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Frequently Asked Questions

 

Shopping

 

Delivery

 

Returns

 

Technical & Security

 

Contact

 

Miscellaneous

 


 

Shopping

 

 

How do I use a promotional code?

If you have a promotion code to use on the Nortex Mill website, simply shop as normal on the site.

When you have selected the items you wish, please visit your shopping cart page and enter the code when prompted. Make sure you type in your promo code exactly as it appears, our system is case sensitive If you do not complete the details of your promo code correctly you won't be able to claim your discount or promotion.

Providing the promotion code you have entered is still valid, and your order qualifies for the promotion, the code will be applied to your order and the relevant discount or offer will be applied to your order.

 

 

How can I pay for my order?

You may pay for your order in various ways:

  • Credit Card (we accept Maestro, Mastercard, Visa and Visa Electron)
  • PayPal
  • Cheque
  • Postal Order
  • In Store (Cash or Credit Card)

Products will be dispatched or available for collection within one working day of cleared funds being received in our bank (Please allow approximately 7 days for a UK bank cheque to be cleared).

You may reserve your products on checkout and collect them in store at our Bolton shop. Our address is 105 Chorley Old Road, Bolton, BL1 3AS.

 

 

Can I pick my order up in store?

Yes. You may pay for your order on the website, and upon checkout select "Collect from Store". You may then collect your order on any weekday between 9am-5pm from our Bolton shop. Our address is 105 Chorley Old Road, Bolton, BL1 3AS.

If you ordered on a weekday, you can even pick up the same day. Alternatively, come down to our store and see our even wider range!.

Please note, we cannot guarantee the same item(s) are available in store if you choose not to reserve the item(s) online.

 

 

I live in the Channel Islands so can I claim VAT back?

Yes, you can either e-mail us your order number and our customer service team will refund your VAT. Or you can ring the sales team and make the order over the phone, we can manually take the VAT off before the order is processed.

 

 

Where can I find promotion codes for your site?

We regularly publish promotions on our Facebook page and our Twitter feed.

Like us or follow us and we'll try and repay your loyalty with special discount codes and promotions!

 

 

Can I cancel or change my order?

If for any reason you need to change your order you must call 01204 467707 immediately. If your order has not been despatched yet, our customer services team will be able to help. You may check the status of your order by following the instructions here.

 

 

How do I request a sample?

You may request a sample from each fabric product page. Find the fabric you would like a free sample of, and then select the Request a Sample link. You can order a maximum of 5 samples in one order.


 

Delivery

 

 

How much does delivery cost?

The delivery price differ depending on the delivery option selected. Please see our delivery information page for further information.

 

 

How and when will my order arrive?

Your delivery will arrive at different times depending on the delivery option selected. Please see our delivery information page for further information.

 

 

How do I check the status of my order?

You can check the status of your order at any time by clicking 'My Account' and entering your registered Username and Password. Click Continue and then click on 'Invoices'.

 

 

Can I order goods to be shipped outside the UK?

Unfortunately you cannot order directly from our website goods to be shipped abroad, however, our customer services team may be able to help. Please contact them on 01204 467707, or via our contact form.

 

 

How do I track my delivery after shipment?

If you have selected 24 Hour Next Day Delivery, details will be provided with a method to track your delivery. Please see our delivery information page for futher information.

 

 

Can I arrange a specific date for items to be delivered?

Whilst this is not possible via our website, our customer services team may be able to help. Please contact them on 01204 467707, or via our contact form.

 

 

Do I need to be at home to accept deliveries?

If you have selected 24 Hour Next Day Delivery or 48 Hour courier service, you will be required to sign for the delivery. Larger orders may be sent signed for, which requires a signature. Your despatch e-mail will confirm the service used to send your parcel. If you need more information please contact us on 01204467707.
Other than these exceptions, if your delivery can fit through your letterbox, you will not be required to be at home to receive it.

 

 

What do I do if I've not received all of my order?

