Click here to use our website with more accessibility support, for example screen readers

My 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 register with standard English characters.

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.

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 create a temporary password for you, which will be sent to your registered email address.

To make your password more secure:

  • Combine letters, numbers and symbols
  • Use combinations or characters that aren’t in the dictionary
  • Make it long. Next allows passwords to be 6-12 characters long, the longer the password, the more secure it will be
  • Use words and phrases that are difficult for people to guess
  • Avoid your name or birthday
  • Don’t use sequences or repeated characters. For example ‘12345678’ or ‘qwerty’
  • 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.

    If you can’t remember your password, click ‘Forgotten Password’ and follow the instructions. We will create a temporary password for you, 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.

    How can I change my password?

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

    We will create a temporary password for you, which will be sent to your registered email address.

    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.

    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.

    Shopping with Next

    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!

    If you’d like to place your order by phone, we’re open 24 hours a day. Please note we can only take orders over the phone if you’re paying by credit or debit card. The billing address of your credit or debit card must match your delivery address.

    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.

    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 the pre-paid returns label included in your parcel. If you need a new returns label or returns note, please contact us.

    We’re sorry, it’s not possible to see your order history on your account. Just 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.

    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.

    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.

    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’.

    Payments

    "

    We accept the following credit cards: American Express, Visa, Diners & Mastercard.

    The card must be registered to the account address.

    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.

    "

    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.

    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.

    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.

    If you use the PayPal or Klarna payment option, please check with them first before contacting us.


    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.

    If you no longer live in the UK and need to make a payment to your UK Next Account, you can do so via Online Banking. Please visit https://help.next.co.uk/Section.aspx?ItemId=10389 for more information.

    Delivery

    Home delivery

    Your order will be shipped within 10 working days, actual delivery information will be confirmed at checkout.

    *Exceptions apply - Please allow extra days for local holidays, UK national holidays, weekends and sale time. Collection may be required where duties are payable.

    Additional delivery information

    In most cases your whole order will be shipped at the same time, however it may be in separate parcels. Exceptions are - Delayed items. When part of the order is delayed, in which case the delayed items will be despatched as soon as stock becomes available without any extra costs.

    Shipping to an alternative address other than the account address is not currently available.

    We are currently unable to delivery to PO Box Addresses; all orders need to be delivered to a residential address.

    Will I be charged customs fees?

    Depending on the value of your order and your specific country, you may be charged customs or import fees once your parcel arrives into your country. As stated in our ‘Terms and Conditions’, these fees must be paid by the customer and won’t be covered by Next.

    As these charges are set by your country and vary between orders, we’re unable to predict what the charges may be. For further information, please contact your local customs office before placing your order.

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

    What if not everything is available in my order?

    Any delayed items will be despacthed as soon as stock becomes available.

    You will be advised at the time of order of the expected lead times.

    I haven't received my order

    Simply check the online tracking for your parcel by clicking 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.

    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

    How can I return an item?

    You can return any unused items within 28 days of receipt by post, using the returns label on the back of your despatch note. Postage must be paid by the sender and will not be refunded by Next. (This does not affect your statutory rights).

    All returns should be sent via post to:

    NEXT PO BOX 1124

    BRADFORD

    BD4 6AU

    ENGLAND

    * If you do not return the item within the time specified we may retain the item(s) and/or not refund at all or refund the current or last selling price. All cosmetics, grooming products and certain jewellery can only be returned if found to be faulty. Where a product has a security seal, a refund or exchange will not be given if the seal is broken unless it is faulty.

    All cosmetics, grooming products and certain jewellery can only be returned if found to be faulty. Where a product has a security seal, a refund or exchange will not be given if the seal is broken unless the item is faulty.

    When will I be credited for the returned items

    Items are refunded to your card when they reach a Next warehouse.

    Please allow 28 days for the refund to show on your card

    Yes, we don’t offer free returns at the moment. Postage must be paid by the sender and will not be refunded by Next.

    The only exception to this is if you have paid by PayPal. To find out more, please visit the PayPal website https://www.paypal.com.at/webapps/mpp/returns

    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.

    When will I receive my refund?

    As soon as the returns are received at our warehouse, they will be automatically refunded within 28 days (from the day you sent your return parcel) to the method of payment used for the order.

    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 contact the payment provider/issuer to locate the refund.


    I haven't received my refund

    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 made your original payment with a card that is now expired or cancelled, please contact your bank. The refund will always be processed to your original method of payment and can’t be sent to another card.

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

    Please keep your returns tracking number until you receive your refund – you may be asked to provide this if we've not received your item(s). If you did not use our free returns label or a tracked service for the return and only have a postage receipt, you'll need to file a claim with the postal service directly.

    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.

    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.

    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.

    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.

    If you use the PayPal or Klarna payment option, please check with them first before contacting us.


    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.

    If you no longer live in the UK and need to make a payment to your UK Next Account, you can do so via Online Banking. Please visit https://help.next.co.uk/Section.aspx?ItemId=10389 for more information.

    Contact Us

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



    If you’d like to talk to one of our team, please call us directly. Our lines are open 24 hours a day, 7 days a week.


    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:

    Call us; our lines are open 24 hours a day, 7 days a week.

    Email us at International_Complaints@nextdirect.com


    Head Office Information

    Address:


    Next Retail LTD

    Desford Road

    Enderby

    Leicester

    LE19 4AT

    Great Britain


    Telephone: +44 116 319 7948


    Company Registration Number: 4521150.

    VAT Registration Number: 179 7658 90.

    Authorised and Regulated by the Financial Conduct Authority for consumer credit activity in the UK.


    Directors:

    Lord Wolfson of Aspley Guise

    Amanda James

    Jane Shields

    Company Secretary: S.L Anderson

    Terms and conditions

    Please visit the terms page.

    Confirm Country Change

    Are you sure you want to navigate away from this site?

    If you navigate away from this site
    you will lose your shopping bag and its contents.

    Cancel