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Leaders in Travel Health & Equipment Since 1990

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Frequently Asked Questions

 
  Delivery & Postage Q & A'sSecurity & Privacy Q & A's  | Returns & Exchanges Q & A's | Ordering & Payment FAQ's | Medical Records Retrieval | Cookies  
 

Question mark  Delivery & Postage FAQ's

  •  Is it possible to specify a delivery time?
  • If I place my order today when will I receive my delivery?
  • How much are your postage/delivery costs?
  • My order has not arrived, what do I do?
  • The Post Office or Courier services have told me that the parcel is being returned to sender. What do I do?
  • Do I need to sign for my order?
  • What if I am not at the delivery address when an attempt is made?
  • What if my order arrives damaged?
  • What if an item is incorrect or missing from my order?
 
 

 

Question mark Security & Privacy FAQ's

  • I am concerned about my privacy. Do you pass on my personal details to others?
  • What sort of security do you have to protect me online?
  • How secure is it to pay by card online?
  • What is a CV2?
  • What other methods of security do you use?
  • I have heard about the new SecureCode system used by the major cards. What is it?
  • What if I have 3D Secure on my card already?
  • How do I set up 3D Secure for my card?
  • What if I don't want to add 3D Secure to my card?
 
 


Question mark  
Returns & Exchanges FAQ's

  • What if my order arrives damaged?
  • I tested my product but something is wrong and it doesn’t work. How do I return a faulty product?
  • Oh-o! My shirt/trousers/jackets/shoes don’t fit me. How do I exchange for another size?
  • What if I just don’t want the item or it’s not as expected?
 
 


Question mark  
Ordering & Payment FAQ's

  • I have a discount code. Where do I enter this information to get my discount?
  • My tour company said I get a discount if I order with you. How do I find out this code?
  • Having trouble adding items to your basket?
  • How can I tell if the items I want are in stock?
  • What hours are the Order/Customer services lines open?
  • Which payment methods do you accept?
  • I have forgotten my log-in password. How do I reset it?
  • How can I check my order was placed?
  • I have changed my mind and I need to add, change or cancel my order. What do I do?
 
 
 
 

Delivery & Postage Q & A's

 
 


Is it possible to specify a delivery time? 

Unfortunately we are unable to specify an exact delivery time. As a useful guide however, all UK orders are sent using Parcelforce or Royal Mail services and 95% of these delivered before 1.00pm. Parcelforce may also continue to deliver up until 6.00pm.

 
 

If I Place My Order Today When Will I Receive My Delivery?

We aim to have all orders despatched within 24 hours of payment being received (excl weekends and public holidays).
Orders selected on a Standard UK Delivery take between 3 – 4 working days.
Orders that qualify for Free UK Delivery (i.e. over £75.00) will also take between 2 – 3 working days
Orders selected by Express UK Delivery take 1 – 2 working days. These orders will only be dispatched same day if they are placed before 1.00pm for a next day delivery. If you're in a hurry, it’s best to call one of our advisors on 0845 260 0044 to ensure a next day delivery of an order.

 
 

How Much Are Your Postage/Delivery Costs?

Standard UK mainland Delivery - £3.85
Free UK Mainland Delivery on all orders over £75.00
Express Delivery - £7.00
Delivery within EU (up to 2kgs) - £14.50
International Delivery (all countries outside of EU and EU orders with weight greater than 2kg) will be quoted dependant on weight and size of parcel.

 
 

My order has not arrived, what do I do?

Firstly, check that a “while you were out” card hasn’t been slipped under your door. This card will have further details on how to get your order. Also check with other people in your house/office/work place. Often someone has signed for it and forgotten to tell you! If it’s still not there, please contact us on 0845 260 0044 with your order reference and details. All orders have tracking numbers so we can trace where it is.

