Not On The High Street Delivery, Returns & Customer Service Explained

Not On The High Street Delivery, Returns & Customer Service Explained

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Hello, gift-givers and lovers of unique finds! If you’re diving into the delightful world of Not On The High Street (often fondly called NOTHS), you’re in for a treat. This is the place to discover incredible gifts sourced from talented small businesses across the UK. However, practical questions can arise: How quickly will my order arrive? What if I need to return something? How do I reach out for Not On The High Street help?

Fear not! This comprehensive guide is your ultimate resource for understanding everything about Not On The High Street delivery, the Not On The High Street returns process, managing your Not On The High Street account, and accessing support from Not On The High Street customer service. We’ll break it all down so you can shop with confidence and find that perfect piece of small business magic.

Table of Contents

Understanding the NOTHS Difference: Small Business Magic

What makes Not On The High Street stand out? It’s more than just an online store—it’s a curated marketplace bursting with creativity. Picture a vibrant virtual street market, home to over 5,000 independent small businesses, lovingly referred to as ‘Partners.’

Every item you discover—whether crafted with care, thoughtfully chosen, or uniquely designed—comes from these passionate entrepreneurs. NOTHS takes pride in hand-selecting its Partners, ensuring you find high-quality, one-of-a-kind products that you won’t see elsewhere.

Why is this important for your shopping experience? Your chosen item is often dispatched directly from the small business that created or sourced it. This connection adds a special touch but also influences delivery, returns, and customer support processes. Understanding this framework is essential for a smooth shopping journey since your first point of contact for many queries will likely be the Seller themselves.

Navigating NOTHS Delivery: Getting Your Goodies

The thrill of waiting for your unique NOTHS purchase is exhilarating! Here’s how Not On The High Street delivery options work, including estimated times and costs:

UK Delivery Options & Timelines:

  • Standard Delivery: This common option typically arrives within 1-3 business days after the Seller dispatches your order, and many Sellers offer this for free!
  • Express Delivery (including Not On The High Street Next Day Delivery): Need it fast? Choose Express delivery, which aims for arrival within 1 business day after dispatch. Perfect for those “oops, I forgot!” moments—”Give today and receive tomorrow,” as NOTHS says!
  • Non-Standard Products: Be aware that large, fragile, perishable items, or those needing special handling may have unique delivery timelines. Always check the product page for specific details.
  • Personalised & Made-to-Order Items: Custom creations may take up to 30 days to be ready for dispatch, although many are quicker. The estimated delivery timeframe will be clearly stated on the product page.

UK Delivery Costs:

  • Standard: Usually £3.99 or less per Seller, but look out for free standard delivery options!
  • Express: Generally costs £4.99 per Seller.
  • Shopping Spree Perk: Ordering multiple items from the same Seller? You typically only pay the delivery cost once! The final cost will be confirmed at checkout.
  • Free Delivery: Easily filter your search on the NOTHS website to show only items offering free standard UK delivery.

International Delivery (Covering Notonthehighstreet Ireland, Not On The High Street USA, and more):

Great news for global shoppers! Not On The High Street international delivery is available for numerous products. Check the product page for eligibility.

  • Estimated Delivery Times (Post-Dispatch):
  • Selected European Countries (Ireland, Germany, France, Spain, Italy, etc.): Usually 2-5 business days.
  • Rest of the World (USA, Canada, Australia, etc.): Generally 5-10 business days.
  • Remember: Allow for creation time for personalised items before these dispatch estimates.
  • Customs & Duties: If your delivery address is outside the UK, your order may incur import duties, taxes, or customs fees upon arrival. These charges are not included in the price and are the customer’s responsibility. Check with your local customs office if uncertain.

Order Tracking (Not On The High Street Order Tracking / Track Order):

Eagerly awaiting your parcel? Here’s how to check your order tracking:

  • Tracking Links: If the Seller uses a tracked service, your dispatch email will include a tracking link.
  • No Link or Email?: If you haven’t received a dispatch email, the best first step for a Not On The High Street order enquiry or to find out Not On The High Street where is my order, is to contact the Seller directly.

