Frequently Asked Questions

How can I contact Ness? 

You can email our customer service specialists at  Trade customers can email

How quickly will I receive my order? 

We aim to dispatch all our orders out within 48 hours, except those placed after 1pm on a Friday or over the weekend. Orders within the UK usually arrive within 2 days of dispatch, dependent on shipping methods. If you have any queries on your delivery please email

Where do you deliver? 

Ness aim to deliver globally, using international network of couriers.  For more information on delivery please see

What if I’m not in when you deliver? 

Our couriers will leave a postcard through your door informing you where you can collect your parcel or how to arrange an alternative delivery time.

Can I have free delivery? 

FREE delivery is available to UK customers only only at times whne we have a specific FREE delivery offer. Free shipping NOT available at this time.

What’s your return policy? 

We believe in making your life as stress free as possible! If for whatever reason you want to return an item you have bought from us please do so. All we ask is that you return the item within 28 days in the condition you received it. Please see our returns section for more information. Please note Ness currently do not cover the cost of returns and also cannot accept returns to stores.

Where should I send my returns? 

If you have a return to organise please email our customer service specialists at

Can I cancel my order? 

Yes you can cancel your order. You will need to contact Ness Customer Services directly by email at

Why do you want my email/telephone details? 

We ask for these details so we can contact you in case there's a problem with your order. Although it very rarely happens if we have a delivery problem and we need to contact the customer to resolve it.

We also email customers special Ness offers and information. You know you want to be the one of the first to know when we have special offers or our sale. We never share your email addresses or telephone numbers with other companies; unless of course we ask you and it would be of benefit to you.

What if I do not receive my order within the estimated delivery time frame? 

If you have not received your order within 7 days from the estimated delivery date please contact us at Please include your original order number in correspodence.

What if my purchase is faulty? 

If any product fails to give reasonable wear - due to either defective workmanship or materials, we will refund you the purchase price or exchange the item. This guarantee is in addition to and does not affect your statutory rights. Ness exercises a 3 month return policy on all faulty items. In the event of any product being faulty, we will cover all costs of postage and either refund or exchange the goods. The 3 month period starts from the date of purchase and proof of purchase must accompany ALL faulty returns. Please contact to arrange all returns and exchanges.

Can I make changes to my order? 

We start to process your order straight away and as a result we cannot cancel or change your order after it has been placed. If you do change your mind you may return any goods to us for a full refund of the goods purchased. We will refund to the payment card the price paid on receipt of the returned items.

Do you accept wholesale/business orders? 

To discuss placing an order, please call our trade team email

Can I nominate a day or time for my delivery? 

Not at the moment, but we will be introducing more delivery options soon.

How can I pay for my order? 

With any of the following credit/debit cards:

Mastercard & Visa Credit Cards & Debit Cards, UK Maestro Debit Card and American Express

How can I unsubscribe from your mailing list? 

If you have created an account on you can change your subscription preferences by signing in and visiting your account page. Alternatively you can email us at

Can I return store bought merchandise back to the website department? 

Unfortunately, at the moment, you can only return web orders via the website and store purchases to our stores.

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