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The following document outlines the FAQs for the next website.
FAQs Correct as of


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 only use standard English characters to register.

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.


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.

To make your password more secure:

  • 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’

    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.


    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.


    How can I change my password?

    Just sign into ‘My Account’ and select the ‘Reset Password’ link.

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


    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.


    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.


    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, we’re open 24 hours a day. 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


    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.


    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.


    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.


    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 arrivals.


    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’.


    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.


    Is there a charge for using Payment on Delivery?

    Yes,there is a minimum order value of 1000 Rubles to use the payment on delivery option, plus a small fee of 100 rubles for all orders. The fee will be applied on the delivery of your first parcel (if you have multiple parcels arriving)

    How do I use Payment on Delivery?

    It’s really easy and convenient – just place your order online & select the ‘Payment on Receipt*' payment option at the checkout. The courier will deliver your order as per the delivery date given at checkout, at which point you pay for the order and the courier will give you a receipt – that’s it.

    Can I use a promotional code when placing a Payment on Delivery order?

    It will not be possible to use any promotional codes when placing an order using the payment on Delivery payment option. Once the payment on Delivery option is selected, the option to use a promotion code won't be available.

    Can I give the courier another form of payment?

    For Payment on Delivery orders the courier will only accept cash (in the exact amount) or card. No change will be given.

    What currency should I use?

    The cash will need to be in rubles and the exact amount needs to be paid. No change will be given.

    What happens if I don't have the cash when the courier calls?

    Payments can also be made with card when the courier arrives, the courier will only hand over the parcel if the full exact amount required has been paid. No change will be given.

    Will I be notified when the courier is calling for my Payment on Delivery order?

    Yes, you'll be given a delivery date when you check out and again on your order confirmation email. Then once your order is on its way to you, you'll be sent a tracking email or text message. This email or text message contains a tracking link and your unique tracking number, so you can follow your parcel until it's delivered.

    Which courier company will deliver my Payment on Delivery parcel?

    The courier company will be DPD

    What happens if I miss the courier?

    The courier will send you a text message with instructions. You can then rearrange your delivery for a day and time that suits you.

    Can I open the parcel whilst the courier is there?

    No, we don't offer a ‘try before you buy’ service.

    What happens if I don’t want the order?

    When the parcel arrives, you can refuse the delivery with the courier if you've not opened it and they'll send the parcel back to Next.

    Can I return items I’ve ordered using Payment on Delivery?

    Yes, if you want to return an order or any items from a payment on Delivery order just follow the below instructions: Give our Customer Service Team a call between the hours of 10am-8pm Mon-Sat (MSK time). When you call, you will need to provide your bank details.

    Send the parcel back to our warehouse using your preferred method. Postage must be paid by the sender and won’t be refunded by Next.

    Your refund will be processed within 14 days (from the date we receive your return) to your bank account.

    Please refer to our returns policy for full details.

    How will my payment on Delivery returns be refunded?

    You'll need to provide your Russian bank account details. When the item(s) get back to our warehouse and have been processed, we'll send a refund to your bank, using the details you have given.

    Can I have the refund in cash?

    Currently the refund options are a credit to your nominated bank account, for all Cash Payment on Delivery returns.

    Does my refund have to go into my bank account?

    Yes. If you've used our Payment on Delivery service for your order, you'll be asked to provide your bank details which must match the name on your Next account.

    How long will my refund take?

    Your refund will be processed within 14 days (from the date we receive your return) to your bank account.

    What happens if I don't get my refund?

    In the unlikely event of this happening, please call our Customer Service Team who will be able to help.

    What happens if I have provided incorrect bank details?

    We'll contact you.

    What happens if my returns don’t get back to you?

    In the unlikely event of this happening, just call our Customer Service Team who will be able to help. You'll need to have your proof of return or postage receipt to hand.


    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.


    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.


    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.

    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.

    Home delivery

    Delivery times will be confirmed at checkout.

    Great news, shipping is currently free for all orders over 2250 rubles. Orders under 2250 rubles will be charged at 250 rubles for shipping per order.

    Your order will be delivered by either Pony Express or DPD. Click here to check the delivery time for your city.

    If you live outside of our courier delivery zone (rural areas), your parcel will be delivered by Russian Post. You can see if your location is covered by our couriers by using our Zip Checker.

    We also give you the opportunity to order from our UK stock. Delivery times will be longer for these, so please check the message at the checkout where you will be provided with an estimated delivery time.

    Also, sometimes the courier might ask for the account holder’s ID to deliver the parcel.

    For all deliveries, please allow extra days for delivery during Russian holidays, UK national holidays, weekends and sale time.

    Additional delivery information

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

    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?

    As all of our products are sold by Next LLC, there won’t be any customs charges to pay on your order.

    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.


    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 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.


    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.


    How can I return an item?

    Not completely satisfied or ordered the wrong size/colour? You can return any unworn items (in their original condition) within 28 days of receiving your order for a full refund. This doesn’t affect your rights to return faulty items. Also, cosmetics, toiletries, certain jewellery and items with a security seal can only be returned if faulty.

    All returns should be sent to the below address:

    ООО Нэкст

    Домодедово, 142050

    Район Белые Столбы

    Склады Владение 104


    Our returns process is simple, just use the returns note in your parcel and follow the steps below:

  • Select the reason code for the item(s) you are returning.
  • Tear off the completed returns note and place inside the parcel with the item(s) you are returning (this is really important as we can’t action a refund without it).
  • Peel off the returns address label and stick it to the outside of the parcel, making sure that the original label is no longer visible.
  • Return your parcel using your preferred method. Please be aware we don’t offer free returns. Postage is paid by the sender and won’t be refunded by Next. You can’t return an item purchased online to a Next store.
  • Keep your proof of return until you receive confirmation you have been refunded. You will receive a refund within 14 days to the payment method that you used to place your order.
  • For Payment on Delivery returns, please click here.

    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 credited, may be credited at the last/current selling price or may be retained by Next.


    Yes, we don’t offer free returns at the moment. No postage is paid at the time of making the return using a Smart Label, as we'll deduct $7 from your refund. If you choose to return by post, postage must be paid by the sender and won’t be refunded by Next.


    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.


    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.


    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.


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

    Chat with us

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    Call us

    We're here to help, but you might have to wait a few minutes for us to connect you.

    Chat is available 24/7 from anywhere!

    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

    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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