FAQs – Frequently Asked Questions
General
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- DO I NEED TO SET UP AN ACCOUNT TO CHECKOUT?
You do not need to set up an account to shop with us, however by doing so you will be able to: check the progress of an order, save your details and preferences, as well as payment information to speed things up the next time you order.
- HOW DO I UPDATE MY ACCOUNT INFORMATION?
Simply login to your account, select the option you are looking for, edit/update the information as necessary and click “Update Info”.
- HOW DO I UNSUBSCRIBE FROM YOUR NEWSLETTER?
Just click the 'Unsubscribe' button at the bottom of our email newsletter.
Orders
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- HOW DO I KNOW YOU HAVE RECEIVED MY ORDER?
Once you've placed your order, you will be directed to an order confirmation message which will contain your order number. This information will also be emailed to you; this can take up to 30 minutes to arrive in your inbox. To ensure that this goes into your inbox please add orders@nubianarray.co.uk to your contacts, otherwise your confirmation email may end up in your Junk/Spam folder.
- HAS MY ORDER BEEN DISPATCHED YET?
When you place your order we will send you an email confirming that the order has been placed, this will also contain the items you've ordered. When your order has been dispatched, we will send you a second email to confirm this. We endeavour to dispatch orders within 1 to 2 working days upon receipt of cleared payment from Monday to Friday except on UK Bank Holidays.
- WHAT PAYMENT METHODS DO YOU ACCEPT?
We can accept the following cards and payment methods online: Visa, Visa Debit, Mastercard & PayPal
- CAN I ADD TO AN EXISTING ORDER?
Unfortunately, you cannot add to an order that has already been placed, don’t worry though this is just the excuse you need to shop with us again!
- ITEMS IN MY BASKET ARE NOW SOLD OUT!
Goods are not allocated to you until an order confirmation has been sent to you, adding items to your basket does not reserve them so we advise that you don’t wait too long to place your order to avoid missing out .
- WHAT IF I HAVE NOT RECEIVED PART OF MY ORDER?
If you're missing part of your order it is possible that it could have been sent in more than one parcel- this is likely to be the case if your order is quite large. Please also check the invoice inside your parcel, this will detail which items should be in the parcel, and if it was split into more than one package. If you haven’t received all of your items, please contact us as soon as possible at info@nubianarray.co.uk - this must be done within 7 days of receipt.
Returns & Refunds
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- WHAT IS YOUR RETURNS POLICY?
Of course we want you to love the items you purchase from us, however if there are any issues please contact returns@nubianarray.co.uk. We reserve the right to approve and or reject return requests, for more information please view our returns & refunds policy.
Product
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- WHY CAN'T I FIND AN ITEM THAT WAS ADVERTISED?
This is probably because our advertised products usually sell out very quickly, so it is quite possible that they are no longer in stock. Please subscribe to our newsletter to be first to know about restocks and new products.
Delivery
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- WHAT DELIVERY SERVICES DO YOU OFFER?
We offer Standard delivery which takes between 3-5 days, and Tracked delivery which takes between 1-3 days. We can also offer other types of delivery services such as Next Day Delivery upon request and with a surplus charge, for more info please contact us.
- HOW MUCH DOES DELIVERY COST?
Standard delivery is a flat fee of £3.95 unless your order is over £40 and then standard delivery is absolutely FREE. Our fully tracked service is charged at a flat fee of £7.95 unless your order is more than £100 and then tracked delivery is completely FREE.
- WHERE IS MY ORDER?
We endeavour to dispatch orders within 1 to 2 working days upon receipt of cleared payment from Monday to Friday except UK Bank Holidays. Please note - tracking is only available once the order has been dispatched.
For more information regarding delivery please view our Shipping & Delivery Policy.
Promotions & Discounts
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- MY PROMO CODE ISN'T APPLYING TO ALL ITEMS IN MY ORDER?
All sale items are excluded from promotional code discounts, unless otherwise stated. Some promotional codes are only applicable to selected items and only one promotional code can be used per order.
- MY PROMO CODE ISN’T WORKING!
Promotional codes may be switched off at any time, all codes have an expiry date however some may not be specified at the time of promotion. Sale items are excluded from promotional discount codes, and some promotional codes only apply to certain items. Most of our codes are single use, so if you have used the code before it may show as invalid.
If you still have a query or a special request please visit our Contact page, fill out our form and we will get back to you as soon as we can!