courier calls to collect your goods, they’ll leave a card to let you know. The Courier will also provide contact details so you can re-arrange collection.


What do I do if my return has not been collected?

If your goods haven’t been collected, and our courier hasn’t left a calling card to let you know they attempted collection, please call us on 0333 777 8000** 24 hours 7 days a week.


Can I arrange a return from an alternative address?

Yes. Please call 0333 777 8000** 24 hours 7 days a week.


By Post


To return by post please use our selfserve facility on 0800 5877758** or call us on 0333 777 4574** to request a returns label, then take your parcel to your nearest Post Office. Please allow 14 days for your returns to be inspected and your account/card to be credited.


What should I do if I have lost my despatch/returns note?


Please call our selfserve line on 0333 777 4574** and have your selfserve pin ready and we’ll send you a returns label. Alternatively call our Customer Services Department on 0333 777 8000**. Please do not return anything without a despatch/returns note, as it could result in the parcel not crediting to your account.


To see which items are excluded from our Returns Policy, please click

Next stores outside of the UK and Eire are unable to accept returns.

* Terms and Conditions apply

** For call charges contact your service provider.

Which items can't be returned


We want our customers to be happy with their purchases and aim to be fair and accommodating with regards to returns. But some items are non-refundable (unless faulty) and these are listed below:

  • Made to order items, food & alcohol gifts, and flowers.
  • For hygiene reasons, all cosmetics and grooming products, certain jewellery, (for example pierced earrings), mattresses, mattress toppers, divans, duvets and pillows.
  • Self-assembly furniture cannot be returned if assembly is part or fully completed.
  • Any product with a security seal, (such as CDs, DVDs and other technology products), cannot be refunded or exchanged if the seal is broken.
  • Gift Cards and Vouchers cannot be returned, or exchanged for cash.

Further details about our refund policy on specific product ranges can be found in our full terms and conditions at https://www.little-label.co.uk/terms

Exceptions to our returns policy


There are some exceptions to our returns policy as follows:

  • Made to order items such as digital photos and photo gifts, food, alcohol gifts and flowers
  • For hygiene reasons, all cosmetics and grooming products, certain jewellery, (for example pierced earrings)
  • Self-assembly furniture cannot be returned if assembly is part or fully completed.
  • Any product with a security seal cannot be returned if the seal is removed
  • Gift Cards and Vouchers cannot be returned, or exchanged for cash.

Further details about our refund policy on specific product ranges can be found in our full terms and conditions at http://www.next.co.uk/terms

Do I have to pay for my returns?


Returns by Courier

For nextpay accounts, a collection charge won’t be made if you keep part of your order. A Courier collection charge of £3.99 is applied if you return your whole order.


If you return all items ordered and any one of which is collected by our courier, you will be charged a collection charge of £3.99. On returning the whole order, we will refund the delivery charge of £3.99.


Call 0333 777 8000* to arrange for your courier to collect items from home, or log into ‘My Account’ at next.co.uk to arrange a courier return.


If you have a ‘pay with order’ account and request a courier to collect any items, a collection charge will be made.


Please allow 14 days for your return to be inspected and credited to your account/card.


Returns to Store


Returns via our retail or clearance stores, or via Hemres ParcelShops are free of charge.


Large, bulky items can’t be returned to, or exchanged in a store.


Please remember to take your delivery note with you in to the store. You can find your nearest store on our store search page.


We accept returns at our retail or clearance stores, or at Hermes ParcelShops. However, we cannot accept returns through our airport stores.


Returns via our stores will be credited to your account/card within 2 days. Your return will be inspected when received at our warehouse.

Can I return a gift?


Yes, you can return an unwanted gift through one of our retail stores. The store will either exchange or give you a refund card for it.

I haven't received a refund for my return?


Please allow 2 working days to receive a refund for returns made to Next stores and 14 days for returns made by courier or post.

If you have a valid e-mail address registered to your account, we’ll send confirmation of the return being processed.


NextPay Customers

If a customer with a Next Credit Account pays for an order by debit/credit card, PayPal or Next gift card, any refund due for that order will be applied to their Next Account and not the method used for payment.

If you’d like the credit for your returns to be refunded to you the same way you paid for them, or you have any other query regarding your returns then please call us on 0333 777 8000* between 8am – 11pm, 7 days a week, and we will be able to assist you further.

** For call charges contact your service provider.


Payment by PayPal

It can take 1-2 working days for refunds to be processed by PayPal. If you paid by PayPal and haven’t received a refund please contact PayPal directly.


