Frequently Asked Questions

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Will my items get dispatched straight away?

If you pass our affordability & internal checks, then your goods will be dispatched as soon as we've received your first payment. Credit subject to status

Why do I have to make 2 payments for dispatch?

If we're unable to gather sufficient data to perform a full affordability assessment or fail our internal assessment, then we may ask you to make 2 monthly payment as a measure of affordability before your goods get dispatched.

Can I have more than one account?

No as this would go against our responsible retailing policies here at New Is Nice

I've changed my mind so how do I cancel?

Simply send an email to quoting your order number and we will get back to you confirming your request. If in doubt, please contact our UK Call Centre who are always happy to help on 01909498201

Can I pay by direct debit or standing order?

If you pass our affordability and internal checks then you will be able to pay via Direct Debit, however if you fail to meet that criteria then we only accept payments via a valid Debit of Credit Card.

What happens if I can't make a payment?

If your circumstances have changed, or you are currently experiencing financial difficulty, simply reach out to us at or on 01909498201 and we’ll happily work with you to find a solution that works, whether that’s rescheduling your future payment dates, payment holidays or offering part payment solutions.

What if my item is not delivered

NewIsNice will be responsible for all non delivered items unless they fall within the following reasons: The customer requests for the item to be delivered to a safe place. This can either be through New Is Nice directly, our third party suppliers or courier services. Courier investigations will take place in regards to requests made on other channels (such as video doorbell requests or notes left at the doorstep). The courier has delivered the item to a neighbor or local delivery point regardless of customer requests. This meets with the courier's policies. If the customer's item is delivered to a neighbor but the customer states non delivery, the customer will need to report the incident to the police and provide NewIsNice with a crime reference number. We expect reasonable attempts will be made by the customer to receive the parcel The customer must contact us within 30 days of expected delivery to report the non delivery of any items

What if my item was faulty?

A customer has 30 days to contact us from the point of receipt of goods to report a fault. New Is Nice is responsible for repair or replacement of the product if the item is deemed as faulty or not fit for purpose due to no fault of the customer. This also covers items damaged during delivery (although we urge the customer to confirm items have arrived in good working order). The customer must contact New Is Nice within 30 days of receiving the goods in order for us to resolve faults promptly. After 30 days the customer needs to contact the manufacturer, who will investigate the customer's claims and try to offer a resolution if the customer is not at fault. This could be a repair via a 3rd party, a replacement part that is sent to the customer or a software update/ remote resolution. If the manufacturer deems the goods to be non-repairable, they will issue a unique uplift code for the customer to send to us, authorizing a collection and replacement of the goods.

What if i want to return the goods?

The customer has a 14 day return policy, which begins the day after the customer is in receipt of the goods, whereby they can return the item and receive a full refund, providing the goods are returned matching the manner in which it was sent (seals intact with packaging undamaged and the item unused). If the item has been opened or the packaging damaged, meaning that the item is no longer new and fit for sale, the customer will be unable to return the item and will not be eligible for any refund.