 
 

The Post Office or Courier services have told me that the parcel is being returned to sender. What do I do?
If your parcel is returned to us, we will get in touch with you straight away. If you supplied us with the complete and correct delivery address, we will resend the parcel free of charge via the standard delivery method only. We are happy to arrange the resending of your parcel by an express postal service, but please be aware that the additional costs are to be covered by the customer. If the Delivery Address details you provided are incorrect or incomplete in any way, we may have to bill you for an additional delivery charge. Nomad Travel does not take responsibility for parcels that are incorrectly or insufficiently addressed, but we will do whatever we can to recover the parcel on your behalf.

 
 

Do I need to sign for my order?
Yes. All of our orders are tracked and need your signature for proof of delivery. It protects you from the parcel going “missing”.
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What if I am not at the delivery address when an attempt is made?

Your delivery address will be “carded” with details on how and where you can collect your order. This is usually at your local Post Office or Royal Mail Depot. No card left? Contact us 0845 260 0044 and we will happily assist in tracking it down.

 
   What if my order arrives damaged?

We take the upmost care to ensure that you order arrives in perfect condition but sometimes courier companies are not so careful. So if your order arrives damaged, please contact our customer service dept on 0845 260 0044 for further instructions. Please do not discard any of the merchandise or packaging materials, as we may need these items for further investigation. You must notify us immediately if this occurs.

 
 

What if an item is incorrect or missing from my order?

All orders are checked prior to dispatch to ensure the items ordered are the items dispatched, however if you receive an incorrect or damaged item please contact us on 0845 260 0044 quoting the item received, the item ordered and your order reference number. If an item is missing from your order please check your enclosed invoice to ensure that it has been ordered and paid. If so please contact us as soon as possible with your order number and details of the missing item

 
 

For international orders, can you send the package to my work or PO BOX address?
Unfortunately for security reasons, we cannot despatch orders outside the UK (international) to an address other than the Card Holder's resgistered address. No deliveries will be made to PO BOX addresses. A signature will always be required upon receipt from our courier FEDEX.

 
 
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Security & Privacy Q & A's 


I am concerned about my privacy. Do you pass on my personal details to others?

Rest assured that we will not sell or give your contact details to marketing companies for spamming! But we may disclose information about you to business partners who help us provide these services, such as credit card payment processing companies and delivery services for obvious reasons (although neither of these will contact you about their services). When ordering online, you may choose to set up a customer account with us. You can access and change the information we hold about you in your account at any time. You are in control of your information.

 
  What sort of security do you have to protect me online?

Lots of us are concerned about the security of information we transmit over the Internet. Our order form uses SSL encryption to ensure secure transactions with Internet Explorer, Firefox, Safari etc browsers. Whenever we ask to provide any kind of personal information, you'll see a lock symbol at the bottom of the page - this tells you that you are now in a 'secure session' with the Nomad Travel Web server. All information you enter into this form is encrypted from the time you enter it until it arrives at the Nomad Travel warehouse. No third party has access to this information.

 
 

How Secure Is It To Pay By Card Online?

For your security all card details entered on Nomad Travel's website are protected by an SSL (Secure Certificate). When paying online with ANY company the website address where you enter your card details should start https://www instead of the standard http://www and you may also see a closed padlock in your browser window - these signs show you should be on a secure website and it should be safe to enter your card details. All our card payments are processed by SecPay & Streamline who are a well-known card processing companies and totally secure. For added security we do not have access to your card details unless you give them by phone and we do not keep any card details on file.

 

 
 

What is a CV2?

The Card Verification Code (or CVC) is a number that appears on your credit card, and we request it so that we can verify that the person placing the order has direct access to the credit card being used.
For Visa and Mastercard, this is the last 3 numbers as they appear on the signature panel on the back of the card.
For American Express, it is the 4 digit number that appears in the top right corner on the front of the card. A Successful CV2 result indicates that the person ordering is in possession of the card at the time of the transaction. No transaction will be accepted without a positive CV2 match.

 

 
 

What other methods of security do you use? 

