Customer Service FAQs

At Nevilles we are proud of our reputation for excellent customer service.

Complete our online returns form - the simplest and quickest way to submit your returns request.

Alternatively you can speak to us on 01322 443143 or e-mail us at customerservice@nevilleuk.com

You may find the quickest solution to your query or problem can be found by checking our list of frequently asked questions...

What are your business hours?

Our office hours are 8:30am to 5:30pm Monday to Friday.

What day is delivery due?

Following receipt of your order, confirmation of delivery will be forwarded to you. If an order is placed before 5pm orders will be delivered the next day.

Any orders for Northern Ireland, Eire and the Scottish Highlands must be placed before 4pm and are on a 2 day delivery.

I may not be available when you try to deliver

Our standard times of delivery are between 8.30am to 5.30pm Monday to Friday. Please advise us of any special requirements of delivery when placing your order.  Where possible please provide a contact name and telephone number if delivering to a customer, this will assist the courier should they have difficulty in delivering the goods. Failed deliveries where no one is available to receive goods will be subject to a surcharge. 

Who delivers my order?

We use 2 carriers, Interlink for parcel deliveries and Pallet-Force for pallet deliveries, depending on the size of the consignment & your location will determine which carrier is used. All of our carriers are committed to providing you with excellent reliability of delivery.

What are your Carriage Terms?

Carriage paid terms are:-

  • £200 Nett to UK Mainland
  • Carriage & Packing £6.95 (£4.95 if ordered online) on order under £200 nett.
  • Delivery direct to customer £7.95 (£5.95 if ordered online) There is a minimum order value of £35 nett for direct deliveries to customer’s customer. £400 Nett to N.Ireland, C.Isles & I.O.M £25.00 for orders under £400. For Southern Ireland (Eire) orders under €500 will be €40 or £31.25.
  •  Orders under £200 to the Scottish Highlands will be £25.

How do I track my delivery

You can track your deliveries on our website.  Should you require any assistance please contact the sales team on 01322 443143.

Is it in stock?

The website will show stock availability for all items. If the item is out of stock, you will see the next due delivery date into Nevilles warehouse.  Where possible an alternative product will be offered on the website should there be an out of stock item/product.

Can I have a sample?

We provide free of charge samples delivered on a next day basis.   You can order samples on our website.

What is your returns policy?

Any issues will be dealt with by the Customer Services Team within 24 hours of receipt of notification of any damages/faults/errors/general returns.

I no longer require the goods I purchased

Goods need to be reported and returned within 15 days from date of invoice (18 days from invoice for Eire and Channel Islands). This should be done via Returns Tab on our website or alternatively email Customerservice@nevilleuk.com

All returns are discretionary. A restocking charge of 15% of the goods or £15 whichever is the greater will apply to any authorised returns.

Should you wish to return goods that are no longer required, we require a reason for the return, this is to help us understand why the goods were no longer required.

Goods that are no longer required need to be returned by yourselves to Nevilles. Prior to returning you will need to obtain a Returns number. Please email Customerservice@nevilleuk.com to confirm this.

Goods must be returned to us in a saleable condition. The goods need to be returned in original packaging and no labels or writing on any of the packaging as this will void the product for credit.

It is at Nevilles' discretion should we wish to accept the goods back.

 

Some examples of what we would not be able to accept back:

Illustration of product not in saleable condition

Illustration of product not in saleable condition

Illustration of product not in saleable condition

If goods are not returned within 15 days from date of invoice they will no longer be eligible for credit.

I've had the wrong goods delivered, what should I do?

Please click on the Returns tab on the website. It must be reported within 4 days from the date of invoice (7 days from invoice for Eire and Channel Islands). Should you require a replacement or credit please advise by clicking on the Returns tab or alternatively email Customerservice@nevilleuk.com.

The goods you have sent me are damaged

Please click on the Returns tab on the website. All damages must be reported within 4 days from the date of invoice (7 days from invoice for Eire and Channel Islands).

Please note that any damages reported outside of this timescale cannot be credited.

We will require a photograph/image of the damaged product. This helps us to ascertain what may have caused this issue and resolve it as quickly as possible. It also feeds into our continuous improvement programme which has a specific focus on improving our processes so that we reduce damages/breakages and consequently improve the overall 'customer experience'.

We cannot accept liability for damaged goods which are sent on through your own carriers or other form of transport.

The goods are faulty, what should I do?

Please click on the Returns tab on the website. All our products have one year’s warranty with the exception of some of the Ceramics and Cookware (please refer to the products on our website for these warranty periods).

Please click on the Returns tab on the website and fill out the form to make arrangements for replacement, All faulty goods are checked by our qualified Quality Assurance team, a detailed report will be provided to ascertain whether the product is faulty.

Once a QA report is submitted should you not be happy with the contents then our QA team will contact you to discuss in further detail.

I have a shortage on my order?

All shortages should be reported within 4 days from the date of invoice (7 days from invoice to Eire and Channel Islands). We require any shortages to be reported to us in writing; this can be done either on our website by completing the form on the Returns tab or alternatively email Customerservice@nevilleuk.com.

Can I access my invoices/statements on line?

If you go to Your Account tab you can access your statements and print invoices from here.

If I fill up the 'Quick Order' online form completely, how can I enter a second page of product codes to my order?

Once you have entered your first page of product codes in Quick Order Entry, click on the 'add all items to basket' button and then, when you have been taken to the 'View Basket' page, simply click on the 'Quick Order' button on the top menu.

 

All our Sales Team will be happy to help with any queries that you have with our website.