Payment by Giftcard or eVoucher

If a Gift card was used to pay for the value of the order and part or all of the order was returned a new Gift card will be issued to you via post. This can take 7-10 working days to be delivered.

If you paid in full by eVoucher at the time of order and you have a valid registered e-mail address on the account, you will automatically receive the returns value on your original eVoucher, when the returned item is received.

If there is not a valid e-mail address on the account, we will send a Gift card to the value of your eVoucher to your home address. Please allow 7-10 working days to receive this.

If you have made an order and paid for it with both Credit/Debit card and Gift Card or eVoucher we will first refund the amount of any returns to your Credit/Debit card. We will then refund any outstanding amount to a new Gift card. Please note it can take 7-10 working days for this new Gift card to be delivered.

What happens if I have difficulty making the payment?

Should you experience difficulty in making a payment to your account, please contact our Collections Department on 0333 777 8664* immediately as failure to keep up to date with your payments will result in your account being transferred to a Debt Collections Agency. *National call rates apply.

Direct Debit

How does Direct Debit work?


We will collect the minimum payment, the full balance, or a fixed amount each month, as instructed by you when you set up your Direct Debit. We will do this regardless of any other payments in addition to this you may make on your account. However, if any additional payments by you reduce the balance of your account below the minimum payment required, we will take only that balance.


If you have chosen to set a fixed amount to be collected each month, and the balance on your account drops to less than the fixed amount stated, we will only take that balance.


Until your Direct Debit has been set up, you must continue to pay your minimum payment by the due date, using an alternative method of payment.


We’re really sorry but you won’t be able to stipulate the date the direct debit is taken from your bank account.


If you only make the minimum payment it will take longer and cost more to repay your balance.


How can I set up a Direct Debit?


Please call us on 0333 777 8910*, and we will set this up for you immediately.


Alternatively, you can download the application form and send to:

Next

Gedding Road

Leicester

LE5 5DW


It takes 14 days from the receipt of your application to process your instruction. You will receive confirmation in the post once the Direct Debit has been set up on your account. In the meantime, if there is a payment due on your account, please make an alternative method of payment.


How can I cancel my Direct Debit?

Please call our Accounts Administration Department on 0333 777 4503* Alternatively, use our email, contact form and choose Next Directory/Online, then Payment Query from the drop down menus.


How do I change Direct Debit Information?


If you wish to change the bank account details for your Direct Debit payment, please call us on 0333 777 8910* to let us know the new account details, or to notify us of any other changes.

You can also change the amount of the Direct Debit. If the change is made within 5 days of the due date, the previous amount may be requested from your bank

Please remember to contact your bank to cancel the existing Direct Debit payment.

We are unable to change a payment date at the present time but we may review this in the future.

When will my payment be applied to my account?

Please allow sufficient time for us to receive and process your payments before they are updated onto the account:

  • Internet payment by Credit/ Debit card, Giftcard or eVoucher - one working day*
  • Customer Service Team (Call Centre) by Credit/ Debit card – one working day*
  • Selfserve payment - one working day*
  • Store - two working days*
  • Bank using Giro slip/Online Banking or Telephone Banking - three working days*
  • Posting in vouchers - ten working days*

If any payment you have made is not confirmed on your statement, please call us on 0333 777 8000** 8am to 11pm, 7 days a week.


If you have an e-mail address registered on your account, you will receive a payment confirmation through e-mail once your payment has credited your account.


*All payments need to be made before 7pm to show in the time specified. Any payments made after 7pm Friday will show on your account the following Tuesday.


**National call rates apply.

What happens if my payment is late?

If your payment is late this will not show on your latest statement and will be overdue. You may incur a late payment fee.

If your account is two months in arrears we may apply a charge of £7.50 to your account to cover our administration costs. We refer to this as a late payment fee.

We will not apply this charge again while your account remains in arrears but if you bring your account back up to date we may apply a further charge of £7.50 if your account is two months in arrears at a later date.

Your account will be in arrears if you do not make a payment which is due in full. In addition we may charge you £5.50 for each payment that is returned unpaid.

Please make a payment for the amount shown on your statement immediately.

What if my payment is not accepted?

Your payment will not be accepted if the debit/credit card you are using to make the payment is not registered to the same address as your nextpay account. This is because we use various systems for address verification to ensure the address details match exactly to protect our customers and ourselves from fraud.

If your card is registered to the same address, please ensure that that you have entered the correct security code and expiry date. If this still doesn’t work, your card issuer may have declined your payment. Please contact them directly as they don’t tell us the reason of why it has been declined.

