For Sales and Advice: +44 (0)1202 619 500 // sales@nixxee.com

FAQs

I’m an end consumer, can I order from the website?

As we are a trade only platform we do not sell to end consumers but we have some fantastic stockists who carry our products. Just visit our stockists section to find out more.

I’m a trade customer, how do I register for an account?

If you visit the trade account section, you can register and we will contact you within one working day. Once approved you will receive a confirmation email and password to access your trade prices. If you haven’t been contacted, please email sales@nixxee.com or call +44 (0)1202 619 500.

Why register on nixxee.com?

As a trade registration, you get access to many benefits that are not available offline. These include:

·       Access to your credit limit and order history

·       Hassle free returns processing

·       The ability to split trade packs while receiving the lower trade pack price*

·       No minimum order value – offline this is £250 (ex VAT)

·       Downloaded images and catalogue

·       Free sample packs**

Who will manage my account?

Every nixxee customer has a dedicated account manager and you will be given their contact information when you register. They will also contact you directly.

Do I have a local representative that will visit me?

We don’t have a field sales team but we do make every effort to get to know our customers and find out what is important to them. For this reason, our customer service representatives travel the country to get to know our customers and will make monthly telephone contact or as often as you dictate. We know how busy our customers are so we try to provide all the required information and leave the decision making to them.

Some customers do like us to call them to help with monthly ordering and this is something we are happy to do. Just mention it to your account manager.

Do you attend any trade shows?

Yes, we exhibit at Exclusively Housewares and Top Drawer London and will be organising regional road shows in 2017 so customers and potential customers can see everything we offer.

How do I keep up to date on the latest products and promotional offers?

When you register with nixxee you can opt to be added to our newsletter. We send out a newsletter every two weeks and this is often the only source of promotional offers so we strongly recommend that you sign up for this resource.

What if the offers aren’t relevant for me?

We try our best to tailor email and general marketing content based on your order history and the nature of your business however you can unsubscribe at any time.

How does the brand_shift work?

On some of our products you will see the brand_shift sash. This means these brands ship direct from the brand themselves directly to you, this is also known as the drop ship model. As different brands are in different areas the carriage charges do vary so please make sure you read these before placing an order. Any brand_shift product will not be included in a UK carriage paid order and we strongly suggest that you place a separate order for any brand_shift brand. These brands and products are clearly marked through the ordering process however you will be contacted by your account manager if the order doesn’t meet the criteria. They will then guide you through the process.

For further information on this procedure please email sales@nixxee.com and we will send you a detail criteria for each brand.

Why use brand_shift?

The great thing with this process is that you only have one invoicing point. You may order UK stock and then from a brand_shift partner and you will make payment directly to nixxee for all. This gives you access to many brands without the hassle of dealing with many supply accounts.

Do you ship internationally?

We do offer some of our brands to international retail customers. If your country is shown in the country field during the registration process, we are already dispatching to your region. Once registered we will contact you and inform you of the brands we can deliver and associated dispatch charges if they apply.

If your country isn’t shown, please email sales@nixxee.com or call us on +44 (0)1202 619 500 as we may be able to add you to the dispatch list.

Can you ship to a residential address?

Unfortunately, we cannot ship to a residential address through our standard carrier. If you require a delivery to a residential address, we will try and facilitate this for you however you may need to pass some further security checks.

How long will my order take?

If you are a UK mainland customer ordering UK stocked lines, we deliver the next working day for all orders placed by 3pm. For international customers, this will vary depending on location but you can expect all deliveries within 7 working days. The delivery time for brand_shift products depends on the capabilities of the dispatching brand but we target all brands to deliver to our customers within 7 working days.

All our UK and international orders dispatch through Fedex and most our brand_shift partners also use Fedex. If they don’t use our Fedex service, we will inform you of the courier before your order dispatches.

Is my order tracked?

Yes, all orders are tracked and you will receive an email with tracking details as soon as your order dispatches. If you don’t receive this email, please contact us immediately and we will provide tracking details. Please wait until the morning after you place your order to check tracking information as the system will update in the early hours of the morning.

What trading terms are available?

All initial orders are on a proforma or cash payment basis however we can then offer credit terms if approved by our credit insurers. You can download your credit application form here. For further information please speak to your account manager or email sales@nixxee.com.

We require an electronically signed copy of our trading terms before a line of credit can be offered.

How do I know what my available credit is?

On our website, you can see you credit availability in the eWallet balance. This updated automatically and if you don’t have sufficient funds for the order the balance can be paid by debit or credit card. Alternatively, you can pay down your outstanding balance to free up your full credit limit. We will still process your order if you have insufficient funds on your credit account and one of the team will make contact to arrange for payment to release the goods.

I’m an international customer, do you offer credit terms?

At present all international customers are on proforma terms or a credit/debit card payment can be made via the website. We are working with our credit insurers to offer terms for overseas customers so please contact us if you would like to discuss further.

How do I order from nixxee?

The best option is to order via our website as it has live stock levels and you get the best deal possible. However, you can also order by emailing sales@nixxee.com or by calling +44 (0)1202 619 500.

What if a product is out of stock?

If a product isn’t available this will be shown on our website and we recommend that you click the email me when back in stock option. If you enter your email address you will receive an email the moment the product comes back into stock, making sure you get your stock first. Where available we will also provide an estimated availability date on the website. Alternatively, please email sales@nixxee.com or call +44 (0)1202 619 500.

Do you hold back orders?

In general, we do not hold back orders although we may deviate from this in exception circumstances where demand is greatly beyond our supply capabilities. We do also offer the option to place pre-orders for new product launches and the availability date will be shown on the website.

What happens after I’ve placed my order?

As soon as your order is confirmed you will receive a sales order confirmation that shows your order along with thumb nail images so you can see the products you have ordered. Your order is then sent to our warehouse for picking. At the end of the day it is picked an email confirming dispatch and tracking details will be sent. An electronic invoice will then be sent to you dated the day of delivery.

Can I amend my order?

We cannot amend orders once they have been dispatched however you can contact a member of the team prior to dispatch and we will do everything possible to help. If you have received a tracking email your order has dispatched alternatively you can check your account online to see the status.

How are returns managed?

All returns need to be notified within 10 working days of the delivery date. Returns are all processed through your account on the website. Please visit the admin area and then my order history. If you click on the specific order you will see the option to process a return and give the reason for the return. Please note this is only possible if your order shows as dispatched. You can also request a returns form by emailing sales@nixxee.com.

We do not offer sale or return however we are happy to provide a replacement or credit for damaged products. As we are unable to control the shipment of products to end consumers we do not credit for damaged packaging.

What if I lose my password for login?

For security reasons, we cannot see your password so the best option is to follow the forgotten password process online. This will then allow you to generate a new password and personalise it once you have logged in. If you are having any problems we can implement this process for you, just contact us on sales@nixxee.com or call +44 (0)1202 619 500.

If I pay by card is it secure?

Yes, we take security very seriously and it is for this reason we do not hold your password or card details internally. All credit and debit card payments are taken through Barclaycard Merchant Services, a widely-used service that offers buyer protection on all transactions.

If you have any further questions please email sales@nixxee.com, click on LiveChat on our website or call +44 (0)1202 619 500. We are here to help. 

*certain products do now apply for reduced pricing on split packs and have to be sold in the master carton quantity. This is clearly shown on the website.

**we do require a credit card number to send out free of charge samples. No charge will be made if products are returned in the same condition.

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