When your order was despatched you will have received an email despatch confirming which items have been sent and if there are any outstanding items to follow. If there are no outstanding items indicated on your email please contact us on 01204 467707 so we can check for you.

 


 

Refunds

 

 

What should I do if I need to return something?

We really hope you are happy with your order but if you do need to return any item to us, please see our Returns Policy page for full details including which items are exempt from our standard returns policy.

 

 

How can I exchange an item?

If you receive an item that needs exchanging because it is incorrect or faulty, please contact us on 01204 467707 and we will arrange to exchange it for you. Please see our Returns Policy page for full details including which items are exempt from our standard returns policy.

 

 

How long does it take to get a refund?

The original card used to purchase the goods will be refunded within 3 working days of us receiving the goods back into our warehouse. It may take a little longer to reach your account depending on how quickly your credit/debit card company processes the refund.

 

 

What is Nortex Mill's refund policy?

Our refund policy can be found here.

 


 

Technical & Security

 

 

I have a technical problem using the Nortex Mill website - who can help me?

You can call 01204 467707 (Monday to Friday, 9am-5pm).

 

 

Is the Nortex Mill website secure?

Nortex Mill take every precaution to protect our customers information.

When you submit sensitive information via our website, your information is protected both online and off-line.

When our registration/order form asks users to enter sensitive information (such as credit card number), that information is encrypted and is protected with the best encryption software in the industry - SSL.

Our SSL technology is industry standard 256-bit encryption from GeoTrust.

We do not store any credit card details.

For further details, please see our Privacy Policy.

 

 

Will my registered details be shared with anyone else?

Nortex Mill will not share details with any third party for marketing purposes.

For further details, please see our Privacy Policy.

 

 

How do I unsubscribe from emails?

  1. You can unsubscribe directly from the latest email you receive. The link features at the bottom of the email.

 

 

I've forgotten my password. What should I do?

  1. Click on the 'My Account' link at the top of the page.
  2. Click on the ' Forgotten password?' link under the form.
  3. Enter the email address you registered with Nortex Mill and then press 'Submit'.
  4. A new password will be emailed to you at that email address. You may then use that password to login.

 

 

How do I change my name, email or password?

  1. Click on the 'My Account' link at the top of the page and enter your registered Username and Password. Click Login.
  2. Select 'My Details' from the menu on the left to change your details or select the 'Change Password' link to amend your password.

 

 

How do I add a new delivery address or change my delivery address?

  1. Click on the 'My Account' link at the top of the page and enter your registered Username and Password. Click Login.
  2. Select 'My Details' from the menu on the left to change your billing address, shipping address and add new addresses from this screen.

 

 

Contact

 

 

How can I contact you?

You may contact us via the following methods:

  • Telephone: 01204 467707
  • Contact: Via our contact form, found here.
  • Post: Nortex Mill Factory Shop Ltd, The Cove, 105 Chorley Old Road, Bolton, BL1 3AS.

We are here 9am-5pm Monday-Friday. Unfortunately, the online team do not work weekends, but our Bolton shop is open for 9am-5pm Saturday, and 10am-4pm Sunday.

 

 

How can I complain?

If you are unhappy with any part of the service you received from Nortex Mill, please first give us the chance to put it right by calling our customer service team on 01204 467707.

If we still cannot receive the issue, you may write a complaint to the address below, and it will be raised with the management.

Complaint Department
Nortex Mill Factory Shop Ltd,
The Cove,
105 Chorley Old Road,
Bolton,
BL1 3AS.

 


 

Miscellaneous

 

 

Do you offer a bespoke curtain making service?

Our team consists of dress, costume and curtain makers and part-time hobbyists and we're all happy to help! If there is something you would like to know, or perhaps a quotation, please call our team on 01204 467707.

 

 

Can I get a discount for a large order?

We love to offer fantastic value for all our products at Nortex Mill, and we love doing business. If you're looking to place a particularly large order, please call 01204 467707 and make us an offer we can't refuse!.

 

 

My question hasn't been answered!

Please contact our customer services team on 01204 467707, or via our contact form.