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FAQs

The following document outlines the terms and conditions for the next website.
Terms Correct as of

HOW DO I OPEN AN ACCOUNT?

It’s really easy to create an account, just click onto ‘My Account’ and select ‘New Customers’ to enter your details. Please be aware that you can’t register with Hebrew characters, you can only register with standard English characters.


Please make sure your account is registered in your own name and the delivery address matches the billing address of your credit or debit card.

SIGNING IN TO MY ACCOUNT

Please click onto ‘My Account’, enter your email address and password you used when you opened your account and click ‘Sign In Now’.

It’s easy to forget your password. If you can’t remember your password, click ‘Forgotten Password’ and follow the instructions.

We will create a temporary password for you, which will be sent to your registered email address.

  • Combine letters, numbers and symbols
  • Use combinations or characters that aren’t in the dictionary
  • Make it long. Next allows passwords to be 6-12 characters long, the longer the password, the more secure it will be
  • Use words and phrases that are difficult for people to guess
  • Avoid your name or birthday
  • Don’t use sequences or repeated characters. For example ‘12345678’ or ‘qwerty’
  • UPDATING MY DETAILS

    You can change your address, telephone number and email address on your account by simply clicking onto ‘My Account’ and then ‘Edit your Details’.

    Just make sure you change your details if you’ve recently moved before placing an order.

    As we process orders quickly, we can’t change your address once you’ve placed your order. Orders placed before you updated your address details will be delivered to the address shown on your email confirmation.


    I HAVE FORGOTTEN MY PASSWORD

    If you can’t remember your password, click ‘Forgotten Password’ and follow the instructions. We will create a temporary password for you, which will be sent to your registered email address.

    If you enter your password incorrectly 3 times, you will be asked to enter a unique code shown on your screen to continue.


    We will create a temporary password for you, which will be sent to your registered email address.

    HELP WITH MY ACCOUNT

    Closing my account

    We’re really sorry to hear you’d like to close your account. Please make sure you’ve received all orders and any outstanding refunds before contacting us to do this for you.

    I WANT TO CHANGE THE MARKETING INFORMATION I RECEIVE

    If you’d like to update the Marketing information you receive from us, simply sign into ‘My Account’, tick/untick the box after ‘Communication Preference’ and click ‘Update’.

    You can also unsubscribe at the bottom of a recent promotional email. Simply click on the ‘Opt out’ link and select ‘Unsubscribe’.

    If you unsubscribe to our marketing emails you won’t receive information on the latest offers, reductions and when the Next sale will be on our website.

    It may take a few days for our records to be updated, so please don’t worry if you receive any emails within this time.

    PLACING AN ORDER

    You must have a Next account to place an order. If you're an existing customer, you can enter your registered email address and password to sign in before starting your order.

    To place an order, simply click on an item, select the size and press ‘Add to Bag’. If you know the item number, you can enter this into the search box or use our ‘Quickshop’ option. You can also browse our categories using the drop down menus at the top of the page.

    Once you’ve finished shopping, just select ‘Go to Checkout’ from your shopping bag.

    If you don’t have a Next account, don’t worry – you can create one at the checkout.

    You can then choose your method of payment and complete your order.

    We will send an email confirmation to your registered email address once the order has gone through, this can take a few hours to arrive. Remember to check your junk and spam folder too!

    If you’d like to place your order by phone, telephone lines are open from 8am till 6 pm UK time. Please note we can only take orders over the phone if you’re paying by credit or debit card. The billing address of your credit or debit card must match your delivery address.

    Please be aware that we’re unable to take payments from a kosher telephone.

    I can't check out

    If you’re unable to continue to checkout, please check that there are no ‘Sold Out’ items in your shopping bag. Simply remove these before continuing to place your order. We’re really sorry, you can’t pre-order or reserve items at this time.

    CHANGING MY ORDER

    Can I change an order?

    We process orders quickly so that your items arrive as soon as possible. This means we’re unable to change your order once you’ve placed it.

    The only exception to this is if you want to cancel an item that is on delay. Please contact us and we can help you with this.

    When you receive your order, please take a look at the items. If you still feel they aren’t suitable, just return them to us for a full refund using your preferred method. Please be aware postage must be paid by the sender and won’t be refunded by Next.

    SAVING MY SHOPPING BAG

    You can save items in your basket using the save for later button. This feature is exclusive to full price items only. Save for later is not available during sale periods.

    PROMOTION CODES

    From time to time we send promotion codes to customers. To receive your discount, simply enter the code into the ‘Promotion Code’ box at the checkout. The code is made up of a mixture of letters and numbers.

    If the promotion code isn’t working, please make sure it has been entered correctly. All promotion codes must be entered in capital letters exactly as they appear on your brochure, promotional card or email. The promotional discount will be applied immediately before payment is taken.

    All conditions and expiry dates for any current promotions can be found in our ‘Terms and Conditions’.

    CAN I SEE MY PREVIOUS ORDERS?

