Delivery & Returns

DELIVERY – FREE OVER £75

Do you offer free delivery?

• Yes, we offer free delivery on all orders over £75. Qualifying orders will be dispatched with Royal Mail on a tracked service.

When will my order be dispatched?

• We aim to process all orders within 1 working day. Orders are processed Monday through Friday, with a cut off time of 3pm.
• Orders placed after 3pm on Friday will be processed on the next working day, Monday.
• A signature will be required for all delivery services, if you are not home a card will be left by Royal Mail / DPD driver, allowing you to rearrange delivery or to collect your parcel from the local post office.

Can I track my order?

• Once your order has been dispatched, you will receive an automated email to confirm this. If you do not receive this email, please check your junk folder as some email providers may filter this out.
• You will then receive SMS and email tracking updates from our delivery partners, Royal Mail or DPD.

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

RETURNS – FREE RETURNS ON ORDERS OVER £100

We offer free returns for orders over the value of £100. All orders under £100 will be subject to a £3 fee that will be deducted from your total refund amount, for use of the Royal Mail returns label. Items must be returned and received at our warehouse by 7th January 2024 - please retain proof of postage in the event of any queries.

How do I return my order?

• To return your order to us, please visit the following link to create your returns label: https://www.royalmail.com/track-my-return#/details/1854
• All returns must include a completed returns form, that clearly states the customer’s order number. Without it, we may not be able to process your refund.
• Our returns form can be found inside your parcel along with your packing note. A copy of our returns form can also be found attached to your dispatch email.
• Package your item up, using the original packaging and attach your returns label to the front of your parcel and take it to the post office. Make sure that you keep your proof of postage receipt.
• Please DO NOT affix any labels to products or packaging as this will cause damage to the products/ packaging and we may not be able to refund your order.
• Alternatively, you can arrange your return at your own cost - we recommend using a tracked service. Please keep your receipts as proof of postage.

How do I track my return?

• To track the delivery of your return please use the Royal Mail tracking number on your proof of postage receipt and visit https://www.royalmail.com/track-your-item
• Once your return has been delivered to us, it will then be processed within 7 working days.

How long will my return take to be processed?

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

What is your return address?

Our returns address is:

Nicholls Online

Returns Department

Ty-Berllan Mill

Crickhowell

Powys

NP8 1BW

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

If the refund period has expired, please call us on 01873 810 571 to discuss whether we are able to offer an exchange redeemable against any of our online items.

EXCHANGES – FREE ON ALL ORDERS

How do I exchange my order?

• If you would like to exchange your order, please call us on 01873 810 571 or email us at nichollsonline@wmnicholls.co.uk to check stock availability and reserve the item for you to avoid any disappointment.
• Once your item has been reserved, you can then return your order using our returns procedure outlined above. 

How long will my exchange take?

• We aim to process exchanges as quickly as possible, but please note that it may take up to 7 working days for your exchanged to be processed.

If you have requested an exchange but have not contacted us to reserve an item, and the desired item is then out of stock, your order will be refunded instead.

Please note that we can only offer a refund or exchange if the goods are in perfect, unused condition, unwashed, and with all tags intact and attached. All goods must be returned in their original, undamaged packaging; e.g. shoes must be returned in their original shoe box.

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

SHORTAGES

Please note all shortages, delivery errors or missing deliveries must be reported to us within 7 working days from the date the order was placed. Failure to notify us within this time frame may result in Nicholls being unable to rectify the problem.

FAULTY GOODS

Should you find that your item is faulty/damaged, you will have 14 days (including working days and weekends) to return the item for either an exchange or full refund.  Please contact us to discuss the issue with us and we will issue you with a pre-paid returns label.

FREE GIFTS

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

GET IN TOUCH

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