Additionally, we are sorry but unfortunately we are unable to accept American express as payment when sending an order to a different address/store or when buying eVouchers or Gift Cards.

If you have any further issues with making payments, please call us on 0333 777 8000* so we can help you.

*National call rates apply.

I have moved abroad how do I pay my UK Next Account?

Internet/Online Banking - You can make a payment to Next from your bank account using the following details:

HSBC Telebanking Account

Sort Code: 40-27-15

Account: 02462087

Swift: MIDLGB22

IBAN: GB72MIDL40271502462087

Reference Number: Your Customer Number


Your customer number can be found at the top of your statement, delivery note or any correspondence received from Next.

If you are not paying in GBP (Great British Pounds) then please use a currency converter to ensure you do not under or over pay.

There may be a charge for this service, so it is advisable that you check this with your bank prior to making the transaction.

Credit & Debit Cards

Although we generally accept all major debit/credit card types when making a payment, on occasion we may ask that a different card be used. This will be based on our internal rules, but we’ll aim to let you know as soon as we can to prevent any delay in your order reaching you.

You can make a payment using the following option:

  • Online by signing into 'My Account' then selecting 'Make Payment' option from the left side menu.
  • By SelfServe - Call 0800 58 777 58, have your card and SelfServe number ready. You can find your SelfServe number on your statement.

We are unable to accept Cards that are due to expire within the next 5 days. Card details are checked and verified by a third party and goods are despatched once authorisation has been obtained. You can also pay by calling our customer service advisors on 0333 777 8000*

*For call charges contact your service provider.

What Credit/Debit cards do you accept?

Next accepts all major credit and debit cards such as Visa, Visa Electro, MasterCard, Maestro and American Express. The card must be registered to the address where your Next Account is held.

In Store Payments

You can make payments for your balance on your nextpay account at any Next store.

When you get to the store till, let the store know your customer number. This can be found on top of your Next statement, delivery note or any correspondence received from Next.

Please note Directory cards and Store Refund cards cannot be accepted as a form of payment. In-store payments can be made using Credit/Debit cards, cash or Next gift cards.

Once the payment has been made at the till, it can take up to 48 hours for it to update onto your account. You will also be given a receipt. Please keep the receipt until the payment shows on your account, and this can be checked online by logging into “My Account”.

All payments need to be made before 7pm to show in the time specified. Any payments made after 7pm on Friday will show on your account the following Tuesday.

If any payment you have made is not showing on your statement, please call us on 0333 777 8000* 8am to 11pm, 7 days a week so we can check this for you.

*For call charges contact your service provider.

Online Banking Payments

Online Banking - You can also make a payment to Next from your bank account using the following details:


Account Name: NEXT PLC

Bank Account Number: 02462087

Sort Code: 40-27-15

Reference: Your Customer Number


Your customer number can be found on top of your statement, delivery note or any correspondence received from Next.

On most online banking services you will already find Next Directory has been set up as a payee. Please ensure you quote your customer number.

The bank account information can also be found on the reverse of your statement.

New Customers - As soon as your goods have passed the approval time of 10 days, a statement will be sent to you and show online so that you can pay online. To pay online, please sign in to your account using your email address and password or customer number and date of birth.

There is a button labelled "make payment" once the statement has been created.

Your customer number can be found on top of your statement, delivery note or any correspondence received from Next.

On most online banking services you will already find Next Directory has been set up as a payee. Please ensure you quote your customer number.

The bank account information can also be found on the reverse of your statement.

Selfserve Payment

Call 0800 587 7758 and key in your Selfserve number (shown on your statement or delivery note). Just enter the amount and your credit/debit card details to make your payment. You may also make a payment using a gift card or eVoucher.

Alternatively, you can pay online when signing into your account or call 0333 777 8000* and we'll take your payment over the phone.

Please note, for security, the card that is being used to make the payment must be registered to the account address.

*For call charges contact your service provider.

Next Gift Card/ eVoucher Payment

We accept payment by Next Gift Card and e-Vouchers via SelfServe and by signing into “My Account” and selecting “Giftcard Payment” under the account options menu.

How do I pay using a Next Gift Voucher?

Please send your vouchers by recorded delivery or registered post to:

Next Retail Ltd,

Directory Banking,

Desford Road,

Enderby,

Leicester

LE19 4AT

Please ensure that you note your customer number, name and address on the back of the gift vouchers and keep a record of the serial numbers.

