Shopping safely with Next - Covid-19 updates.

Welcoming you back! In line with the latest guidance, All of our shops in England, Scotland, Wales and Northern Ireland are fully open, with the exception of some airport stores.

Delivery to home and nextunlimited are operating as normal, and you can arrange for returns to be collected from your home (see here for returns information). For more information on nextunlimited, click here.

For information on stores, we are unable to offer our click and collect services, click here. 

Click and collect
 
Please note click and collect is available in the majority of our England, Scotland or Wales stores.  For Information on our parcel collection service for Northern Ireland see below. 
 
How to collect your orders at a store
 
1. When you arrive at the store, please stand on the designated 2 metre roundel on the floor. If there is a queue, please observe two metre social distancing at all times.
2. Give the store staff your pick-up code.
3. The member of staff will fetch your parcel and stand back so you can collect it safely.

Reserve in store and collect within 1 hour
 
We are still operating our express “Reserve and Collect” service in participating stores.  Many items in your local store can be purchased online and will be taken off the shelf and reserved for you to pick up as a “Click and Collect” order.

Simply look out for the “Store Stock Checker” button on the product page.  This is only shown when the item is available for express reserve and collect.  When you click this button, enter your postcode or location to check stock in your nearest store, then pay for your order online. We will reserve and prepare the item in under 1 hour, and text you when it's ready. You can then collect anytime thereafter, that’s it.  Please follow the COVID safety instructions above when collecting your order.

Online Returns

You can arrange a return from home (courier pick-up) or return to stores. 

How to re-arrange a courier collection (return from home) - England, Scotland, Wales & Northern Ireland.

- Go to My Account section on the website by either clicking here or by clicking the icon at the top of the website.
- Click on “Arrange a Return” and follow the instructions including choosing your preferred day and pick up instructions.   

We will generate a refund / credit your account. For NextPay / Next 3 Step accounts within 7 working days, Debit/Credit card & PayPal payments will be credited within 12 working days.
All returned items will be quarantined before they enter the Next Warehouse for 72 hours to protect our employees.

How to return items to a Next store.

1. When you arrive at the store, place your items directly onto the table, and confirm your surname with staff. If there is a queue, please observe 2 metre social distancing at all times.
2. Stand back on the designated 2 metre roundel on the floor.
3. The member of staff will take your items to be processed.
4. The member of staff will give you a receipt as proof of your return and stand back so you can collect it safely. 

Please note, we cannot currently process returns of products you have purchased in store. You will have an extra 14 days after stores re-open to return these items.

Delivery to Home

If you are shopping online for delivery to home, download the Hermes app to organise your contact-free delivery. You can now organise contact-free delivery with the Hermes App by using the ‘My Places’ feature. We are also delivering larger items, but to ensure safety these orders will be delivered to the entrance of your home only and no assembly service or removal of packaging will be available at this time.

Next furniture delivery

To ensure the safety of our delivery drivers and customers during the Coronavirus Pandemic (COVID-19), we’ve made some changes to the way larger items are delivered.

1. Our delivery team will deliver your item(s) to the room of your choice. To avoid prolonged interaction we will limit the amount of time within your property to 15 minutes.

2. If you have ordered an upholstered item, we would usually offer to fit the feet and take away the packaging. Feet fitting will still continue, as long as it can occur within the 15 allotted minutes. 

3. If you would prefer for us to leave the item outside of your property (eg., on your driveway) - please just let the drivers know when they arrive.

4. Our drivers will be wearing face protection and will always stay 2-metres away from you. They may politely ask you to step back a bit if necessary, please don’t take offence, this is to keep everyone safe and we hope you will understand. 

5. The driver will sign for your delivery and take an image of the item to confirm your delivery and/or collection has been successful.

If your item(s) is in stock immediately, you’ll be able to select a delivery date at the time of placing your order. We’ll aim to deliver as soon as possible, but the earliest available date could be up to 2 weeks away. If your item(s) are not in stock, we’ll contact you once they are available. You’ll receive an email and or/text containing a link to our booking system where you’ll be able to choose a suitable date for your delivery. We will send you a notification 3 days prior to your delivery date and a reminder the day before with a 2 hour window so that you can better plan your day. 

We are unable to offer an assembly service at this time, this is to reduce the amount of time our teams and customers are spending in close contact.

To protect the safety of our customers and delivery teams alike, we are currently unable to deliver to households who are isolating from Coronavirus for any reason. If this affects your delivery please let us know by calling us on 0333 777 8999* and we'll be happy to keep your delivery until a suitably safe time. 

*For call charges contact your service provider

Managing your account & financial difficulties

How can I manage my Next account? 

You can still manage your account as usual online 24/7. Log in to the ‘My Account’ section, and here you will be able to view your orders, statements and account summary. You can also change your personal details, delivery addresses or arrange a courier return here. 

What if I’m experiencing financial difficulties? 

If you are experiencing financial difficulties due to Coronavirus (COVID-19), we may be able to offer an Emergency Support Plan*. An Emergency Support Plan will be set for 3 months, with a minimum payment of £1 per month. We are sorry but we are currently unable to accept payments below £1 per month. 

During the term of the plan, you will not be able to place any orders using your Next credit account. This plan will not negatively impact your credit rating. Interest will continue to be charged at your standard rate. 

To apply for an Emergency Support Plan, please go to the Contact Us section and complete an email form using the enquiry option of “COVID - 19 request emergency support”. Once we receive your completed form, we will deal with your request and send an email confirmation back to you. 

*Deferring your payments may result in increased costs in the longer term and you will be unable to place any further orders using your credit account whilst the Emergency Support Plan is in effect. When the plan ends, you must make at least one normal minimum monthly payment and receive one further statement before you can place further orders. Please consider this before entering into this plan and only use it if you need immediate and temporary support. If you can afford to make your payments, please continue to do so. Please don’t cancel or reduce your payments until your plan is confirmed.

Keeping our Warehouses Safe

How we're keeping staff safe in our warehouses

We’ve introduced extra safety measures to protect our warehouse staff, ensuring staff that want to come to work are safe, can carry out their work safely, and feel safe. Press the play icon below to see some of the changes we’ve made:

Refunds & giftcards

I’ve been issued a refund card, but your stores are closed, how can I redeem it? 

Refund cards cannot be redeemed online and must be spent in a Next store. Cards are valid for 24 months from the date of issue. Please refer to the back of the card for our terms and conditions. 

I have a Next gift card, how can I spend it? 

Gift cards can be spent online or in-store. To use your card in-store, simply present your card at the checkout when you pay. To use your card online, you can redeem some or all of the amount by going to ‘My Account’ and selecting ‘Payments’ and then ‘Giftcard payment’. Gift cards are valid for 24 months from the date of issue.

If you have any other questions, please visit our FAQs or contact us for more information.