FAQs

Welcome to our support portal

Frequently Asked Questions

  1. WHAT IS YOUR RETURNS ADDRESS?
    Nexus International House 64 Saint Barnabas Road LE5 4BD
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  2. DO YOU OFFER A COLLECTION SERVICE?
    Yes, we do
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  3. WHERE IS MY ORDER?
    You can track your order via our website or call us on 0116 274 4057, you just need to log into your account. Enter your order no
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Latest Questions

  1. HOW DO I CANCEL AN ORDER?
    If you discover you need to cancel your order for any reason, for example if you have ordered the wrong item, then please contact us immediately via. phone (0116 2744057) or by emailing us at info@nexus-home.co.uk and quoting your order reference number. Once you receive the cancelled order please return the item back to us with seven days of receiving the parcel. All goods must be returned unused and in their original packaging. Please be aware that unfortunately, we cannot refund goods that have been damaged whilst in your possession, nor are we are responsible for any return costs for unwanted items, you will need to arrange for the shipping yourself and ensure their safe return.
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  2. HOW TO RETURN AN ITEM?
    Returning your product if it’s unwanted: Please return your item unused and in original condition (as it was received by you) with proof of purchase within 35 days, and we’ll give you an exchange or refund. Some exceptions apply - see our refund policy for more details.
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  3. HOW TO CHANGE OR CANCEL YOUR ORDER?
    We're sorry that in most circumstances it's not possible to make changes to your order once you've placed it. If your order has already been despatched from the warehouse, then you'll need to return the unwanted item following our Returns procedure. Read 'How to return an item' for details on how to do so. If your order hasn’t left the warehouse yet, we may be able to change delivery address details, remove items from your order or cancel it completely. Please contact our Customer Services team for advice on 0116 2744057 9am - 6pm, Monday - Friday. There are some products which we cannot cancel, refund or exchange, including perishable and made-to-order items. Read our Refund policy for the full list. If you're an international customer, the terms may be different. Please find out more here.
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