The vouchers will be credited to your account within 14 days. If you prefer, you may exchange your gift voucher for a gift card at any Next store.

What is a credit card security number?

The card security code for most cards is a three digit number found on the reverse of your card on the signature strip. It is preceded by part or all of your card number, but is always the last three digits.

For American Express the security code is a four digit number on the front of your card above the card number.

This security code gives extra protection when shopping online, as only the person who holds the card will have access to the code.

We are unable to proceed with your order without this security number.

My Saved Cards

To edit/delete a saved card

Simply go to 'My Account' to the ‘Payments’ section on the left hand side and select the option ‘Manage Saved Cards’. You will be shown with all saved cards on your account. Here you will have the option to add, edit or delete your saved card.


Q. How do I edit a saved card?

Simply select the card which you would like to edit and you will be prompted with the following screen.

Here you will have the option to update the card details.


Q. How do I delete a saved card?

Simply select the card which you would like to delete, and you will be prompted with the following screen.

Once a card is successful deleted, this card will be removed from your ‘Manage Saved Cards’ section.

Statements

What do I do if I have not received my statement?

If you have not received your monthly statement from Next please call us on 0333 777 8000* to request a copy. Lines are open from 8am to 11pm 7 days a week.


You can also check your balance and make payments on our website and follow the on screen instructions or call our free automated SelfServe service on 0800 58 777 58.

*For call charges contact your service provider.


What if I have lost my statement?

If you have lost your statement you can view the details online. Please go to “My Account” then click on “My Statements” in the left hand section.


Alternatively please call us on 0333 777 8000*. We will send you a replacement by post or, you can call our free automated SelfServe service on 0800 58 777 58 and follow the instructions.

*For call charges contact your service provider.


What do I do if my payment does not show on my statement?

Please allow sufficient time for us to receive and process your payments before they are updated onto the account:

  • Internet payment by Credit/ Debit card, Giftcard or eVoucher - one working day*
  • Customer Service Team (Call Centre) by Credit/ Debit card – one working day*
  • SelfServe payment - one working day*
  • Store - two working days*
  • Bank using Giro slip/Online Banking or Telephone Banking - three working days*
  • Post sending in vouchers or cheques - ten working days*

If any payment you have made is not confirmed on your statement, please call us on 0333 777 8000** 8am to 11pm, 7 days a week.

If you have an e-mail address registered on your account, you will receive a payment confirmation through e-mail once your payment has credited your account.

*All payments need to be made before 7pm to show in the time specified. Any payments made after 7pm Friday will show on your account the following Tuesday.

** For call charges contact your service provider.

Payzone Payments

Please take your statement to any Payzone Outlet and pay at the till point. The Sales Assistant will scan the barcode on the front of your statement to process the payment. Please note that Payzone Outlets can only accept cash payments.


Please ensure you retain your receipt.To find your nearest Payzone outlet, please visit http://www.payzone.co.uk/Store-Locator

PayPal

You are now able to pay using PayPal.

PayPal is a secure payment method you can use to make a payment online. You only need your email address and password to make a payment. At the moment this facility is only available for UK nextpay and you can choose this method of payment to pay money off your account balance or at the time of your order.

How do I make a payment towards my balance using PayPal?

  • You can use PayPal by signing into your Next account online.
  • On the “My Account” summary page you can then select ‘Payments’ on the left hand side.
  • The option to pay using PayPal will show in the list of payment methods available to you.
  • You need to key in the amount you would like to pay and then click on the blue ‘Pay via PayPal’ button.
  • This will take you to the PayPal login page. You can then sign-in with your PayPal sign-in details; (e-mail address and password).
  • This will bring up your PayPal account details.
  • Select the “Pay Now” button to confirm your payment.
  • You will then be navigated to the Next payment screen where a payment confirmation banner will show at the top of the page.
  • PayPal payments will credit the account within 2 working days and you will receive an e-mail to confirm the payment.

If for any reason the payment has been declined, an immediate message will be displayed on the PayPal payment page to indicate this. If there are any queries you may need to contact PayPal for further assistance. If the payment does not show on your Next account within 2 working days, please check if the amount has been taken from your PayPal account. If you require further assistance, please call us on 0333 777 8910*. * For call charges contact your service provider.

Statement Period

When will I receive my statements?

You will receive your 1st statement 10 days after your 1st order. Consecutive statements will follow on the same day each month when there is a balance outstanding.


When do I need to make a payment?