Help! ‘Order Not Arrived’ / ‘Item Not Arrived’:

If your delivery is delayed, here’s what to do:

  • Contact the Seller First: They arranged the dispatch and can check with the courier.
  • How to Contact Them: Use the ‘Contact Seller’ button in ‘My Orders’ or via the link in your guest checkout email.
  • Response Time: Sellers aim to respond within 24 hours, but allow for their working hours.
  • Still No Response?: If you haven’t heard back, reach out to Not On The High Street customer service.

Incorrect Delivery Address:

Mistake at checkout?

  • Act Fast: Contact the Seller immediately to update the address.
  • Too Late?: If dispatched to the wrong address, you may need to reorder at your expense.

Sending Gifts to Different Addresses:

To send items to multiple locations, you need to complete the checkout separately for each delivery address.

Who Delivers for Not On The High Street?

Since Sellers ship directly, they choose their couriers. Common carriers include Royal Mail, DPD, Evri, DHL, FedEx, Parcelforce, and UPS. The choice depends on the Seller and the service level.

Mastering NOTHS Returns & Exchanges

You’ll hopefully love every unique find from NOTHS! But if something doesn’t feel right, it’s essential to understand the Not On The High Street returns policy.

The Standard Returns Window:

For most items eligible for return, follow these timelines:

  1. You have 28 days from the day you receive your goods to inform the Seller of your intent to return or exchange.
  2. Once you notify the Seller, you have another 14 days to send the item back.

What CANNOT Be Returned:

Some items are non-returnable unless faulty:

  • Personalised & Bespoke Items: Custom items that cannot be easily resold.
  • Perishable Goods: Fresh food items or live plants.
  • Specially Commissioned Pieces: Custom artworks or unique creations.
  • Hygiene-Sealed Items: Personal items with a hygiene seal cannot be returned if opened.

Savvy Tip: If unsure about return eligibility, contact the Seller before purchasing.

How to Return an Eligible Item:

  1. Inform the Seller: Contact them directly and state your intention to return.
  2. Package & Post: Once you have confirmation, package the item securely and send it to the Seller’s specified return address.
  3. Proof of Postage: Always keep proof of postage until your refund is processed.

Who Pays for Return Postage?

Typically, the customer covers return postage, except:

  • If the item received was faulty or damaged.
  • If the Seller offers a ‘free returns’ service for that product.

Dealing with Faulty Items:

If you receive an item that’s damaged:

  • Contact the Seller ASAP: Provide clear photos to show the fault.
  • Seller’s Guidance: They will advise on resolution options.

Returning Personalised Items You Don’t Like:

Generally, personalised items cannot be returned just because you changed your mind.

Returning a Gift You Received:

For gifts, contact Not On The High Street customer service directly if you prefer to keep the original buyer unaware of the return.

Refund Processing: Timeline & Method:

Refunds should be processed within 14 days of the Seller receiving the returned goods.

Getting Help: Contacting Sellers & NOTHS Customer Service

Need assistance? Knowing how to contact Not On The High Street or its Sellers is crucial, and the golden rule is to contact the Seller first.

Rule #1: Contact the Seller for Most Issues:

Your best first point of contact for:

  • Specific order questions (e.g., status updates).
  • Making changes before dispatch.
  • Requesting cancellations.
  • Initiating eligible returns.
  • Reporting faulty items.

How to Contact the Seller:

  • Registered Users: Log in to your account, navigate to ‘My Orders‘, find the relevant order, and click ‘Contact Seller’.
  • Guest Users: Use the link in your order confirmation email to access your ‘Order Summary Page’ and find the ‘Contact Seller’ button.

When to Contact NOTHS Customer Service:

If Sellers don’t respond in a timely manner or for general inquiries, reach out to Not On The High Street customer service.

