FAQs

I can't log into my Nectar account

Please contact the Nectar helpline on 03448110811

I haven't received my verification code via email

Please contact the Nectar helpline on 0344 811 0811

I don’t have 500 points, can I still redeem on Nectar tickets

No, the minimum redemption value is 500 points. You can find ways to boost your points balance by accessing your Bonus points offers at www.nectar.com

I can't remember my password

To re-set your password please click on the forgotten password link on the login page on the Nectar.com website or on forgotten password link on the login page presented when making a redemption on the Nectar Exclusives site

What information do I need to redeem my points for Nectar Exclusive products?

To redeem your Nectar points for Nectar Exclusives products you will need your Nectar card number and your Nectar account password. You will also need access to the email address that is registered on your Nectar account as you will be emailed a verification code as part of the Checkout process. You will also need to confirm your delivery address at the checkout stage.

If I don’t have enough points for the item I want can I pay the balance in cash?

Yes, you can PartPay with points and cash, you must redeem a minimum of 500 points.

Is there a limit on the number of items I can redeem my points for?

You are limited to a purchase of 5 items of any one product. We reserve the right to cancel orders and/or suspend accounts where we believe products are being ordered in breach of this provision.

Can I return my items for a refund?

If you change your mind you can cancel your order within 14 days of the receiving the item, once you’ve received the item please contact our Customer Services team using the 'Contact Customer Services' button on the Contact Us page on the Nectar Exclusive website. We will then provide you with a returns authorisation number. Please ensure that the items you are returning are unopened and in the original packaging. You will be refunded using the same points and cash values used for the original transaction.

How do I arrange a return?

Please contact our Customer Service team to arrange your return. We will need to know your order number, the item you want to return and the reason for return. Upon receipt of these details we will provide you with a unique returns authorisation number and all the necessary information to arrange the return. Please package the item securely and ensure our returns form is included inside. You will need to obtain a proof of postage receipt when you send your item to us. Proof of postage does not cost anything but without it we may not be able to process your refund or replacement in the rare event that your item is lost in transit. If you request a replacement and the product is no longer available, we will process a refund back to the original account used to purchase the item. Any item you have accepted and then returned is your responsibility until it reaches our warehouse. Please therefore ensure that you send your item back to us using a delivery service that insures you for the value of the goods.

Will you refund my postage costs to return an item?

We are more than happy to refund postage costs to return an item where the return is required due to our error. For instance: If we sent you the wrong item. If the item is damaged or faulty. Where you are returning a substitute item which you do not want to keep. We will not refund postage costs to return items which are unwanted or no longer required. These costs will need to be covered by you, we recommend using a delivery service that insures you for the value of the goods. We will not refund postage costs to return any item due to reported damage or fault where no error was found in the testing process. Costs of posting the item back to you will depend on the item and will be communicated to you after the testing process has been completed.

I have received my item and it is damaged. What should I do?

We’re sorry your order has arrived damaged and for any inconvenience that this may have caused. If your order is damaged we request that you report this upon arrival of the order. Please contact our Customer Services team using the 'Contact Customer Services' button on the Contact Us page on the Nectar Exclusive website.

There is an item missing from my order. What should I do?

Due to our extensive range of products your items may be packed in separate parcels and will sometimes be delivered at different times. Please check the items listed on your dispatch confirmation email. If you are missing an item that is not listed please allow longer for it to be delivered. If you are missing an item listed on the dispatch email, please contact our Customer Service Team using the 'Contact Customer Services' button on the Contact Us page on the Nectar Exclusive website.

What do I do if I have received incorrect or faulty goods?

If you have received incorrect or faulty goods please accept our apologies for any inconvenience this may have caused. Please contact our Customer Service Team using the 'Contact Customer Services' button on the Contact Us page on the Nectar Exclusive website so that we can arrange a suitable solution for you.

What happens if my address is wrong?

Orders delivered to an incomplete or incorrect delivery address are not covered by our free replacement policy. You will assume the risk for the products once they have been delivered to the delivery address which you specified when ordering the products.

We accept no liability where you provide an incorrect delivery address or where you fail to collect the products from the delivery address which you specified. Please check that your address is correct before submitting your order.

Will I need to sign for my order?