AVS - Address Verification Service
The card holders billing address is checked with the card issuer. A successful AVS result shows that the person ordering knows the cardholders address and is less likely to be using a stolen card.

 

 
 

I have heard about the new SecureCode system used by the major cards. What is it?

Verified by Visa (VbV) and MasterCard SecureCode (MSC) which use 3D Secure technology are the latest fraud prevention initiatives launched by the card schemes as a more secure method for authenticating the cardholder at the time of the transaction. 3D Secure is becoming an Industry Standard. In a 3D secure transaction you would register for VbV or MSC with your issuing bank. If you do not register before ordering online, the first time you order from a merchant who supports VbV or MSC you will be asked to register your card before continuing with the transaction. At the checkout stage, you would select to pay by Visa, Visa Delta, and Visa Debit or by MasterCard or Maestro and a pop-up box will appear from their issuing bank to request that they enter their PIN number. The bank will verify the PIN number and the transaction will continue as normal. This is all completed on a Secure Server and at no time will Nomad Travel see this information. 3D secure is FREE to set-up

 
  Verified Payment Data Query (VPDQ)

VPDQ provides us with fraud indicators to show high risk, medium risk and low risk transactions. Detailed reports will show why a transaction has been given a particular rating so that we can decide whether or not we wish to accept the payment and proceed with the sale. Each transaction is screened by The 3rd Man and the results are displayed alongside the AVS, CV2 and Verified by Visa and MasterCard SecureCode results.
These results are only available to Nomad Travel's Accounts Department Employees and would never be passed onto any third party. For customer security Nomad Travel cannot see your card number during payment and do not hold any card details on file.

 
  What If I Have 3D Secure on My Card Already?

If you have already registered your card with your bank you can enter your 'Internet Pin Code' when asked to at checkout on our or other sellers websites. Please note the same number will do you for all your internet purchases the same as your normal chip and pin works for all high street shops. You do NOT need to create a new 3d secure code if you already have one.

 
 

How Do I Set Up 3D Secure for my Card?
If you do NOT have 3D Secure on you card at checkout you may be asked to enter a new 3d secure code or you may be taken to your banks secure website to create one- please note the following before doing this:
* DONT make this pin the same as your regular chip and pin code
* ALWAYS check you are on your card issuers website before entering any account details
* ALWAYS check the banks website starts https:// and NOT http:// to show you are on a secure page

 
 

What If I Don't Want to Add 3D Secure to My Card?

More and more online companies are insisting on customers having 3d secure set up for their card as it greatly reduces the risk of fraudulent transactions as only the card holder should know their 3d secure/internet pin number. If you are in any doubt please contact us on 0845 260 0044 or you can contact your bank direct to arrange set up of this 3d secure pin code.

 
 
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Returns & Exchanges Q & A's 


What if my order arrives damaged?

If your order arrives damaged, please contact our customer service dept on 0845 260 0044 for further instructions. Please do not discard any of the merchandise or packaging materials, as we may need these items for further investigation. You must however notify us of your problem immediately.

 
  I tested my product but something is wrong and it doesn’t work. How do I return a faulty product?

If a product you’ve purchased from us Online is defective in any way, please contact us on 0845 260 0044 so we can arrange to have the product returned and inspected. We will then take the appropriate action (i.e repair, replace or refund). The action will be dependent on the outcome of inspection. Please note that store purchased products need to returned to that store location.

 
 

Oh-o! My shirt/trousers/jackets/shoes don’t fit me. How do I exchange for another size? 

We understand that sometimes different brands don’t fit correctly to their stated label size. No problem, send the item back to us at the Returns Address found on your delivery note. Just include your details (or a copy of your original delivery note) with size details and we will send the exchanged size back to you at NO EXTRA cost.

 
 

What if I just don’t want the item or it’s not as expected?

