FAQ’s (Frequently Asked Questions)

Do nexrastore have any high street shops?

nexrastore is an online store only, we do not have any physical shops.

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Why don’t you deliver to my country?

nexrastore is a UK-based company and the products offered here are for UK customers however, where possible, we will try to ship to other countries.

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Why can’t I get a refund?

Unless the product was faulty when we sent it to you, for reasons of health and hygiene, nexrastore cannot accept returns (even unopened ones) of any product which comes into close and/or prolonged body contact. If you are unsure how a product will work for you, please buy sample sizes on this site or the website of the product manufacturer.

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I missed my delivery, what now?

Because all nexrastore deliveries must be signed for, you will receive a card explaining where your goods are and, how long they will be held, before they are returned to us. If your goods have already returned to us, we will contact you about what you can do next. Please note, re-delivery is chargeable.

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How safe are my card details?

nexrastore use SagePay, a leading Payment Service Provider, to handle all credit and debit card transactions on this site. We do not store card details on this site. As you move to the checkout area to pay for your selection, a padlock should appear in the bottom right of your screen.

This padlock tells you that your personal details and card data are being fully encrypted (i.e. screened from hackers) as you move through the checkout and complete your transaction with SagePay. The 256-bit encryption software which operates on this site is provided by GeoTrust. You can see the full SSL certificate for nexrastore by clicking on the GeoTrust logo.

The cardholder data you provide to SagePay is held by SagePay in a secure, tamper-proof facility which is regularly audited by the banking authorities to ensure it remains so.

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How will nexrastore purchases appear on my bank statement?

Any transactions processed successfully through SagePay will show as ‘www.nexrastore.com’ on your bank statement.

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Do nexrastore accept mail order or telephone orders?

nexrastore does not, at this time, take telephone orders or accept mail orders.

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Can I pay by cheque, postal order, money order or PayPal?

nexrastore only accepts card payments through SagePay at this time.

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How private are my details?

nexrastore does not approve of selling customer telephone numbers to marketing companies, it is an unneccessary breach of trust. Likewise, we will never pass your name, e-mail address or personal address to marketing companies.

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Why is there a quantity limit on some items?

We want all of our valued customers to have their order fulfilled without problem. ‘Out-of-stocks’ are unavoidable but to reduce them we set a quantity limit on some items.

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My product looks different to last time

Many manufacturers use natural ingredients, which can vary or change in consistency, viscosity, smell and appearance due to seasonal changes. This is unavoidable and also the beauty of Mother Nature, it should not affect the perfomance of your product in anyway.

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My order failed in SagePay, why?

The billing address AND the shipping address must both be completed when you go through SagePay checkout. Return to your nexrastore order at the Checkout and fill in both address fields. Or, tick the box 'Use my billing address'. If you continue to have problems, please let us know.

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Where can I obtain a delivery cost?

When you register with nexrastore, a delivery cost will automatically appear when you have filled a basket.

Otherwise, you can obtain an estimate at anytime by pressing the handbag icon and 'View Cart'. A 'Calculate Shipping costs' box will appear, press 'Get Rates' and you will be given a list of delivery options. You do not need to register to do this.

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Why have I not received a confirmation of my order?

When your credit/debit card is successfully processed by SagePay, you will receive two confirmation emails; one from SagePay and another from nexrastore confirming that we have received your order.

Please check your SPAM, TRASH, JUNK folders to ensure our confirmation has not accidentally landed there before contacting us. Some email providers (Hotmail, GMail, Yahoo etc) have powerful filters which screen-out our calling cards. If you have to retrieve our email from this type of folder, mark it 'Not Junk' or 'Not Trash' to ensure future correspondence arrives to your Inbox correctly.

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When will my order despatch?

For UK deliveries, nexrastore aim to despatch orders within 2-3 working days unless you have selected 'Next Day' delivery, in which case we aim to despatch your order within 24 hours (weekdays only). Once your order is ready to go, we will send you confirmation via email.

For European and International deliveries, we aim to despatch orders within 2-3 working days. If you are concerned about receiving your order by a certain date and want a guaranteed transit time, always select a courier service.

N.B: Some email providers (Hotmail, GMail or Yahoo) may send our delivery e-cards to your JUNK, SPAM, TRASH folders, so please check before contacting us.

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Where is my order?

Please check the delivery schedules outlined in the 'Delivery' section of the nexrastore website, the service you select at checkout will determine the number of days it will take for your order to arrive with you. The timeframes do not include the 2-3 days it takes to process and pack your order.

If you select Royal Mail Recorded service, please note, we cannot guarantee when Royal Mail will deliver, please check their website for details of their service times. If you are concerned about receiving your order by a certain date and want a guaranteed transit time, always select a courier service.

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When will my favourite product be back in stock?

We know a product is out of stock before you do! :) Therefore there is no need to email or call us. Unless there are unforseen supply problems nexrastore aim to replace out-of-stock items within 21 days. Keep checking back to see if your favourite product is back in stock.

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Can you email me when a product is back in stock?

No. We do not have the facility do to this.

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Can I collect goods from nexrastore?

No. nexrastore is a mail order website only. All deliveries are made to you.

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Oh no! I've forgotten an item, can I add it to my nexrastore order?

Unfortunately, once an order has been processed through SagePay, nexrastore cannot amend any order.

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Can I claim back VAT on my nexrastore purchases?

nexrastore is not a part of the VAT Retail Export Scheme, as this scheme does not apply to Internet Sales. We are not permitted to refund any VAT charged on UK purchases.

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I didn't receive my goods but Royal Mail/DPD say it was signed for, what now?

Once an order leaves our warehouse your contract is with the carrier (Royal Mail, DPD or DHL). If you have issues with receiving your goods you must contact the carrier in the first instance and make a complaint, if necessary you may have to open a claim with them. We can verify that the parcel was despatched and provide proof of posting to help you in your claim.

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Why is there a minimum charge on your website?

nexrastore places a minimum order charge on every transaction to cover the cost of picking, packing and administration. Without this minimum charge in place we would have to increase the cost of the products and we want you to have the lowest prices we can offer.

Do nexrastore deliver to the USA?

nexrastore deliver to the USA using DHL Worldwide based on weight and volume. When sending parcels to the USA the shipping cost does not cover any US customs duties or taxes which may be levied in your country.

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DHL Worldwide cannot find my address in the USA, what now?

DHL operate their own policy regarding delivery in the USA. If they have to manually search for your address once the parcel is in the USA, either because you've entered the wrong information or the street is unknown, they charge you $15.00 to find your correct address. Please ensure your address details are correct at the time of ordering and that you supply a working telephone number with a voicemail facility so DHL can contact you.