How can we help?
Find help with your order, delivery, returns, refunds, payments and account. Our Help Centre gives you quick answers and directs you to the right support route.
Popular help topics
Choose a category below to find clear guidance on common customer questions.
Orders
Help with placing an order, checking your order details and understanding when your order is accepted.
- View your orders
- Order confirmation emails
- Changing details after checkout
- Cancelling an order before dispatch
Delivery
Information about delivery options, courier tracking, delivery times and missing parcels.
- Delivery charges and options
- Tracking your parcel
- Delayed or missing deliveries
- Incorrect delivery address
Returns and Refunds
Guidance on eligible returns, damaged items, incorrect items and refund processing.
- Returns and Refund Policy
- How to request a return
- Refunds to original payment method
- Items that may not be returnable
Payments
Help with card payments and third-party payment providers used at checkout.
- Debit and credit card payments
- PayPal payments and refunds
- Stripe card processing
- Google Pay and Apple Pay
Account Support
Help with logging in, resetting your password, updating details and viewing previous orders.
- Log in to your account
- Resetting your password
- Updating billing and delivery details
- Viewing previous orders
Products and Stock
Find support with product availability, product details, substitutions and product concerns.
- Product availability
- Product descriptions and images
- Damaged or incorrect products
- Product quality concerns
Frequently asked questions
These answers cover the most common questions customers ask before and after placing an order.
Start live chatHow do I know my order has been received?
After placing an order, you should receive an order confirmation email. Please check your junk or spam folder if it does not arrive. Your order will normally be processed once payment has been authorised or received.
Can I change my order after checkout?
Please contact us through live chat as soon as possible. We will try to help, but changes may not be possible once an order has been processed, packed or dispatched.
Can I cancel my order?
You may be able to cancel your order before it has been dispatched. Once an order has been dispatched, you may need to follow our returns process, subject to product type and any return exclusions.
How do I track my delivery?
Where tracking is available, your tracking details will be provided after dispatch. You can also check your order status through your account or contact us by live chat for assistance.
What should I do if my parcel has not arrived?
Please check your tracking information first. If the courier shows the parcel as delayed or delivered but you have not received it, contact us through live chat with your order number so we can review the matter.
What should I do if my item is damaged or incorrect?
Please contact us promptly through live chat with your order number, photographs of the item and packaging where relevant, and a clear explanation of the issue. This helps us review the matter quickly.
Can I return an item?
Many online orders may be eligible for return, but some products may be excluded for hygiene, safety, freshness or perishable product reasons. Please check our Returns and Refund Policy before sending anything back.
How long does a refund take?
Refunds are normally returned to the original payment method used for the order. The time it takes to appear in your account may depend on the payment provider, your bank or card issuer.
Which payment processors do you use?
Payments may be processed securely by third-party providers, including PayPal, Stripe, Google Pay and Apple Pay, where available at checkout. We do not store your full card details on our website.
Why does my payment show PayPal, Stripe, Google Pay or Apple Pay?
These providers may process payments on our behalf. If your payment or refund was processed by one of these providers, your bank statement may show the provider’s name as part of the transaction details.
What should I do if I cannot see my refund?
First check your bank account and card statements, and allow time for your payment provider or bank to process the refund. If the payment was made through PayPal, Stripe, Google Pay or Apple Pay, you may also need to check directly with that provider.
Do you store my card details?
No. Card payments are processed securely by third-party payment providers. Nicol Retailer does not store your full debit or credit card details on its website.
How do I contact Nicol Retailer?
The quickest way to contact us is through live chat. Please provide your order number and a clear explanation of your query so that our team can assist you efficiently.
Still need help?
Our support team can help with order queries, delivery issues, returns, refunds, payment questions and account support. Please use live chat for the quickest response.
Nicol Retailer Limited
15-16 Dodson Way, Fengate, Peterborough, PE1 5XJ
Telephone: 01733 602488
Support: Use the live chat button on this page