Delivery and Returns Policy.
Delivery
We offer FREE delivery to all UK mainland destinations for orders over £40.00.
For orders under £40.00, a £4.95 shipping fee (inc. VAT) will apply.
We aim to deliver the next working day for orders placed before 2pm. Orders placed after 2pm will typically arrive within 2 working days.
Exceptions apply:
- Scottish Highlands: 3-5 working days
- Northern Ireland: 3-5 working days, with a £15 delivery charge on orders under £40.00.
Unfortunately, we are unable to deliver to the Channel Islands and Isle of Man at this time.
Please note these delivery timescales are not guaranteed and can be influenced by varying conditions such as carrier demand and weather conditions.
Responsibility for the product(s) transfers to you once your order has been delivered to your specified address or upon third-party delivery notification.
Returns
We hope you are delighted with your purchase from nielsen. However, if you’ve changed your mind, your item isn’t quite what you expected, or it arrives faulty, we’re happy to offer an exchange or refund.
Please return your item within 14 days of notifying us of your return request. Items should be well packaged, unused, and in their original box or packaging. All returns should be sent to Nielsen Design Limited following the instructions provided by our Customer Service Team.
Refunds will be issued to your original payment method (including original delivery cost where applicable). We aim to process refunds within 1-5 working days of receiving your returned item. Please allow up to 5 days particularly during busy periods.
How to return items due to change of mind
If you have received your item and changed your mind, or ordered the wrong size, please let us know within 14 days. A standard return fee of £5.95 will typically apply, however for large orders or heavy items, a higher fee may be charged, which will be clearly communicated when you submit your return request. The return fee will be deducted from your refund.
To arrange your return, please email nielsenshop@nielsendesign.co.uk.
You will need to include the following details:
- Name
- Email address
- Order number
- Product name
- Contact phone
- Return reason
Our Customer Service Team will be in touch with you (usually within 24hrs) to advise of a solution and arrange the return.
You can also register a return by logging in to your account and selecting your order history.
How to return delivered items damaged in transit
If your item has been damaged in transit, please report it within 14 days of receipt. Once your claim is approved, we will arrange collection of the damaged item and provide a replacement or refund.
Please report this to us via email, nielsenshop@nielsendesign.co.uk.
You will need to include the following details:
- Name
- Email address
- Order number
- Product name
- Contact phone
- Photos of packaging
- Photos of the damaged item
Our Customer Service Team will be in touch with you (usually within 24hrs) to advise of a solution and arrange the return.
You can also register a return by logging in to your account and selecting your order history.
Can I cancel or edit my order?
After you complete your purchase, we’ll begin processing your order immediately to ensure prompt shipping. This may limit our ability to make changes once processing has started. If you need to cancel or modify your order, please contact us as soon as possible, and we’ll do our best to help.
Trade Delivery & Returns
Please note that this policy is separate from our trade business, Delivery and Returns Policy.
If you have any questions about our delivery and returns policy, you can contact us:
By sending us an email: nielsenshop@nielsendesign.co.uk.
By calling us: +44(0)1379 646310
