CORONAVIRUS (COVID-19) INFORMATION FOR OUR CUSTOMERS
Our stores are now closed, but our website is now operating on shorter hours and a smaller workforce to allow socail distancing. Parcels will be dispatched throughout the week, but all parcels are expected to be with customers within 5-7 working days.
Contactless Delivery Via Royal Mail
Signing for and receiving items-
In order to protect our customers as much as possible, Royal Mail will not be handing over the hand-held devices to customers to capture signatures. Postmen and women will instead log the name of the person accepting the item. This will apply to all deliveries that require a signature.
Additionally, for all customers (including those who are self-isolating) where we need to deliver any parcel that won’t fit through your letterbox, Royal Mail will place your item at your door. Having knocked on your door, they will then step aside to a safe distance while you retrieve your item. This will ensure your item is delivered securely rather than being left outside.
If you are unable to come to the door at all we will issue a ‘Something for You’ card, advising of other ways you can arrange to get your item. For example, by getting a friend or family member to collect the parcel from our local Customer Service Point on your behalf. In this situation, and to keep your mail as secure as possible, they will need to bring along the card we left you and a form of ID in the name of the person the item is addressed to.
All deliveries under the value of £40.00 to the UK Mainland will be charged at a rate of £2.99. We will do our very best to ensure all orders received by 3:00pm Monday to Friday are dispatched the very same day with our delivery partners, Royal Mail. Unfortunately, this is occasionally not possible. On the rare occasion that this is not possible, we will contact you within an hour of receiving your order.
Our website shows current live stock levels, and we only ever advertise and sell products that are in stock. 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 offer an immediate refund.
All orders are sent using the original and most trusted delivery service, Royal Mail. The default delivery service for all orders under £40.00 is Royal Mail two day service, known as ‘Royal Mail 48’. This is often classed as standard post, and will take up to forty eight hours to arrive (similar to a second class stamp). For an extra £1.00 (£3.99 in total), we will upgrade the service to ‘Royal Mail 24’ which means that provided we have received your order by 3:00pm, you should receive your package the following working day.
For all orders valued at over £40.00, delivery is free using Royal Mail’s Tracked 48 Hour Service. This works similarly to Royal Mail 48, but with the addition of email and text message updates, as well as an option to leave the package in a safe place. For a small premium, you will have the option to upgrade the service to a Royal Mail’s Tracked 24 Hour Service. This works similarly to the Tracked 48 Hour Service, but offers a next working day delivery.
For the Tracked services you have an option to specify that the parcel can be left in a safe place. If you don't specify a safe place for the parcel to be left, a signature will be required, or a card will be left by the postman. The card will allow you to rearrange delivery or to collect your parcel from the local post office.
We offer delivery to the following European Countries: Belgium, Denmark, Finland, France, Germany, Hungary, Iceland, Ireland, Italy, Netherlands, Portugal, Spain, Sweden and Switzerland.
The delivery charge is £12.00 on all orders and we use a fully tracked service supplied by Royal Mail which takes approximately 5 days for delivery. I am afraid we do not offer free returns on orders delivered outside of the UK.
Please note there are a selection of products that can't be delivered outside of the UK. These include, but are not limited to Vineyard Candles and a selection of Voyage footstools and floor cushions.
We offer free returns on all orders (delivered within the UK), regardless of reason, within fourteen days of the original delivery (including working days and weekends). To use our free returns service you will require access to a printer. Upon us dispatching your parcel you will receive a dispatch confirmation email. Also contained within this email are full instructions on how to create and print your free returns label. Please note that we can only offer a refund if the goods are in perfect condition, and all tags are intact and attached. In order to process your refund in a timelier manner, please remember to enclose the completed returns form with your items.
Please return the item to us within fourteen days (including working days and weekends) of cancellation in order to receive a full refund or exchange. If you notify us of your intention to cancel the contract but do not return goods to us, we reserve the right to deduct the costs incurred by us in recovering the goods from any refund you are owed.
Please note we do not accept returns on unwanted earrings, underwear and swimming costumes (bikinis, swimming shorts etc.) purchased online unless they are faulty, in which case the normal returns procedures apply.
If you notice anything on our website, but would like it in a different size or colour, please call us to discuss how we may be able to help you. Unfortunately, we are unable to offer refunds or exchanges on items that have been ordered especially for you.
Please not all shortages or delivery errors must be notified to us within 5 days of the delivery date. Failure to notify us may result in Nicholls being unable to rectify the problem.
Should you find that your item is faulty/damaged, you will have fourteen days (including working days and weekends) to return the item for either an exchange or full refund. Please contact us and we will either collect the faulty item, or issue a pre-paid returns label to you.
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.
Store Credit / Exchange
If the refund period has expired, please call us on: 01873 810 571 to discuss whether we are able to offer store credit or an exchange redeemable against any of our online items.
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 firstname.lastname@example.org or by telephoning 01873 810 571
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.