Order and returns information

Change or cancel an order

We're sorry that in most circumstances it's not possible to make changes to your order once you've placed it.

If you'd like to add products to your order, please place a new order for these items.

If you need to change details of your delivery address, remove items from your oder or cancel it completely, please call us on 0116 274 4055 between 9am and 5pm Monday to Saturday. If you order has already been dispatched you'll need to follow our Returns procedure in the event of any unwanted products.

There are some products which we cannot cancel, refund or exchange, including made-to-measure items. Please see below for more details.

Cancelling your order

If you buy online or by phone, under Distance Selling Regulations (EU only), your consumer rights entitle you to cancel your order and obtain a full refund if you request one within 7 working days of receipt of your order. This applies to delivery charges, but not to cut, made to order or perishable products.

Track your order

To check your order status, just sign in or register at the top of the page, then follow the on screen instructions

Order received means your order hasn't been processed yet
Order processing means your order could be at any point between the warehouse receiving it and despatching your goods
Despatched means your order has left our warehouse. You'll receive an email confirming despatch. Depending on our chosen carrier, you may receive a separate email from us that will detail how to track your order when it has left the warehouse. In the case of products such as furniture where there is a long lead time, "Despatched" means that you've been charged for your order, and you'll be notified of delivery separately
Cancelled means your order has been cancelled either by you or us
If you find that your order has only been partially delivered, this may be because other items are being despatched from a different location. However, if your order is obviously incomplete, over-delivered or damaged, or if you wish to change or cancel your please email us at or call us on 0116 274 4055 Monday to Saturday between 9am and 5pm
Your purchase history

To find out about your past orders you can sign into your account

Missing, incomplete or damaged orders

If your order hasn't arrived, or arrives incomplete, first of all please view your order online. Sign into your Nexus-home account where all information will be displayed.. If your order has been despatched but hasn't arrived within the expected time period, please email our Customer Services team, on or call us Monday to Saurday 9am to 5pm

If you've more than one item on your order, please bear in mind that products may be sent out from multiple locations and so arrive separately. However, if this is not the case and you haven't received the entire order as detailed in the order confirmation email sent to you, please email or call us as before.

If your order arrives and the goods are damaged, follow our Returns procedure or call us on 0116 274 4055 Monday to Saturday between 9am and 5pm

Returns procedure

Fill out your reason(s) for return on the back of the delivery note

Contact us by email at or call us on 0116 274 4055 Monday to Saturday 9am to 5pm and we will give you full instructions and arrange collection of the damaged item. In some occasions we may ask you to dispose of the damaged item.

Please allow 2 weeks from the collection or posting date for us to credit your account. We will refund the credit or debit card of the person who originally placed and paid for the order.

Refund policy

Under the Distance Selling Regulations, if you buy online or by phone, your consumer rights entitle you to a full refund if you request one in writing within 7 working days of receipt. This does not include any delivery charge, but excludes the products listed as exceptions below.

Terms & conditions

If you're unhappy with your purchase, please let us know. Unless faulty, we'd like this to be within 14 days of purchase

Products we're unable to cancel, refund or exchange

We can't offer refunds or exchanges, unless faulty or not as described, on the following items:

products which have been personalised for you, such as stationery or gifts

made to order products such as furniture or made to measure items

Where a product has been specially ordered for you, unless faulty, we're unable to refund or offer an exchange. We're unable to accept cancellations for these orders..

This does not affect your statutory rights.