FAQ's – Nethrial

FAQ's

WHAT IS NETHRIAL?

Nethrial is an international online retail store that allows you to shop emerging brands through to established brands across fashion, home and beauty so we can be your one stop shop for all stages of brands and make your shopping life easier.

WHAT PAYMENT METHODS CAN I USE?

You can use any of the payment methods which are listed below.GPay, PayPal, Any Major Credit/Debit Card, American Express, Klarna, Clearpay, LayBuy, Amazon Pay, Apple Pay

Security is a big deal for us, so you can rest assured your details are safe and sound with us. We also take fraud very seriously too, so all credit and debit card holders are subject to validation and authorisation by both us and the card issuer.

WHAT IS YOUR EXCHANGES, RETURNS AND REFUNDS POLICY?

Please note we only accept returns from nethrial.com

Returned items must be unworn, unwashed and in saleable condition (in their original packaging with all tags and labels still attached)



Refund policy

• You can return your order for a refund within 14 days of receipt of goods.

• Please allow up to 14 working days for the refund to process.

• Refunds can only be made to the card used to purchase the items.



Exchange policy

• You can return your order for an exchange subject to stock availability within 28 days of receipt of goods.

• Please allow up to 14 working days for an exchange to process.

• Exchanges only apply for items of the same price.

HOW DOES KLARNA PAY LATER WORK?

Klarna is a method of payment which allows you to buy now and pay later. This means once you receive your items you can try it on and return any unwanted items and simply pay for what you keep!

Please follow this link for more information: https://www.klarna.com/uk/

WHERE IS MY ORDER?

If your order has not arrived when you were expecting it then please check the following:



– Check you have received a dispatch confirmation email from us.

– Check the tracking link via your dispatch confirmation email to view the most up to date information on the whereabouts of your parcel.

– Sign in and check your account on the Nethrial website. Is your delivery address correct? Are your contact details up to date?

– Check for text messages, emails and attempted delivery cards from one of our couriers. Your parcel may be awaiting collection at a local delivery depot or you may need to re-arrange delivery.

– Check no one else residing at your address has taken receipt of your parcel.



If you still can’t locate your parcel then please contact our Customer Services team via the information in the footer with your order number to hand. We will endeavour to find your parcel straight away.

All of our shipments are insured to the necessary value, so should it not be found we will arrange a replacement or refund for you.

HOW DO I TRACK MY ORDER?

You will receive a shipping confirmation email along with the link to track your item once your item(s) are on the way. Please click on the link provided to check the progress of your delivery.

We recommend that you input your mobile phone number to get the latest updates on your delivery. If there is an error on the website on your tracking, please get in touch with our customer service team.

WHERE DOES MY ORDER COME FROM?

All orders are dispatched from the brands/boutiques themselves directly to you, at the checkout you can see how long it will take to arrive to you.

UK DELIVERY

Once your order has been despatched, UK standard delivery service can take between 3-5 working days to be delivered from the date of despatch.

Your tracking information will be sent via email once your order is processed. We recommend you use your tracking number to get the most up to date information on where your parcel is.

In busier periods it can take a bit longer to despatch your order. We will do our best to reach out to customers on the delay, however, please don't hesitate to get in touch with our customer service team if you want any further assistance.

*Please note that we do not offer next day or Saturday delivery to destinations below:

Scottish Islands - HS1-9, IV40-51, IV55-56, KA27-28, KW15-17, PA20, PA41-49, PA60-78, PH42-44, ZE1-3

Delivery to Channel Islands, Isle of Man, Northern Ireland, Scilly Islands and the Scottish Highlands and Islands with a two day delivery as standard with next day and before noon in certain locations.

HOW CAN I TRUST NETHRIAL?

We have a customer service team that are on hand 365 days a year via email, live chat, phone and social media to answer all your question and will make sure to sort out any issues.

We have been established for over 2 years and stock over 140 brands!

We are verified by D-U-N-S which is an independent company verifier and as such we are given the green EV SSL showing that the site is secure.

We have fully protected payment options including PayPal, Klarna and ClearPay.

We prize ourselves on offering the best service available.

DO I PAY FOR CUSTOMS/CHARGES IF I LIVE OUTSIDE THE UK?

Customs and import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel.

Unfortunately, we have no control over these charges, and cannot tell you what the cost might be, as customs policies and import duties vary widely from country to country. It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.

The customer must take full liability for any parcels returned to us due to unpaid customs charges. Postal charges, return shipment costs, customs charges and handling fees will all be deductible from any refund due.

It is also dependant on where the brand/boutique fulfills your orders from.
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