FAQ

FREQUENTLY ASKED QUESTIONS

We've organised the page by themes. If you're unable to find a specific answer, please contact us and we'll aim to respond within one working day and post the question on this page for future visitors.

1. SHOPPING

  • Do I need to set up an account to place an order?
  • How can I search for an item?
  • Is my personal information kept private?
  • What does Full quantity not available, delivery within 7 days mean?
  • I've forgotten my password...
  • Can I order over the phone?
  • What payment methods does NERO accept?
  • Is it safe to use my credit card online?
  • How will I know you received my order and when will payment be deducted?
  • How do I redeem a discount or special offer?
  • Can I add items to an existing order?
  • Can I cancel an order once it has been placed?

2. DELIVERY

  • Can I change my shipping address after my order has been despatched?
  • When can I expect my delivery?
  • How much are delivery costs?
  • Do you ship outside of the UK?

3. RETURNS

  • What do I do if there's something wrong with my delivery?
  • Where do I send my return?
  • How do I return an item?

4. GENERAL

  • I can't sign into my account...
  • How can I sign up for the NERO e-newsletter?
  • Does the order value include VAT?
  • My payment has been declined?

ANSWERS

Do I need to set up an account to place an order? No. When purchasing for the first time, you have the choice to register an account or to checkout as a guest. If you would like to register for an account please click here. Once completed, you’ll be able to access your account details, review past orders and add or update your delivery address book by simply providing your email and password. If you are an existing NERO customer or have bought from us in the past please contact us and we will set up an account for you with your own personalised prices.

How can I search for an item? Simply type in the product code in the search bar which is located in the top right hand corner of every page. Alternatively you can browse by image or item name using the navigation bar on the left hand side.

Is my personal information kept private  The information you share with us is secure, private and confidential. We will never pass your details on to a third-party for marketing purposes.

What does Full Quantity not available, delivery within 7 days mean Where we do not have the full quantity or only part quantity in stock, we will usually despatch within 7 days. If we can't do this we will inform you by the next working day.

I've forgotten my password... Whilst on the "My Account" section of the website click on 'forgot your password', enter your email address, and we'll send you a new password straight away.

Can I order over the phone? We'll be happy to take your order over the phone - just call us on 0121 665 3900 between 8:45am-5.15pm Monday-Friday. If you would like us to call you please use the call back option on the right hand side of every page.

What payment methods does you accept? We accept the following credit and debit cards:

 

  • Sage Pay
  • Paypal
  • visa
  • visa electron
  • maestro
  • mastercard
  • delta
  • switch
  • solo
  • American Express
Is it safe to use my credit card online? We don't store your credit card details - instead we use industry leading 28 bit encryption to ensure your details are secure and work with Sagepay to process your payment ensuring the very best levels of protection for your details.

How will I know you received my order and when will payment be deducted? You will immediately be sent an email from NERO confirming that we've received your order. Please add this address to your safe senders list to ensure that the email is safely delivered to your inbox. In the event that you don't receive this please check your junk folder. 

How do I redeem a discount or special offer? Please use the 'Discount Code' box on the basket page to add any applicable promotions that might be available. The offer will be confirmed and the discount value will be displayed in the order summary.

Can I add items to an existing order? If you wish to add items to an existing order please call us on 0121 665 3900 as soon as possible and if we can we will combine the order and send out as one.

Can I cancel an order once it has been placed? If you wish to cancel an order please notify us immediately or call us on 0121 665 3900. If your order has already been despatched please follow the returns procedure detailed within the returns section of our terms and conditions.

Can I change my shipping address after my order has been placed? If you wish to change your shipping address once you have placed your order please contact us or call us on 0121 665 3900. If the order has not been despatched we can amend the shipping address.

When can I expect my delivery? We have a number of different delivery options detailed here.

How much are delivery costs?  Delivery costs are detailed here.

Do you ship outside of the UK? We have recently opened up worldwide shipping. For any international shipments over 30kg please contact us on 0121 665 3900

What do I do if there's something wrong with my delivery? If there is something wrong with your delivery such as you have received the wrong item please call our team on 0121 665 3900.

Where do I return my order? You need to send your returns to: NERO Pipeline Connections, Unit 2, Anglo African Industrial Estate, Union Road, B69 3EX

How do I return an item? We think returns should be as easy as possible, please visit our returns page and follow the instructions.

I can't sign into my account - what should I do? If you have problems signing into your account ensure that you are entering the correct email address and password for your existing account. If you need help registering your account, feel free to call our customer representatives on 0121 665 3900.

How can I sign up for the NERO e-newsletter? To sign up to the NERO e-newsletter simply scroll down on the homepage and type in your email address in the NEWSLETTER box.

Does the order include VAT? No VAT is not included in the price for all items. VAT will appear as an additional charge at checkout.

My payment has been declined? If your payment has been declined ensure that you have entered all card details correctly. It's also worth checking that your billing address corresponds with the billing address bank has.

If you are certain that your details are correct try using another card and if you feel that you aren’t getting anywhere then contact our customer service team on 0121 665 3900.

 

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