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 delivery charge (inc. VAT) will apply. However, orders under £40.00 containing aluminium length profiles are subject to a flat-rate delivery charge of £9.95 per order (inc. VAT), regardless of quantity purchased.

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:

1. Scottish Highlands: 3-5 working days
2. 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, 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 here to help!

How to return items due to change of mind:

If you have received your item/s and changed your mind, please let us know within 14 days of receipt. A standard return fee of £5.95 will typically apply except for orders >£250 (see below). Return fees will be deducted from your refund.

We reserve the right to charge a higher return fee for large orders >£250. In these cases, a return fee will be confirmed when you submit your return request. Alternatively, if you would like to clarify return fees ahead of placing your order, please contact our Customer Service Team at nielsenshop@nielsendesign.co.uk.

To arrange a return, please email: nielsenshop@nielsendesign.co.uk.

You will need to include the following details:

1. Name
2. Email address
3. Order number
4. Product name
5. Contact phone
6. Return reason

Our Customer Service Team will be in touch with you (usually within 1 working day) to advise of a solution and arrange the return.

Please return your item(s) within 14 days of notifying us of your return request. Items should be well packaged, unused, and in their original box or packaging.

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.

You can also register a return by logging in to your account and selecting your order history.

How to return faulty or damaged items:

If you have received your item/s and there is a fault or damage, please let us know within 14 days of receipt. Once your claim has been assessed and approved, we will arrange for the item to be returned to us and provide a replacement or refund.

To arrange a return, please email: nielsenshop@nielsendesign.co.uk.

You will need to include the following details:

1. Name
2. Email address
3. Order number
4. Product name
5. Contact phone
6. Photos of packaging
7. Photos of the damaged item

Our Customer Service Team will be in touch with you (usually within 1 working day) to advise of a solution and arrange the return.

Please return your item/s within 14 days of notifying us of your return request. Items should be well packaged, unused, and in their original box or packaging.

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.

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