A signature is required for high value and large / bulky orders. These deliveries are made by courier and will require a signature on delivery by someone over the age of 18. If you are not at home, the courier will leave a card stating the date and time they called. Please contact the number on the card to arrange a second delivery. For the majority of orders that are sent by standard delivery these do not require a signature.

How can I tell if I have successfully submitted an order?

You will receive an automated email straight after placing an order to let you know that this has been successfully placed. All successful orders will be shown in the order history section of your account.  If an order is not visible in this section then it is likely that the order has been unsuccessful.  If you wish to double check whether an order has been placed please contact our Customer Service Team confirming the postcode with which you registered and we will be happy to investigate this further for you.

How do I amend my basket?

Click on 'View basket' at the top of the page. You will see the description, price and quantity of each item currently in your basket. You can change the quantity by using the /- buttons, or remove the item altogether by clicking 'x'.

How do I search for an item?

If you know what you’re looking for then the search box is one of the quickest ways to find it. The search box is always on the top of every page, wherever you are on the website.

Why has my payment been declined?

If your payment has been declined, the card details in your account may not match the details held by the bank or card provider.  Please check the following information on your payment details: Have you entered the correct expiry date? Does the billing address and postcode you entered match the details held by your card provider?  Do you have sufficient funds available on the card? Has the card you paid with expired? If so you will need to enter the details of a different card. If your bank has declined our request for payment then you'll need to contact them directly.

What do I do if I have not received my order?

Once your order has been sent, you will receive a dispatch confirmation email which will advise your estimated delivery date. If your order has not arrived by the estimated delivery date, we're here to help.

Please note that this is only an estimated date and before contacting us can you check the following:

If your order has been sent on a tracked service, check the tracking link via your dispatch confirmation email to view the up to date tracking.

Sign into your account to check we have the correct delivery address for your order and your contact details are up to date.

Check to see if you have a delivery card from one of our carriers. Your parcel may be awaiting collection at a local sorting office or delivery depot, or you may need to arrange redelivery.

Check with your neighbours to see if they have accepted the parcel on your behalf.

Look in any safe areas the driver may have left your parcel, such as behind bins or in a shed, garage or porch.

If you still cannot locate your order we ask you to please allow the following amount of time to pass before reporting your order as missing:

  • Any orders on a Tracked Service should be reported as missing within 7 days of expected delivery date.
  • For all other delivery services please allow 14 days from dispatch before reporting an item as missing.

If your order has not arrived after this time, and you are certain that it isn't with a neighbour or another member of your household, please Contact Us and we will investigate further and arrange a replacement item to be sent. It is our policy to replace items that are lost in post, this does not affect your statutory rights. Please note that items must be reported as missing within 40 days of being dispatched to you as we are unable to take any action on your behalf after this time.

Can I have my items delivered to an address outside the UK?

We can only deliver your items to a UK address.

Will you notify me if the item I have ordered is out of stock?

All orders are subject to acceptance and availability. If the goods ordered are not available, you will be notified by e-mail (or by other means if no e-mail address has been provided) and you will have the option either to wait until the item is available from stock or to cancel your order.

What payment methods can I use?

We accept all major debit and credit cards and you can also use PayPal.

How long does my order take to arrive?

Standard delivery takes 3 to 5 working days. The courier delivers between 9am-9pm Monday to Friday, 9am -2pm Saturday. You can upgrade at the time of the order to next day delivery.

My item is damaged what should I do?

Don’t worry, please get in contact with us using the details on the Contact Us page on the Nectar Exclusives website and one of our team members will be happy to help.

Do Nectar Exclusives items come with a guarantee?

Yes, all products are covered with a 12 month guarantee.

I’ve received a courier card showing as delivered –where is my item?

Check around your property it will be close. For example in your porch, with a neighbour or behind gate.

I haven't received my confirmation email

Please check your junk folder, if you still cannot see the confirmation email please contact us using the details on the Contact Us page on the Nectar Exclusives website.

How often do you change your products?

We change our products weekly, keep a regular check for great offers.

Who do I contact if I have a complaint?

If you are not satisfied with the way in which we have handled the return, replacement or repair of any item, we want to hear about this. Our aim is to resolve the matter for you and ask that you please contact our Customer Service team using the 'Contact Customer Services' button on the Contact Us page on the Nectar Exclusive website.

If you have any questions about your Nectar account please click here