Help & FAQs
Got a question? Need some help? Below you'll find a selection of common queries and concerns, so you may find your problem already has a solution. Otherwise, please feel free to get in touch with our team and we'll do our best to put your mind at rest.
I haven't received an order confirmation email
We'll use the email address that you've provided to update you about your order. This could be an address linked to your PayPal account. We receive many orders with misspelled domains such as hotmial and gnail, and therefore we're unable to send you automated emails. Finally, please check your spam/junk mail folders.
Where will I find my receipt?
We'll update you via email just as soon as your order has been dispatched. We'll also attach a full PDF VAT receipt for your records when your order has been completed. You can also log in to your NICI account at any time to review your orders or download VAT receipts.
Where's my order?
We want you to receive your NICI designs as quickly as possible and we'll dispatch them the day we receive your order (before 5:30pm), Monday to Friday (excluding public holidays) in accordance with the delivery service selected. Please note, the saver delivery option does not include tracking. To check the status of your order, just sign in and view your account.
- In Progess means that our team are preparing your order for dispatch.
- Completed means that your order has left our warehouse. You'll receive an email confirming dispatch. Depending on your chosen delivery method, you may also receive a tracking number.
- Cancelled means your order has been cancelled either by you or by us.
Is the item I ordered out of stock?
In the unlikely event that we're temporarily out of stock, we'll contact you within 24 hours.
When a product is out of stock, the product page will say 'back soon' or similar. We will (where possible) advise of an estimated due date too. Please note that dates are estimations based on shipping forecasts and are subject to change. These changes are outside of our control. We'll still get your order to you as soon as possible and update you just as soon as it's been dispatched.
Pre-orders
We want you to be the very first to get your hands on our fabulously fluffy products, and offer you the ability to pre-order them. An estimated launch date will be displayed on the product page. Please note that dates are estimations based on shipping forecasts and are subject to change. These changes are outside of our control.
My tracking number doesn't work
If you've selected a delivery service that includes tracking, we'll let you know your tracking number at the time of dispatch. Tracking is updated as your order navigates the Royal Mail network. If you track your order before the initial Royal Mail scan, your tracking reference will not be recognised. Simply try again later.
I'm sending a gift. Will any paperwork be enclosed?
Don't worry, no paperwork relating to your order (or price information) is enclosed within your order. Your receipt is emailed directly to you when your order is completed. You can also log in to your account at any time to review your orders.
How are your soft toys measured?
Our products are measured from the top of their heads to the tips of their toes while lying down. The ears are not measured.
Exchanges & Returns
We hope you love your order when received, but sometimes they might simply be too small, too big, or you've just changed your mind. For further details about exchanging and/or returning items, please review our returns information.