A statement is generated 10 days after you have placed your first order. The statement will show your order details and the minimum payment required by a specified date.


Please ensure you allow sufficient time for the payment to credit your account, depending on your method of payment.


You do have the option to clear the balance in full or pay monthly towards your balance.


You can view statements online, by going to 'My Account' and clicking on the statement options in the left hand menu.

Credit Limit

What is my Credit Limit?


Your credit limit is the amount you are able to spend using your credit facility, this is reviewed on a monthly basis. Credit limits can increase and decrease as a result of the review, or we may decide to suspend your ability to use your credit account, based on information we hold about the way you manage your account, as well as information provided by the Credit Reference Agencies.


To confirm your current Credit Limit, please log into my account where you will find the most up to date information. If you would like to view the information held by the Credit Reference Agencies on your credit file, you can contact them using the details below:


EXPERIAN: Visit http://www.experian.co.uk/consumer/contact-us or call the Experian Advice Line on 0344 481 8000. Alternatively you can write to: Customer Support Centre, Experian Ltd, PO BOX 9000, Nottingham, NG80 7WF.


EQUIFAX: Visit http://www.equifax.co.uk/ or call the Equifax Customer Service team on 0800 014 2955 or 0333 321 4043. Alternatively you can write to: Equifax Ltd, Customer Service Centre, PO Box 1003, Leicester, LE3 4FS


If you have any questions or would like to discuss your credit limit in more detail, please contact our Credit Team on 0333 777 4511* 8am to 11pm, 7 days a week.


*For call charges contact your service provider.

What happens if my order value is greater than my available credit?

Order placed online

At the end of your order you will be asked to pay the difference between your credit limit and the total value off your order using an alternative payment method. If you cannot make this payment we will not be able to release your order.


Order placed by telephone

Should your order exceed your available credit, and you have ordered by telephone, our Credit Team will contact you to let you know what payment is required to release the order.

If we are unable to contact you by telephone we will send an, e-mail and text (if we have these contact details) asking you to contact us to discuss your order.

If you wish to discuss a recent order you have received regarding your account credit limit, please contact our Credit Team on 0333 777 4511* 8am to 11pm, 7 days a week.

*For call charges contact your service provider.

E5. Minimum Payment

E5.1. What is my minimum payment?

The nextpay account allows you to make either monthly payments or to repay the full balance after each statement. You must make a payment every month of at least the minimum monthly payment shown on your statement, by the due date shown.

You can choose to pay more if you want to, up to the full balance. If you do not repay the balance in full, by the date shown on your statement, you will be charged interest.

If you only pay the minimum monthly payment it will take longer to repay the balance and you will pay more overall. Missing a payment could have severe consequences and make obtaining credit more difficult.


E5.2. Can I pay more than the minimum payment?

Yes, you can pay more than the minimum payment up to the full balance of your account. This can be done in a number of ways, many of which are free:


Direct Debit – Revise the monthly payment to a set amount that will be higher than your required payment or even set the amount to clear the full balance each month.


Online - by signing into "My Account" then selecting the 'Make Payment' option from the left side menu.


SelfServe - Call 0800 58 777 58, have your credit/debit card, your gift card or eVoucher and SelfServe number ready. You can find your SelfServe number on your statement.


Online Banking - You can also make a payment to Next Directory from your bank account using the following details:

Account Name: NEXT PLC

Bank Account Number: 02462087

Sort Code: 40-27-15

Reference: Your Customer Number


Payzone - Take your statement to any Payzone Outlet and pay at the till point. The Sales Assistant will scan the barcode on the front of the statement to process the payment. To find your nearest Payzone outlet, please visit http://www.payzone.co.uk/Store-Locator


PayPal - You are now able to pay using PayPal. PayPal is a secure payment method you can use to make a payment online. You only need your email address and password to make a payment.


What do I do if I cannot pay the minimum payment?

If for any reason you are unable to make your minimum payment(s), it is crucial that you contact our Collections Team immediately on 0333 777 8664*.

Failure to make minimum payments on your account each month will result in your account being suspended and arrears charges applied, as well as the possibility of your account being transferred to a Debt Collection Agency.

The details of your arrears will be registered on your Credit File, which can affect future lending.

*For call charges contact your service provider.

Find a Store (UK/International)

Simply enter your town, city or postcode of the store in the "Search for a store" field and then click on "FIND STORES" to see the list of possible stores where you can get the items delivered.


https://www.next.co.uk/stores/

Can I purchase in store using my nextpay account?