How to Contact NOTHS Customer Service:

  • Online Form/Email: Use the online contact form on their Help Centre pages.
  • Operating Hours: Typically Monday to Friday, 09:00 – 17:30, and Saturday, 08:30 – 17:00 (UK time).

Managing Your NOTHS Account: Log In & My Orders

Having a Not On The High Street account makes managing your purchases much simpler. Here’s what you need to know:

Benefits of an Account:

  • Order History: View all past purchases under ‘My Orders‘.
  • Easy Seller Contact: Contact Sellers directly from your order history.
  • Saved Details: Store billing and shipping addresses for quicker checkouts.
  • Order Status: Track the progress of current orders.
  • Wishlist: Keep track of your favourite items.

Creating an Account:

You can sign up during checkout or create one afterward using the link on your Order Summary Page.

Log In / Sign In:

Use the Not On The High Street log in or sign in links on the website with your registered email and password.

Forgotten Password?:

Click the ‘forgotten password?’ link to reset it.

Viewing ‘My Orders’:

Access your order history by logging in and clicking on ‘My Orders‘.

Updating Your Details:

Log in and go to ‘My Account’, then ‘My Details’ to make changes.

Guest Checkout Explained:

Guest checkout allows for quick purchases but limits communication to your confirmation email links.

Savvy Shopping: Discounts & Offers at NOTHS

Who doesn’t love a good deal? Here’s how to save while shopping for unique gifts at Not On The High Street:

Using Promo Codes (Including Free Delivery Codes):

  • Where to Apply: Enter promo codes during the final payment stage.
  • One Code Rule: Only one promo code can be used per order.
  • Code Not Working?: Double-check the code and ensure you meet any specific terms.

Student Discount:

Students can enjoy a 10% discount on orders over £30 through UNiDAYS.

NOTHS & More Membership:

Consider the NOTHS & More membership for year-round perks like 10% off everything for a one-time fee of £10.

Price Promise:

If you find a lower price for an identical product from approved retailers within 7 days, NOTHS will match the difference.

NOTHS Frequently Asked Questions (FAQ)

Here are answers to some common queries:

How quick is NOTHS delivery typically?
Standard UK delivery usually takes 1-3 business days after dispatch. Express delivery aims for next day. International times vary.

Can I get free delivery on NOTHS?
Yes, many items offer free UK standard delivery. Use the website filter to find them.

Does NOTHS deliver internationally?
Yes, international delivery is available for many items. Check product pages for details.

How do I track my NOTHS order?
Use the tracking link in your dispatch email. If you don’t have it, contact the Seller.

My order hasn’t arrived. What should I do?
Contact the Seller directly for an update.

What’s the general returns policy for NOTHS?
Notify the Seller within 28 days and return within another 14 days.

Can I return personalised items?
Generally, no. Personalised items cannot be returned unless faulty.

What’s the best way to contact NOTHS customer service?
Use the online contact form or email links found in their Help Centre.

Is there a NOTHS customer service phone number?
The primary way to reach Not On The High Street customer service is through the online contact form or email links found in their Help Centre, as outlined in their support resources.

Where do I find my past orders?
Log into your account and go to ‘My Orders‘.

Help! I can’t log into my account.
Use the ‘forgotten password?’ link to reset your password.

How do I contact the specific Seller about my order?
Use the ‘Contact Seller’ button in ‘My Orders’ or the link in your confirmation email.

Shop Unique, Shop Confident

Shopping at Not On The High Street is a fantastic way to discover unique, thoughtful gifts while supporting small UK businesses. By understanding how their marketplace works—especially the importance of contacting Sellers for many order-specific queries—you can navigate your shopping journey with ease and confidence.

Whether you’re tracking a delivery, managing your account, or needing help with a return, use this guide as your reference. Now go forth and find those joyful, one-of-a-kind treasures! Happy shopping!