Click here to use our website with more accessibility support, for example screen readers
  • boys
  • girls
  • women
  • men
  • baby
  • holiday shop
  • home
  • lipsy
  • brands
  • sports
End conversation
Are you sure you want to end your conversation?



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 send you a link to reset your password, 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 send you a link to reset your password, 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.

    Please note: If you have not placed an order within the last 12 months, you will be required to open a new account, simply register‘here’


    How can I change my password?

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

    We will send you a link to reset your password, 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 ‘Terms and Conditions’.


    Yes you can see your previous orders by logging into the 'My Account' page and selecting 'My Orders'. You can also check your order confirmation email; this will show all the items you've ordered and the expected delivery date.

    If you haven’t received a confirmation email within 24 hours of placing your order but have been charged, please let us know and we can check this for you.


    Has my order gone through?

    If you’re unsure if your order has been processed, please 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 this for you.


    If further stock of an item is expected, an estimated date will be shown in the drop-down menu, for example ‘Order now for delivery in 1-2 weeks’.

    Alternatively, why not check out our latest 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’.


    You can use any payment type listed below:

    Visa / Visa Electron , Mastercard, American Express, Paypal, Klarna and Apple Pay

    If you choose Klarna as a payment method, an email will be sent directly from Klarna to you with an invoice for payment, so keep checking your registered email address. Please bear in mind that if you choose Klarna, they may apply a limit, which can vary for each customer. You can find further information at ‘’

    We’re sorry, it’s not possible to use a promotion code if you choose the ‘Klarna’ payment option.

    Some promotions are not available when checking out with Apple Pay Express Checkout.

    We take your security very seriously and have invested in the latest technology which encrypts information as it is sent to us.

    Credit and debit cards must be registered to the account address. Card details are checked and verified by a third party and goods are dispatched once authorisation has been obtained. Please also make sure that your payment card is set up by your card issuer for international payments.

    We’re sorry, but we can’t accept payments from a card that’s due to expire within five days of placing your order or payments from pre-paid cards.

    Gift cards purchased in the UK can’t be used internationally.


    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

    Your order will normally be delivered within 3 -4 working days. Great news, shipping is currently free for all orders over $60. Orders under $60 will be charged at $6 for shipping per order. Delivery lead times will be confirmed at checkout.

    Additional delivery information

    We’re sorry, shipping to an alternative address other than the account address is not 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?

    You will be responsible for assuring that any products you order comply with state and federal government import regulations.

    Our terms of sale to our customers in the USA are DDP - Delivered Duty Paid. That is to say, the amount paid by you is fully inclusive of delivery to the specified delivery address and all duties, taxes and customs clearance fees.

    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.

    **This promotion is open to selected customers only and valid for one order only placed between 23/1/2023 and 23/2/2023. Applicable on all women's wear full priced and discounted Next and branded products. You will receive a 20% discount on women's wear items in your order which will automatically apply to your basket at checkout. Next reserves the right to end this promotion at any time. Open to USA residents over the age of 18 years only. If you return items included in your promotional order for a refund, in accordance with our returns policy we will only refund discounted items at the discounted price.


    Want to know the current status of your orders and returns? Simply log into 'My Account' and click on 'My Orders' to see the latest tracking information for your parcel. Once your order is on its way, you’ll receive a tracking number via email. To track your parcel, 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 of your parcel by logging into 'My Account' and click on 'My Orders. Alternatively, you can also click 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 refund. This doesn’t affect your rights to return faulty items. Also, cosmetics, grooming products, certain jewellery and items with a security seal can only be returned if faulty.

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

    Returns using Smart Label

    A Smart Label is a quick and easy sticky label. It allows you to return your package(s) via the U.S. Mail from a location most convenient to you, e.g. at home, work or your Post Office.

    No postage is paid at the time of making the return, as we'll deduct $10 from your refund.

    We pop one inside all U.S. deliveries!

    Just follow the steps below:

  • It is important that you complete and tear off the returns note on the right of your delivery note and enclose it in your package. We need this information to refund you.
  • Drop your package in the U.S. Mail wherever is most convenient. If you prefer, you can arrange a USPS collection from your address (where available) by scheduling a 'carrier pickup' at
  • Please allow 21 days for your refund to be processed.

    You can track your return with the tracking number on your Smart Label at:

    Items not returned in line with the above policy may not be refunded, may be refunded 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 $10 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 refund as per our ‘Returns Policy’ and place a new order for the item(s) you want.


    When will I receive my refund?

    Your returns will be refunded automatically to the method of payment used for the order.

    Please allow 21 days for the refund plus the additional time in the table below (which varies by payment method).

    Payment Method

    Timescales for a Refund

    Credit/Debit card

    5 working days


    3 working days


    5 working days


    5 working days

    Apple Pay

    7 working days


    5 working days


    5 working days


    5 working days


    5 working days

    Cash on Delivery

    7 working days

    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'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

    We're here and ready to chat

    Call us

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

    Send us an email

    You're welcome to send us an email, but it may take a few days to get back to you.

    Chat is available 24/7 from anywhere!

    We are now taking calls between Monday to Sunday 24 hours a day. Please call us on 1-888 385 6398.

    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.


    Terms and Conditions

    Confirm Country Change

    Are you sure you want to navigate away from this site?

    If you navigate away from this site
    you will lose your shopping bag and its contents.


    Recently Viewed


    There are no Recently Viewed items to show. Items will appear here as you view them. You can then select the images to revisit the items.

    Oops' Something's gone wrong! Please try again