We offer FREE SHIPPING on all UK orders

FAQs

ORDER QUERIES

How do I make a purchase on NME Merch?

Shopping at NME Merch is very simple.
We've designed our websites to work on all devices whether you are surfing on your mobile, tablet or using your desktop or laptop computer. Either browse by category using the top navigation links, or search for a product in the search box. Once you have found an item, select the colour and/or size if applicable, and then click on 'ADD TO BASKET'.

Click on the basket to review the products selected. Items can be removed from the basket by clicking the bin icon next to the item, or quantities can be changed by correcting the quantity and 'updating basket'. To continue shopping just click on 'continue shopping'.

Click on 'CHECKOUT' to proceed with your order.

 

How do I cancel an order?

If you have changed your mind or placed an order by mistake please contact us via the information in the Contact Us section below and one of our helpful customer service representatives will be happy to help.

What do I do if my purchase develops a fault?

All our products are of the highest quality. Us and our suppliers spend a long time on the design and development of the products so the quality of the items meets your high expectations. In the unlikely event that you encounter a product fault or a problem with your order, please contact us via one of the methods detailed in the Contact Us section below, remembering to have your order number to hand to aid with the customer service process.

I want to place an order for a gift. Will my purchase have a price sticker or will the value of the goods appear on the packing slip?

If you wish for your order to be sent as a gift leave a note at the checkout when placing your order specifying not to include the invoice when shipping, this should ensure your order is sent without pricing or sender details etc.

 

I have another question about my order

If you have another question regarding items or orders that have not been covered here feel free to get in touch with our customer services department 9am - 5pm, Monday - Friday at info@nmemerch.com and one of our excellent customer service representatives will be happy to help you.

DELIVERY QUERIES

How much will delivery cost?


UK - Free (non tracked)
Europe - £4.95
Rest of World - £6.95

Despatch and Processing Times

Once your order is received, it will take 2-3 working days to process and make ready for despatch. Please Note a ‘working day’ means a Monday, Tuesday, Wednesday, Thursday or Friday that is not a Bank or Public Holiday.

When will my goods be delivered?
For delivery of all UK orders we use First Class Royal Mail. Delivery usually takes 1 to 2 working days from date of dispatch.

Please Note a ‘working day’ means a Monday, Tuesday, Wednesday, Thursday or Friday that is not a Bank or Public Holiday.

Please be aware that, in the UK under Royal Mail regulations we allow 21 days from the date of despatch before we will investigate the non-arrival of an item. Internationally, this time is six weeks. In the unlikely event that your order arrives damaged, or you receive the wrong item, please contact us as soon as possible.

Are there restrictions on deliveries?

We reserve the right not to deliver orders to an address that may not be secure, for example to a communal postal address or a BFPO or PO Box. If this affects your order, we will contact you as soon as possible. If you have ordered a high price point item, we may reserve the right to deliver to your billing address only. Should this be the case, we will contact you after you have placed your order.

What happens if I’m not home when you deliver?

If you are not available, the Royal Mail or courier service will leave a card at the delivery address confirming that they have tried to deliver. Please follow the instructions on the card to rearrange your delivery or to collect your products.

PAYMENT QUERIES

What currencies do you accept on the website?

All our prices are in UK £ pounds 

You can change the viewed price into your own local currency by clicking on the currency button at the top of the page.

You will be charged by your bank in your own currency based on the exchange rate on that day. 

How long will it take to receive a refund from returned products?

We aim to process all returns as soon as possible after receiving them back to us. Depending on your bank, the refund could take up to 10 days to show in your account.

How do you ensure the security of my details?

All sensitive information such as credit card details, name and address is encrypted. This means that information passed between your computer and our website cannot be read even in the event it is intercepted by someone else.

How will my payment method show on my statement?

Please note that all payments processed through our site will show up in your Paypal/Bank statement as being charged from 'Hunters Quest Limited'.

RETURN QUERIES

60 Day Returns

We want to make sure you are completely happy with your purchase and make every effort to ensure you have the correct size and colour information available to you at the time of purchase. 

However, if you are not 100% happy, we have a 60 day return policy and will accept returns for an exchange of size, colour or for a refund. Items must be returned as new, in the original packaging. 

Please ensure you contact us before returning your items so we can approve the return. 

How long does it take to get a refund?

Once we have received your returned items, it can take up to 72 hours to process your return. When your return has been received, we will email a confirmation that we have your return item(s) and will process your refund

Once we have processed your refund, it can take between 5 - 7 workings days for the money to arrive back in your account.

I've changed my mind, I want to cancel my order!

Don't worry it happens! To cancel an order email us at info@nmemerch.com with your order number. If the item has already been despatched then simply wait till it arrives then follow the returns procedure.

What do I do If my order arrives damaged or is faulty?

In the unlikely event that your order arrives damaged or is faulty, please get in touch with us via one of the mediums show in the Contact Us page remembering to include your order number, a description and photo of the problem.

I want to exchange for a different size?

That's fine, all we ask is that you return it to us as new, in its original packaging. Please note for Health and Hygiene reasons we cannot accept clothing returns unless you are in a Smoke-Free home and the garment is odourless, perfume free, etc.

We do have very comprehensive size charts on every single product page to help you make the correct size choice.

Whats your address if I want to send something back to you?

NME Merch
Unit 4 Canbury Business Park
Elm Crescent
Kingston Upon Thames
KT2 6HJ
United Kingdom

CONTACT US

If you have any queries, or we can help you with your order, you can contact us Monday to Friday 9am – 5pm UK Time. 
Please remember to quote your order number, if we have given you one, on all correspondence.

info@nmemerch.com