Yes, if you have a Directory Card you can purchase in our stores and have the value added to your nextpay account. It will be added to your account the following day, and appear on your next monthly statement.


If you do not have a Directory Card, but would like one, please click here

Please note that any items purchased on your Directory Card in store will need to be returned back to the store. You will not be able to return these via the courier or post.

Product Recall Returns Methods

nextpay account returns

If you have purchased an item on your nextpay account which is later recalled, it can be returned by any of the following methods.

  • Contact your courier directly (they may leave their number with your delivery).
  • Call us on 0333 777 8000.
  • Via SelfServe.
  • Arrange the collection online.
  • Via a retail or clearance store.*
  • At a Hermes ParcelShop.
  • At a Payzone Outlet.**
  • Post – Call 0333 777 4574 to request a returns label, then take to your nearest Post Office.

* This service is available in most of our retail or clearance stores, except our airport stores.

** Only fashion and small homeware products (excluding electrical) items are suitable for this method.

Our search is the perfect fast fashion tool to help you find exactly what you’re looking for. Select from the department drop down menu's or by using the search box at the top of the page, and we’ll show you all our related products in an easy to use format.

Narrow down your search

From here you can narrow down your search by using our extensive filters in the left hand column. Whether it’s by gender, category, colour, price or more!

Ordering your results

Use the 'sort by' drop down box to order your results by;

  • Most Popular
  • Alphabetical
  • Price
  • Product review and ratings

Like a product? Want to add it to your shopping bag?

To add a product to your bag, click on the images to be taken to the product details page, select your size and colour, and click on the green 'Add to Bag' button. On the product details page you’ll also be able to zoom in for greater detail and view alternative images.

Self -serve

Where do I find my self-serve PIN number?

Your Self-serve pin number is detailed in the following places:

  • Monthly paper statement
  • Monthly online statement
  • Reverse of your Directory Card
  • Top of a delivery note

If you’re still unable to locate your pin number, please call us on 0333 777 8000*. Lines are open from 8am - 11pm 7 days a week.


*For call charges contact your service provider.


How do I use self-serve?

You can call Self-serve FREE on 0800 5877 758 and key in your Self-serve number. Self-serve is a free automated telephone service designed to make shopping with Next easier.

It’s a free, fast and convenient way to make a payment, check your balance, or arrange a courier collection.

You’ll be guided through the service, and asked to press different keys for the service that you require.

Please note that you must have a touchtone phone to use this service.

Security

What you should know


If you’re concerned that your Next account or your personal details may have been used without your permission, please give our Accounts Investigations Team a call straight away on 0333 777 8901*, lines are open 7 days a week, 8am to 11pm.


This could include any of the following:

  • I think someone may have accessed my account.
  • I’m not a Next customer but I’ve received mailings.
  • I’ve received a parcel but I’m not a customer with Next.
  • I’ve received a parcel for someone who used to live at my address.
  • My credit / debit card has been used with Next but I didn’t make this purchase. (It’s really important you let your bank know in the first instance & then give us a call, we’ll make sure this is investigated right away.)
  • There’s an order on my account that I didn’t place.
  • There have been changes made to my personal details on my Next account that I didn’t make.

If you receive any letters for the previous occupier of your address, just send them back to us marked ‘No Longer at this Address’. We’ll update our records but please securely dispose of anything further you receive while this is in progress.


If you believe you’ve been a victim of fraud it’s really important that you contact the company concerned first. If your details have been used with Next, our Accounts Investigation Team (0333 777 8901*, 8am to 11pm, 7 days a week) will be on hand to help resolve this as quickly as possible.


If you believe you’ve been a victim of identity theft you can report this to Action Fraud (a Police and Government website) via actionfraud.police.uk . Here at Next, we aim to report every allegation of fraud to Action Fraud once we’ve fully completed our investigations. If you have an Action Fraud reference number we’ll report the crime under the same reference which will provide a better picture of the crime to the police.


You can also register your details with CIFAS this is an organisation that will put a security flag against your details so if credit searches are carried out in your name, those companies who have also registered with CIFAS can see you have previously been a victim of identity theft.


We take your personal information very seriously & have put various security checks in place to protect your account. This includes sending letters, emails & texts if you update/change your account details. If you receive an email, letter or text alert from us to notify you that details have been changed but you haven’t made these changes, please contact us straight away on 0333 777 8901*.


*For call charges contact your service provider.


Phishing Information


Phishing is an attempt to acquire sensitive information, often through social engineering, using a variety of communication methods. These can be, but are not limited to, messages delivered via email, instant messaging, social media, websites and phone calls.


