FAQs

Where’s my order?

Want to release your inner stalker? Then why not track your order. All our parcels are sent with full tracking facilities via Royal Mail or Next Day Couriers, which we will send you within your despatch notification email.

All you need to do is follow the link in that email, enter your code and Bam! You’ll know where your parcel is every step of its journey.

If you’ve been having a mailbox clear out, and you’ve lost the email, don’t fret. Just log on to your Nice ‘n’ Naughty account, and all your info will be there. If you don't want to do that, just pop us an email: help@nnnretail.co.uk. 

The Computer says…. Delivered, but I haven’t got it. HELP! The first thing to do is stay calm; we can sort this!

Check to see if the postman or courier has left your parcel somewhere safe or with a neighbour. See if you have been left a calling card from the post office telling you they have taken your parcel back to the delivery office. If this happens there will be clear instructions on the card for you to follow to either rearrange delivery or for you to pick it up directly from your sorting office. See are you glad you stayed calm now?

My toy is not working!

In the unlikely event that your item develops a fault, simply email help@nnnretail.co.uk and we will investigate your claim. We may then ask you to return your item to us for thorough testing. Simply take your item to a Post Office location and return to us, tracked, emailing us with the tracking information so we can intercept on arrival.

If we believe your item is fully working after our rigorous testing procedure, we may post the item back out to you. If we discover a fault, you will receive a replacement and an email to let you know it's on its way with no additional charges.

If you have chosen to receive a refund instead, your refund can only be processed once the item has been proven to contain a fault. You will be refunded for the product and any return postage charges you have incurred the same day we discover the fault.

You have 30 days from the date of purchase to inform Nice 'n' Naughty of the fault. If you discover a fault within 6 months, Nice 'n' Naughty will do our best to help you receive a replacement/repair. Unfortunately, after this 6-month period, you will have to refer to the manufacturer's warranty.

How can I place an order?

Once you’ve found a product you want to buy, click the "Add to Basket" button to add it to your purchases.

The item will now be shown in your shopping bag on the top right of the screen. The total cost of selections in the shopping bag is calculated automatically, VAT is included and delivery costs are added to the order at checkout. You can keep shopping until you are ready to pay and each item is added automatically to the total, so that you always see how much you have spent.

When you’ve finished shopping, click the 'Basket' icon which will take you through our simple and secure payment process.

The first time you use the store you will be asked to create an account. This will enable you to check the status of your order and will also make your future shopping more convenient. In addition, you can create wish lists once you have an account and join our loyalty program.

If you would prefer you can call us and place your order over the phone. 01925 871 891   Monday - Friday 9am - 4pm.  The Customer Services representative will be happy to take your order and answer any questions you may have. Please have your credit or debit card ready.

How do I cancel or change an order?

Please contact us as soon as possible if you make a mistake or wish to cancel your order. If you can  contact us before 2.30pm we can usually cancel or change before the order is despatched.

Address errors need to be reported immediately for us to rectify the error before despatched. If you enter an incorrect address field and the order is shipped, we will not be held responsible for the loss of the parcel.

Our help line is open from 9am to 4pm GMT Monday to Friday. The office is closed Saturdays, Sundays and Bank Holidays, Christmas Day, Boxing Day, Good Friday and Easter Sunday. If you call outside office hours please leave your name and number and a member of our Customer Services Team will call you back as soon as possible. Live Chat is available from the website 9-8pm Monday to Saturday and Sunday 10-5pm.

What will it say on my Credit Card statement?

The company name that will appear on your credit or debit card statement is NNN Retail Ltd and there’s no mention of Nice ‘n’ Naughty. You can shop in Nice ’n’ Naughty Online with complete confidence that your privacy will be ensured.

I'm not receiving any emails from you!

Ah! Now, this is where things get a little complicated. There are a few things you can do but this depends on your email provider. 

First check your Spam folder, as it may have gone there, Make sure you save @nnnretail.co.uk as a trusted address and this should fix this. If there are no emails here, check we have your correct email address and you haven't missed a letter or number.

If this is also correct, then contact your email provider as it may be something they need to fix.

If you have a question that hasn't been answered here, please call us on 01925 871 891, email help@nnnretail.co.uk or find us on Live Chat.

Thank you,

Team Nice 'n' Naughty.