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Shopping safely with Next - COVID-19 updates
As we adjust to a new normal, we’ve made some changes to help protect our colleagues and customers when shopping online and in-store. This guide is to help you understand the changes we have made, and answer any questions you may have.
Most of our shops are now open, you can click here to see their opening times. To protect our customers and colleagues, we've introduced social distancing and hygiene measures in our stores. Press the play icon below to see some of the changes we’ve made:
A limited number of customers and staff will be in the store at any time, ensuring everyone has plenty of space.
Throughout our stores, you will find dedicated hand sanitising stations.
We’re limiting the number of customers in our stores, ensuring that everyone can remain 2 metres apart. We’ve added floor markings to help everyone keep their distance.
To limit contact, we are only accepting card payments in-store at this time.
Our checkouts are now fitted with protective screens, to protect both our customers and colleagues.
You can now also make contactless returns in-store at any checkout point.
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:
We’ve introduced staggered entry and a one-way system in our warehouses to help with social distancing. All of our warehouse staff have been provided with sanitisers and we’ve installed new sinks for handwashing.
We’re limiting the number of warehouse colleagues working at any time, as a result, we are limiting the number of customer orders that we can take each day.
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.
2-person furniture delivery
How are you ensuring safety when delivering 2-person items?
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.
2. If you have ordered an upholstered item, we would usually offer to fit the feet and take away the packaging. To reduce the amount of time our delivery team is in your home, we will be unable to assist you with this at the moment.
3. 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. 4. The driver will sign for your delivery and take an image of the item to confirm your delivery and/or collection has been successful.
When will my furniture be delivered?
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.
Will you still be providing an assembly service?
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.
I’m currently self-isolating or a member of my household is suffering from the Coronavirus; can you still make the delivery?
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
Returns, refunds & giftcards
How can I make a return?
You can make a return at any open Next store at the checkout. Alternatively, you can return items from your home via courier. Simply visit the ‘My Account’ section of next.co.uk, select ‘Arrange a Return’ and follow the on-screen instructions. A £2 returns charge will apply.
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 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.
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.
If you have any other questions, please visit our FAQs or contact us for more information.
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