Examples of sensitive information acquired through phishing are: usernames, passwords, credit card details, financial details or intellectual property.


An instant message, email, phone call, website or social media post can all be easily spoofed to make it appear as if they are actually from Next PLC.


Never respond to any unsolicited emails, phone calls, messages on social media, messages delivered through an app or website. If in doubt, please contact Next Customer Services on 0333 777 8901*


For further information about phishing please visit Get Safe Online


*For call charges please contact your service provider.

Contact Details

By Phone

Fabled Contact Number:

0333 777 4541


By Post

Our address is:

Next,

Desford Road,

Enderby,

Leicester,

LE194AT


Company Details

Head Office Information

Next Retail Ltd.

Desford Road,

Enderby,

Leicester.

LE19 4AT


Telephone: 0333 777 4577*


Head Office Directions: Printable Map

Company Registration Number: 4521150.

VAT Registration Number: 179 7658 90.

Authorised and regulated by the Financial Conduct Authority for credit-related activity.

Company Secretary: S.L Anderson.


*For call charges contact your service provider.


Corporate Information

Link to: http://www.nextplc.co.uk/


How can I become a supplier for Next?

We are currently focusing on expanding our business with our existing portfolio, at present we are not recruiting any new partners.

Should you wish to register your details for future reference please email: mailto:Raveen_De-Silva@next.co.uk


I.1.4 Next Media Information

Link to: http://www.nextplc.co.uk/media/image-gallery/campaign-images


I.1.5 Charities Information

We contribute to a variety of charities based both in the UK and worldwide, as long as they have no political affiliation.

All requests are considered on an individual basis. Please contact our Charity & Sponsorship Team by email, fax or letter.


mailto:Charities_department@next.co.uk

Fax: (0116) 2846420

Post: Charities & Sponsorship Department, Next PLC, Desford Road, Enderby, Leicester, LE19 4AT


I.1.6 What Modelling Agencies Do You Use?

We don't use one particular agency to recruit models for Next Directory, but you can find useful general advice on modelling at:

https://www.bfma.fashion/

You can also visit us at our Facebook page as we advertise any Next Modelling competitions on there first.

Complaints Process

I HAVE A COMPLAINT

If you have a complaint, please contact us so we can put it right.

You will need to provide your full details, if you're a Directory/Online customer, you will also need to include your date of birth.

Call 0333 777 8247*
Email complaints@next.co.uk
Write

Next Retail Ltd

Gedding Road

Leicester

LE5 5DW


Please note, complaints by email should only be directed to the above e-mail address, to ensure they are dealt with as quickly as possible. Any complaints directed to any individual’s email address, may not be handled as promptly.

To view our Credit Services Complaints Procedure, please click here


UNRESOLVED COMPLAINTS

If you've already spoken to someone about your complaint and they haven't been able to resolve it, our Complaints Resolutions team can step in. To speed things up, please kindly provide:

  • Your name, address and phone number.
  • The details about your complaint - e.g. store name, item number and your account or order number.
Call 0333 777 8247*
Email unresolved_complaints@next.co.uk
Write

Complaints

Next Retail Ltd

Desford Road

Leicester

LE19 4AT


CREDIT COMPLAINTS - FINANCIAL OMBUDSMAN SERVICE

In the unlikely event that you remain dissatisfied with our response to any complaint regarding a Next credit product or service, you may be entitled to refer it to the Financial Ombudsman Service.

The Ombudsman will only consider your complaint if you have given us the opportunity to resolve it first. It is also important to note that the Financial Conduct Authority (FCA) does not investigate individual complaints. Therefore, please contact us directly in the first instance.


ALL OTHER COMPLAINTS

In the unlikely event that you remain dissatisfied with our response to any other complaint, 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, when completing the form asking for the traders email address, please use the following Next email address ODR@next.co.uk


*For call charges please contact your service provider.

Promotional Emails

Can I opt out of marketing and promotional emails?

Yes, but there are many benefits of being subscribed to receiving marketing emails which you could miss out on; including latest offers, seasonal sale dates and also priority ordering. We do not share your marketing details outside of Next, so you can be assured you will only receive our exciting offers and promotions.

If you still wish to unsubscribe from receiving marketing emails please go to the bottom of a recent promotional email, you will see an ‘opt out’ link. All you need to do is click on the link, and click the ‘unsubscribe button’ in the bottom right of the screen.

It can take up to three days for our records to be updated, so don’t worry if you receive emails within this time.