    We’re sorry, it’s not possible to see your order history on your account. Just check your order confirmation email; this will show all the items you've ordered and the expected delivery date.

    If you haven’t received a confirmation email within 24 hours of placing your order but have been charged, please let us know and we can check this for you.

    HELP WITH AN ORDER

    Has my order gone through?

    If you’re unsure if your order has been processed, please check if you've received an order confirmation email from us. This should be sent as soon as you’ve placed your order. If you haven’t received a confirmation email after an hour, let us know and we’ll check this for you.

    MY ITEM IS OUT OF STOCK

    If further stock of an item is expected, an estimated date will be shown in the drop-down menu, for example ‘Order now for delivery in 1-2 weeks’.

    Alternatively, why not check out our latest arrivals.

    CAN I ORDER A CATALOGUE OR BROCHURE?

    We’re really sorry, it’s not possible to order a catalogue or brochure. You can shop our extensive range of products online.

    We do send out marketing information from time to time, so please check that you’ve subscribed to receive this by going to ‘My Account’.

    WHAT PAYMENT METHODS CAN I USE?

    Our flexible payment methods mean you can pay with any of the below payment types:

    We are unable to accept cards that are due to expire with in the next 5 days. Payment details are checked and verified by a third party and goods are despatched once authorisation has been obtained.




    We take your security very seriously and have invested in the latest technology which encrypts information as it is sent to us.

    Credit and debit cards must be registered to the account address. Card details are checked and verified by a third party and goods are dispatched once authorisation has been obtained. Please also make sure that your payment card is set up by your card issuer for international payments.

    We’re sorry, we can’t accept payments from a card that’s due to expire within five days of placing your order or payments from pre-paid cards.

    CAN I PAY BY GIFT CARD?

    We’re sorry, it’s not possible to pay with a gift card online. Gift cards can only be purchased and used in the UK.

    HELP WITH SAVED CARD(S)

    I want to update my saved card(s)

    Simply go to ‘My Account’ and select the option ‘Manage Saved Cards’. Choose the card that you want to update and you will see the ‘Edit Card’ screen.


    Deleting a saved card

    Simply go to ‘My Account’ and select the option ‘Manage Saved Cards’. Choose the card you’d like to delete, and select the ‘Delete Card’ option. This will be removed from your account immediately.

    HELP WITH PAYMENTS

    I can't make a payment

    Some banks require further security checks before allowing a card payment to be processed. If your card payment is declined at the checkout, please contact your bank directly who will be able to advise you further. Please also make sure that your payment card is set up by your card issuer for international payments.

    If you use the PayPal payment option, please check with them first before contacting us.


    Has my payment gone through?

    Check if you’ve received an order confirmation email from us. This should be sent as soon as you’ve placed your order.

    If you haven’t received a confirmation email after an hour, let us know and we’ll check the status of the payment for you.


    Has my payment gone through?

    Check if you’ve received an order confirmation email from us. This should be sent as soon as you’ve placed your order. If you haven’t received a confirmation email after an hour, let us know and we’ll check the status of the payment for you.

    DELIVERY KEY INFORMATION

    Pick up point delivery

    Delivery times will be confirmed at checkout.

    Please allow extra days for delivery during Israeli holidays, UK national holidays, weekends and sale time.

    When your order has arrived at your local Post Office, they will send you a notification to let you know your parcel is ready to collect.

    Please take the notice and either your identity card or passport with you to the Post Office when you collect your parcel.


    Additional delivery information

    We’re sorry, shipping to an alternative address other than the account address is not possible. This includes a work address, PO Box or an address in another country.

    In order to avoid any unnecessary delays to your parcels being delivered, please take a moment to update your zip code in your account with your 7 digit code.

    If you are unsure on your 7 digit zip code, please visit the link below for more information:

    'https://mypost.israelpost.co.il/zipcodesearch'

    Please be aware that if you place multiple orders close to each other, they may be packed together to ensure you receive the goods as quickly as possible.


    Will I be charged customs fees?

    Depending on the value of your order and your specific country, you may be charged customs or import duties once your parcel arrives into your country. As stated in our ‘Terms and Conditions’, these fees must be paid by the customer and won’t be covered by Next.

    As these charges are set by your country and vary between orders, we’re unable to predict what the charges may be. For further information, please contact your local customs office before placing your order.

    You will be responsible for assuring that any products you order comply with state and federal government import regulations.


    Sale delivery information

    During sale periods, please allow 14-21 days for your delivery. Your delivery date will be confirmed at the time of order.


    * Subject to stock, courier availability and courier area/store location. Exceptions apply, see full terms and conditions.

    TRACKING MY ORDER

    Once your order is on its way, you’ll receive a tracking number via email.

    To track your parcel, simply click on the link in the email and you’ll be directed to the courier website. If you can’t locate the tracking email, please make sure you’ve checked your spam and junk folder.

    I HAVE A PROBLEM WITH MY DELIVERY

    I haven't received my order

    Simply check the online tracking for your parcel by clicking on the link in your email from us. If the parcel shows it’s been delivered, but you haven’t received anything, please let us know and we can help you.


