HOW DO I OPEN AN ACCOUNT?

It’s really easy to create an account, just click onto ‘My Account’ and select ‘New Customers’ to enter your details. Please be aware that you can only use standard English characters to register.

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

SIGNING IN TO MY ACCOUNT

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

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

We will send you a link to reset your password, which will be sent to your registered email address.

To make your password more secure:

UPDATING MY DETAILS

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

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

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

If you would like to change the name on your account, please contact us.

I HAVE FORGOTTEN MY PASSWORD

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

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

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

UPDATING MY PASSWORD

How can I change my password?

Just sign into ‘My Account’ and select the ‘Reset Password’ link.

We will send you a link to reset your password, which will be sent to your registered email address.

HELP WITH MY ACCOUNT

Closing my account

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

I WANT TO CHANGE THE MARKETING INFORMATION I RECEIVE

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

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

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

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

PLACING AN ORDER

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

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

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

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

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

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

We aren’t able to place an order over the phone for you, so if you experience any difficulties placing your order online, please contact us and we can guide you through the process.

CHECKING OUT

I can't check out

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

CHANGING MY ORDER

Can I change an order?

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

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

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

SAVING MY SHOPPING BAG

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

PROMOTION CODES

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

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

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

CAN I SEE MY PREVIOUS ORDERS?

Yes you can see your previous orders by logging into the 'My Account' page and selecting 'My Orders'. You can also check your order confirmation email; this will show all the items you've ordered and the expected delivery date.

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

HELP WITH AN ORDER

Has my order gone through?

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

MY ITEM IS OUT OF STOCK

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

Alternatively, why not check out our latest arrivals.

CAN I ORDER A CATALOGUE OR BROCHURE?

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

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

WHAT PAYMENT METHODS CAN I USE?

Our flexible payment methods mean you can pay with any of the below payment types:

Mastercard, Visa / Visa Electron, Apple Pay, American Express, PayPal and Tamara.

We are unable to accept cards that are due to expire with in the next 5 days. Payment details are checked and verified by a third party and goods are despatched once authorisation has been obtained.

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

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

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

Tamara now available. For more information - Tamara

Some promotions are not available when checking out with Apple Pay Express Checkout.

CAN I PAY BY GIFT CARD?

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

HELP WITH SAVED CARD(S)

I want to update my saved card(s)

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

Deleting a saved card

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

HELP WITH PAYMENTS

I can't make a payment

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

Has my payment gone through?

Check if you’ve received an order confirmation email from us. This should be sent as soon as you’ve placed your order. If you haven’t received a confirmation email after an hour, let us know and we’ll check the status of the payment for you.

DELIVERY KEY INFORMATION

Home Delivery

Delivery times will be confirmed at checkout.

Great news, shipping is currently free for all orders over 150 AED. Orders under 150 AED will be charged at 20 AED for shipping per order

Please allow extra days for delivery during UAE holidays, UK national holidays, weekends and sale time. Collection may be required where duties are payable.

Your order will normally be delivered within 3 - 4 working days. Delivery lead times will be confirmed at checkout.

Additional delivery information

We’re sorry that shipping to an alternative address in another country is not possible.

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

Will I be charged customs fees?

You will be responsible for assuring that any products you order comply with state and federal government import regulations.

Our terms of sale to our customers in the UAE are DDP - Delivered Duty Paid. That is to say, the amount paid by you is fully inclusive of delivery to the specified delivery address and all duties, taxes and customs clearance fees.

Sale delivery information

During sale periods, please allow 14-21 days for your delivery*. Your delivery date will be confirmed at the time of order.

*Subject to stock, courier availability and courier area/store location. Exceptions apply, see full terms and conditions.

TRACKING MY ORDER

Want to know the current status of your orders and returns? Simply log into 'My Account' and click on 'My Orders' to see the latest tracking information for your parcel.

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

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

I HAVE A PROBLEM WITH MY DELIVERY

I haven't received my order

Simply check the online tracking of your parcel by logging into 'My Account' and click on 'My Orders.

Alternatively, you can also click on the link in your email from us. If the parcel shows it’s been delivered, but you haven’t received anything, please let us know and we can help you.

An item is missing from my parcel

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

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

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

I've received the wrong item

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

FAULTY ITEMS

I've received a faulty item

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

My item has become faulty

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

RETURNS KEY INFORMATION

How can I return an item?

Not completely satisfied or ordered the wrong size/colour? You can return any unworn items (in their original condition) within 28 days of receiving your order for a full refund. This doesn’t affect your rights to return faulty items.

Our returns process is simple, just use the returns note in your parcel and follow the steps below:

DO I PAY FOR RETURNS?

25 AED will be deducted from your refund for returning your goods.

CAN I EXCHANGE AN ITEM

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

REFUNDS INFORMATION

When will I receive my refund?

Your returns will be refunded automatically to the method of payment used for the order.

Please allow 28 days for the refund plus the additional time in the table below (which varies by payment method).

You'll receive a confirmation email when the item has been refunded. If you paid by card, please make sure you check your bank statement from the date of the order onwards, as your refund may be shown against the order date.

If you paid using another payment method, please check with the payment provider/issuer to locate the refund.

HELP WITH RETURNS

I've lost my returns note

Don’t worry if you no longer have the returns note or label that was included in your parcel, we can send you a new one by email. You must return the items together with the returns note to avoid any problems processing your refund.

CONTACT US INFORMATION

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

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Chat is available 24/7 from anywhere!

We are now taking calls between 06:00 - 20:00 UK time, Monday to Sunday.

I have a complaint

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

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

Email us at International_Complaints@nextdirect.com

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

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Terms and Conditions

Privacy Policy

Product Recall and Safety Notice Information

Accessibility Policy

Childrens Sizing

Womens Sizing

Mens Sizing