How do I place an order?

Placing an order on the Nicol Retailer website is straightforward. Browse the product range, add the items you want to your basket, review your order carefully and complete checkout securely online.

1. Browse our product range.
2. Select the products you would like to buy.
3. Add your chosen items to your basket.
4. Review product quantities, prices and delivery suitability.
5. Proceed to checkout.
6. Enter your delivery and contact details.
7. Choose an available delivery option.
8. Complete payment securely.

Reviewing your basket before checkout

Before completing payment, please review your basket carefully. This helps avoid delays, incorrect quantities, unsuitable delivery options or product selection errors.

• Check product names, sizes, flavours and quantities.
• Review whether products are ambient, chilled or frozen.
• Check any product restrictions or delivery requirements.
• Confirm your delivery address is complete and accurate.
• Check the total order value, delivery charge and payment amount before submitting your order.

Can I order ambient, chilled and frozen products together?

Yes. You can order ambient, chilled and frozen products together in one basket. However, the delivery options available at checkout may depend on the most temperature-sensitive product in your order.

Orders containing frozen products require UK next-day delivery. In some cases, items may be packed separately or your order may be split to help protect food safety, freshness and product quality.

• Ambient products can usually use standard available delivery options.
• Chilled products may require protective packaging and suitable courier handling.
• Frozen products require UK next-day delivery only.
• International delivery is limited to selected ambient products only.

What payment methods do you accept?

We accept the secure payment methods displayed at checkout. Available payment options may include eligible debit cards, credit cards, PayPal, Stripe, Google Pay and Apple Pay, where available.

Payment options may vary depending on your device, browser, card issuer, country, payment provider settings and checkout availability.

• Debit card payments.
• Credit card payments.
• PayPal, where available.
• Stripe card processing, where available.
• Google Pay, where available.
• Apple Pay, where available.

Is it safe to pay online?

Yes. Payments are processed securely through third-party payment providers. We do not store your full card details on our website.

Payment providers may carry out security checks before approving a transaction. These checks help protect customers, cardholders and retailers from unauthorised or suspicious payment activity.

When will my payment be taken?

Payment is taken when you place your order. Your order will normally be processed once payment has been authorised or received.

If payment is refused, declined, reversed, cancelled or flagged for security review by the payment provider, we may be unable to process the order until the issue is resolved.

• You should receive payment confirmation after successful checkout.
• You should also receive an order confirmation email.
• Your bank or payment provider may show the transaction as pending before it fully clears.
• Refund timing may depend on your payment provider, bank or card issuer.

Why has my payment failed?

A payment may fail for a number of reasons. In many cases, failed payments are caused by card issuer checks, incorrect details, insufficient funds or temporary banking issues.

• Incorrect card number, expiry date or security code.
• Billing address does not match the card provider’s records.
• Insufficient funds or card limit reached.
• Card issuer security checks or fraud prevention blocks.
• Banking app approval not completed in time.
• Temporary issue with the payment provider or card network.
• Browser, device or connection issues during checkout.

Please check your payment details and try again. If the issue continues, contact your bank, card provider or payment provider. You can also contact us through live chat if you need support with the checkout process.

Can I amend or cancel my order after placing it?

We begin processing orders quickly, especially where the order includes chilled or frozen products. This helps us maintain freshness, meet delivery timeframes and protect product quality.

If you need to amend or cancel your order, contact us through live chat as soon as possible after placing it. We will try to help, but changes may not be possible once an order has been prepared, packed or dispatched.

• Contact us immediately through live chat.
• Provide your order number.
• Explain clearly what you need to change.
• Do not place a duplicate order unless advised to do so.
• Check our returns and cancellation guidance where the order has already been dispatched.

Will I receive an order confirmation?

Yes. After placing your order successfully, you should receive an order confirmation email containing your order details.

Your confirmation email will usually include:

• Your order number.
• A summary of the products ordered.
• Your delivery details.
• The payment and order total.
• Delivery information where available.

If you do not receive your confirmation email, please check your junk or spam folder. You can also log in to your account to check your order history where available.

Need help with an order or payment?

If something does not look right with your order, payment, confirmation email or checkout process, please contact us through live chat as soon as possible.

When contacting us, please provide:

• Your order number, if available.
• The email address used to place the order.
• The approximate date and time of the order or attempted payment.
• The payment method used or attempted.
• A clear description of the issue.
• A screenshot of any error message, if relevant.