    An item is missing from my parcel

    If an item is missing from your parcel, it may be delayed. In this case, it’ll be sent in a separate parcel once we receive further stock at the warehouse. Please check your order confirmation email as delayed items should be marked with an expected delivery date.

    Sometimes an item can be sent separately from a different warehouse. If an item is missing from your parcel, please check your delivery note or parcel insert as you should be advised if an item will be sent later. Also, please check if you have received a second tracking number by email, as this shows that a second parcel has been sent out.

    If you receive a damaged parcel, please check that all of the items you ordered are inside. If any items are missing or damaged, please contact us as soon as possible so we can help you.

    I've received the wrong item

    We’re really sorry if you received the wrong item/it wasn’t as described. Please contact us as soon as possible, so we can help you further.

    FAULTY ITEMS

    I've received a faulty item

    We’re really sorry you’ve received a faulty item. If the item has a visible fault on receipt, please contact us with details of the fault before making a return, so we can advise you what action to take.

    My item has become faulty

    We’re really sorry your item has become faulty in use. Please contact us as soon as possible with details of the fault before making a return, so we can advise you what action to take.

    RETURNS KEY INFORMATION

    New! We've made returning an item even easier! You no longer need to send your returns back to the UK. You can return your item to your nearest Israel Post Office and leave the hard work to us! We will deduct 25 ILS from your refund, so there's no need to pay upfront to return! Find out how below.

    How can I return an item?

    If you don’t have a returns note anymore, please contact us so that we can help you.

    Items not returned in line with the above policy may not be refunded, may be refunded at the last/current selling price or may be retained by Next.

    Not completely satisfied or ordered the wrong size or colour? You can return any unworn items (in their original condition) within 28 days of receiving your delivery for a refund. This does not affect your rights to return faulty items.Our returns process is simple, just use the returns note opposite and follow the steps below:

    1) Please log onto ‘here’

    2) Follow the stages in the portal to create your return address label. You will need your Returns Reference (shown on the right) to complete this.

    3) 25 ILS will be deducted from your refund for using this service.

    4) Tear off the completed returns note (on the right) and place it inside the parcel with the item/s you are returning (this is really important as we cannot action a refund without it).

    5) Attach the returns address label that you will print off via the portal to the outside of the parcel, making sure that the original label is not visible any more.

    6) Take the parcel to your closest Israel Post office.

    7) Your return reference number (on the right) is your proof of postage. Please make a note of this and keep it save until you receive confirmation you have been credited.

    You will receive a refund within 28 days to the payment method that you used to place your order.

    If you don’t have a returns note anymore, please contact us so that we can help you.

    Items not returned in line with the above policy may not be refunded, may be refunded at the last/current selling price or may be retained by Next.

    DO I PAY FOR RETURNS?

    Yes, we don’t offer free returns at the moment. 25 ILS will be deducted from your refund for using the above service.


    CAN I EXCHANGE AN ITEM

    We’re sorry, we don’t offer an exchange service. However, you can simply return any unsuitable items to us for a full refund as per our ‘Returns Policy’ and place a new order for the item(s) you want.

    REFUNDS INFORMATION

    When will I receive my refund?

    As soon as the returns are received at our warehouse, they will be automatically refunded within 28 days (from the day you sent your return parcel) to the method of payment used for the order.

    You'll receive a confirmation email when the item has been refunded. If you paid by card, please make sure you check your bank statement from the date of the order onwards, as your refund may be shown against the order date.

    If you paid using another payment method, please check with the payment provider/issuer to locate the refund.


    I haven't received my refund

    You'll receive a confirmation email when the item has been refunded. If you paid by card, please make sure you check your bank statement from the date of the order onwards, as your refund may be shown against the order date.

    If you made your original payment with a card that is now expired or cancelled, please contact your bank. The refund will always be processed to your original method of payment and can’t be sent to another card.

    If you paid using another payment method, please contact the payment provider/issuer to locate the refund.

    Please keep your returns tracking number until you receive your refund – you may be asked to provide this if we've not received your item(s). If you didn’t choose a tracked service for the return and only have a postage receipt, you'll need to file a claim with the postal service directly.

    HELP WITH RETURNS

    I've lost my returns note

    Don’t worry if you no longer have the returns note or label that was included in your parcel, we can send you a new one by email. You must return the items together with the returns note to avoid any problems processing your refund.

    CONTACT US INFORMATION

    If you have a question we are available to help instantly via live chat. Please click the link below to get started.


    We are now taking calls between 10:00 - 20:00 (ist) 7 days a week. Please call us on 037208292. Outside of these hours we will be happy to help you via Chat


    I have a Complaint

    If you aren’t happy with any of our products or our service, we want to hear from you.

    We always want to put things right, so please contact us using the methods below:

    Email us at International_Complaints@nextdirect.com

    Please include your name, address and contact telephone number so that we can get in touch with you as soon as possible.

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