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My account

It’s really easy to create an account, just click onto ‘My Account’ and select ‘New Customers’ to enter your details. You are able to use the German alphabet when registering your name and address. If your email address contains the Umlaut, you will need to register an alternative email address.

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.

    What Is Right To Be Forgotten?

    Right to be forgotten is a right under the General Data Protection Regulation (GDPR), which enables an individual to request the deletion or removal of their personal information, where there is no reason to keep processing it.

    If you exercise your right to be forgotten, you will be required to provide your personal information again, should you wish to open an account.

    Should you wish to continue shopping with us and would just like to stop receiving marketing communication, you can leave your account open and simply amend your contact preferences by:

  • Signing into My Account with your password
  • Selecting Change Details
  • Selecting Contact Details
  • You can manage many of your account preferences when signed into your account on the Next website.

    Our Customer Service team can also assist you should you wish to close your account.

    *For call charges please contact your service provider

    How Do I Apply To Be Forgotten?

    The right to be forgotten cannot apply where there is a reason why we would need to continue to retain or process your personal information; however, if you meet the following criteria we will remove your personally identifiable information from our operational databases:

  • Payments for any outstanding balances and/or orders should be made and cleared
  • There must be no orders waiting to be or in the process of being dispatched
  • Please be aware that if we forget you, this will not remove any credit searches or updates which may have been made to your credit file, as these are maintained by third party credit reference agencies; however, we will inform the credit reference agencies the account has been closed.

    If you would still like to be forgotten, we just need you to complete the request form, which you can print now by clicking here or by getting in touch with our Customer Service team on 0800 589 0746* who can send the form to you. Once we receive your request, we will assess whether we are able to forget you fully or remove your personal information from our operational databases.

    Clearing any outstanding balances can be done at any time; we do not require a request to be forgotten first; however, it may take longer to forget you if we are waiting for any payments to be received. Your account will also be closed as part of the right to be forgotten process.

    You can post this form to us at:

    Next Retail Ltd

    Gedding Road

    Leicester

    LE5 5DW

    Or you can email the form to: RTBF@next.co.uk

    Once we’ve received the completed form, we will contact you within 30 days to let you know the outcome of our assessment and confirm what action we will take next.

    *For call charges please contact your service provider.

    What Information Do You Have On Me To Forget?

    When you registered with us we would have taken some personal details from you including your name, address, registered email address and telephone number to verify who you are and, if opening an account with a credit facility, conduct a credit search.

    Whilst you are registered with us, it is necessary to retain your personal details to send you marketing mailings and fulfil any order you place.

    It’s important to note, if you do exercise your right to be forgotten, this will not remove any credit searches or updates which may have been made to your credit file, as these are maintained by third party credit reference agencies.

    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.

    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.

    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’.

    We’re sorry, it’s not possible to use a promotion code if you choose the ‘Klarna’ payment option.

    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’.

    Under the Consumer Contracts Regulations 2013 you have the right to cancel and return your order. If you want to cancel/return your order you must tell us within 14 days (beginning on the day after the day you receive the goods), and you then have 14 days to return the items.

    Please be aware that your right to cancel does not apply to certain goods that we sell, please see our terms and conditions for further information.

    You must inform us of your wish to cancel within 14 days following the date of receipt and must take reasonable care of the products and not use them.

    You can inform us by contacting us by email.

    You should return products to us in their original packaging, wherever possible within 14 days after you have informed us of your wish to cancel.

    *Lines Are Open : 24 hours, 7 Days A Week

    Payments

    You can use any payment type listed below:




    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.

    If you choose Klarna as a payment method, an email will be sent directly from Klarna to you with an invoice for payment, so keep checking your registered email address. Please bear in mind that if you choose Klarna, they may apply a limit, which can vary for each customer. You can find further information at www.klarna.com

    We’re sorry, it’s not possible to use a promotion code if you choose the ‘Klarna’ payment option.

    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

    Great news, shipping is currently free for all orders over €30. Orders under €30 will be charged at €3 for shipping per order.

    Your order will be delivered by DHL Paket. Delivery times will be confirmed at checkout. Please allow extra days for delivery during German holidays, UK national holidays, weekends and sale time.

    Additional delivery information

    We’re sorry, shipping to an alternative address other than the account address is not possible. This includes a work address, PO Box or an address in another country. However, you can register at www.paket.de to benefit from multiple delivery options to make receiving your order even easier.

    Please note to ensure successful delivery, the recipient’s name must match the name on the doorbell and/or the letterbox of the delivery address. The delivery address also needs to be your registered address. Without this, we can’t guarantee successful delivery of your order.

    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?

    Depending on the value of your order and your specific country, you may be charged customs or import duties 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.

    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.

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

    Free Delivery offer available on all orders over €30.

    5 day delivery to your chosen Hermes Paket Shop (orders placed by 1.30pm local time).

  • Shop as usual. At the checkout page, choose 'Hermes PaketShop Collection' and select your chosen pickup point. A full list of pickup points can be found here (https://www.myhermes.de/paketshop/)
  • You will receive a confirmation email or SMS with details of when and where to pick up your parcel.
  • Collect your parcel at your convenience. It will be held for 10 days at the local shop before being returned to our depot.
  • Make sure to bring your order confirmation email/SMS and a valid form of personal identification.
  • For further information, please read our delivery Terms and Conditions.
  • 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?

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

    Also, cosmetics, toiletries, certain jewellery and items with a security seal can only be returned if faulty.

    Our returns process is simple, just use the returns note opposite and follow the steps below:

  • Select the reason code for the item/s you are returning.
  • Tear off the completed returns note and place inside the parcel with item(s) you are returning (this is really important as we can not action a credit/refund without it).
  • Peel off the returns label (DHL or Hermes) and stick it to the outside of the parcel, making sure that the original label is not visible any more.
  • Take your parcel to a Post Office or Hermes PaketShop to return free of charge. (Stores outside of the UK & Republic of Ireland cannot accept returns).
  • Keep your proof of return until you receive confirmation you have been credited. You will receive a refund within 14 days to the payment method that you used to place your order.
  • Please note that this returns policy does not affect any of your statutory rights or claims. In particular, these terms do not limit your statutory withdrawal right or any warranty claims. These terms are related only to our voluntary returns policy. For information about your statutory withdrawal right, please click here.

    If you have ordered Next items through one of our partner companies, for example Otto or Zalando, please contact them directly regarding returns.

    All returns are free of charge via the Post Office when using our pre-paid returns label. Please contact us if you need a new one.

    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.

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

    Our returns process is simple, just use the returns note opposite and follow the steps below:

  • Select the reason code for the item/s you are returning.
  • Tear off the completed returns note and place inside the parcel with item(s) you are returning (this is really important as we can not action a credit/refund without it).
  • Peel off the returns label (DHL or Hermes) and stick it to the outside of the parcel, making sure that the original label is not visible any more.
  • Take your parcel to a Post Office or Hermes PaketShop to return free of charge. (Stores outside of the UK & Republic of Ireland cannot accept returns).
  • Keep your proof of return until you receive confirmation you have been credited. You will receive a refund within 14 days to the payment method that you used to place your order.
  • 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

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



    You can also contact us via email at DEhelp@nextdirect.com

    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.

    Financial Complaints

    In the unlikely event that we are unable to resolve a complaint with you directly, you have the right to refer the dispute to the EU’s Online Dispute Resolution Platform at http://ec.europa.eu/odr. If you decide to use this service, please use the following Next email address when completing the form ODR@next.co.uk.

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