If you’re unhappy with your purchase (other than where the product is damaged or defective), you must contact us on 0845 260 0044 within 28 days*** of receiving your goods. Send it back to us and we will refund the product in full. No Quibbles! We only have the conditions that:
1. All tags and packaging must be attached and undamaged.
2. The item must be in perfect condition, exactly how you received it
However the cost of return postage is at your expense and any refund amount will exclude delivery charges (i.e. we won’t refund the original delivery charges you paid).

 
     
  (***please note clearance and sale items must be returned within 14 days for full refund. Outside of these terms, you will be offered an exchange or store credit only)  
 
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  Ordering & Payment Q & A's


I have a discount code. Where do I enter this information to get my discount?

There is a box on the Basket Page labelled “VOUCHER CODE”. Enter your code in here (e.g. ABC1234) and click submit. Please note that discounts code do not work in conjunction with other offers like bundles or sales/reduced items.

 
  My tour company said I get a discount if I order with you. How do I find out this code? 

We have fantastic relationships with many different companies who offer discounts with us a thank you for booking with them. The Discount Code is usually included in your confirmation pack. Check these again just in case you missed it or contact your Tour Company directly who will be able to provide it again.

 
 

Having trouble adding items to your basket?
Like many websites, Nomad Travel uses “cookies”. Think of these as little ID cards that help you make your internet purchase with a minimum of fuss. Cookies can remember little things like your name when you log-in to your account and most importantly they remember what items you have added to your Basket as you browse the store. For this reason you need to have cookies turned on when using our Online Shop.

 
  We do not match cookies to your registration details (if you are registered with us) and we do not use cookies to track your movements after leaving this website. Most browsers allow you to turn cookies on and off, and the help menu on your browser should tell you how. Remember, switching off cookies will restrict your use of our website.  
 

How Can I Tell If The Items I Want Are In Stock?
Everything available on our website is mostly in stock although sometimes we may have a slight hiccup and cause a tiny delay. In these circumstances, we will contact you within 24 hours any notify of any delays, offering similar/alternatives products or an updated delivery time. Need something extra speedy? Give us a call first on 0845 260 0044 and we can tell you if it’s readily available.
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What hours are the Order/Customer services line open?

You can speak to us on 0845 260 0044 at the following times:
Monday to Friday – 9.00am to 5.30pm
Outside of these hours, we have an answering service where you can leave us a voicemail and we will return you call the following morning.

 
  Which Payment Methods Do You Accept?

We accept the following credit cards: Visa, MasterCard, American Express, Visa Electron, Maestro, Switch and Solo (UK only). You can also post cheques but these orders will take slightly longer as they will need to clear with the bank before any goods can be sent.

 
 

I have forgotten my log-in password. How do I reset it?

Click on the My Account page and select the Recover It option. On this page, it will ask you to enter your email address used for originally signing in. It will then ask you to enter your postcode. This needs to be entered exactly as you first signed up too as it is case sensitive (e.g. EN3 4LE or en34le or En3 4Le). You will then be sent an email with a reset password. We recommend that you sign back into your account with this and change it again to your choice.

 
  How Can I Check My Order Was Placed?

If an order was fully completed on our website you would have been taken to an Order Confirmation Page and given an order number. You would also have received an email summary of the order confirming payment. At any time you can login to your Nomad Travel account using your registered email address and password and click on 'My Account' to view all current and previous orders.

 
 

 

I have changed my mind and I need to add, change or cancel my order. What do I do?

If you have made a mistake with your order you’ll need to call or email us as soon as possible. We'll do everything we can to fix the problem, but please understand that we try to be efficient as possible so your order may have already left the warehouse. If this is the case, your purchase can be returned or exchanged as per our returns policy.

 
     
 

Records Retrieval Process

From April the 1st we have a new process regarding the retrieval of medical records. For more info, click here >

 
     
 

Cookies

A cookie is a small file which is placed on your computer or device's hard drive. They make certain features of a website possible, such as sharing content with friends on social networks or allowing us to improve, both your user experience and the experience of others, by monitoring how the website is navigated. For more info, click here >

 
     
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