If you are experiencing difficulty unsubscribing please contact us by email or call us on 0333 777 8000*.

Lines are open: 8am - 11pm, 7 days a week, calls cost 5p per minute from a BT landline. Mobile providers and other networks may vary.


*For call charges contact your service provider.


Why am I receiving e-mails as I do not have an account with Next?

Your email address may be registered with us because you have entered a competition or promotion and therefore your details have been saved to receive marketing and promotional emails.

If you do not have a Next account with us and you want to stop receiving e-mails, please contact us by email or call us on 0333 777 8000* so we can help you.

Lines are open: 8am - 11pm, 7 days a week.


*For call charges contact your service provider.


Accessibility Policy

We are committed to make the Next website as accessible to the widest possible audience. Next is always working and trying to increase the accessibility and the usability of the website.

If you have any questions relating to accessibility, please call our technical helpline on : 0333 777 4510*.


*For call charges contact your service provider.

Right to be Forgotten

What is Right to be Forgotten?

Right to be forgotten is a right under the General Data Protection Regulation (GDPR), which enables an individual to request the deletion or removal of their personal information, where there is no reason to keep processing it.

If you exercise your right to be forgotten, you will be required to provide your personal information again, should you wish to open an account.

Should you wish to continue shopping with us and would just like to stop receiving marketing communication, you can leave your account open and simply amend your contact preferences by:


  • Signing into My Account with your password
  • Selecting Change Details
  • Selecting Contact Details

You can manage many of your account preferences when signed into your account on the Next website.

Should you wish to stop receiving books, you can do this by getting in touch with our Customer Service team on 0333 777 8000* who will be able to assist you further.

Our Customer Service team can also assist you should you wish to close your account.

*For call charges please contact your service provider


How Do I Apply To Be Forgotten?


The right to be forgotten cannot apply where there is a reason why we would need to continue to retain or process your personal information; however, if you meet the following criteria we will remove your personally identifiable information from our operational databases:

  • Payments for any outstanding balances and/or orders should be made and cleared
  • There must be no orders waiting to be or in the process of being dispatched

Please be aware that if we forget you, this will not remove any credit searches or updates which may have been made to your credit file, as these are maintained by third party credit reference agencies; however, we will inform the credit reference agencies the account has been closed.

If you would still like to be forgotten, we just need you to complete the request form, which you can print now by clicking here or by getting in touch with our Customer Service team on 0333 777 8000* who can send the form to you. Once we receive your request, we will assess whether we are able to forget you fully or remove your personal information from our operational databases.

Clearing any outstanding balances can be done at any time; we do not require a request to be forgotten first; however, it may take longer to forget you if we are waiting for any payments to be received. Your account will also be closed as part of the right to be forgotten process.

You can send your request by post to:

You can post this form to us at:

Next Retail Ltd

Gedding Road

Leicester

LE5 5DW

Or you can email the form to:

RTBF@next.co.uk

Once we’ve received the completed form, we will contact you within 30 days to let you know the outcome of our assessment and confirm what action we will take next.

*For call charges please contact your service provider


How Will You Remove My Personal Information?

The process for removing your personal information will be to remove it from our operational databases and place one copy in a secure location. Access to your personal information is controlled and limited to our Data Protection Officer, which can be held for a maximum of 6 years after the account was closed, after which time it will be permanently deleted from all of our records.

Placing your personal information in a secure location will prevent us being able to recognise who you are and stop us using or processing your personal information in the future; however, we will still be able to contact you in the event there is a legal requirement to do so e.g. an item you have ordered from us has been recalled due to health and safety concerns or you wish to contact us with a query or complaint.

Before we can put your personal information into a secure location, all outstanding balances must be cleared, all orders must have been fulfilled and, if you have an account, the account closed.

Clearing any outstanding balances and closing your account can be done at any time; we do not require your request to be forgotten first; however, it may take longer to forget you if we are waiting for any payments to be received or your account to be closed.


How Long Will It Take?

Once we’ve received your written request, we will contact you within 30 days to confirm we have received your request and begin the process; however, we will aim to get back to you much quicker than this.

In the confirmation you are sent, we will let you know how long we anticipate it will take to deal with your request.

Before we can put your personal information into a secure location, all outstanding balances must be cleared, all orders must have been fulfilled and, if you have an account, the account closed.

Clearing any outstanding balances and closing your account can be done at any time; we do not require your request to be forgotten first; however, it may take longer to forget you if we are waiting for any payments to be received before closing the account.

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