Delivery & Postage

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 either DPD or Royal Mail. 95% of Royal Mail orders are delivered before 1.00pm. DPD will deliver up until 6.00pm. If you supplied us with your phone number and email in your delivery information, we will add this to your DPD delivery information and they will contact you with a 1 hour delivery window. They will also allow you to make changes to the delivery if required. We use Royal Mail for all small pharmacy items and antimalarial orders.

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 (excluding weekends and public holidays).

  • Standard UK Delivery will take between 3 – 5 working days.
  • Free UK Delivery (i.e. over £75.00) will also take between 3 – 5 working days.
  • Express UK Delivery take 1 – 2 working days.

These orders will only be dispatched same day if they are placed before 12.00pm for a next day delivery. If you’re in a hurry, it’s best to call one of our advisors on 020 8888 1405 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 orders@nomadtravel.co.uk with your order reference and details. All orders have tracking numbers so we can trace where it is.

The Post Office or Courier service 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 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”. Deliveries made by DPD can be signed for by anyone. Provide us with details of trusted neighbours and the courier will ask for their signature should you be out at the time of delivery. Additionally, if you provide us with information of any safe places parcels can be left, DPD couriers will leave the parcel without requiring a signature. Your tracking information will be updated with a photograph of the parcel at time of delivery.

What if I am not at the delivery address when a delivery attempt is made?

If your order is sent by Royal Mail, a card will be left to notify you that a delivery attempt was made and how to proceed with redelivery or collection of your parcel from your local sorting office.

If your order is sent by DPD, and providing you have included your mobile number/email with your delivery information, you will be notified of a one hour delivery window to make it easier for you to be home at the time time of delivery. You will also have options to easily request different delivery times, delivery to a collection location or to advise DPD of suitable neighbours to leave your parcel with or a safe place where it can be left. If you have not provided contact information for DPD and you are not in at the time of delivery, they will leave a card to advise you on who they have left your parcel with or how to arrange redelivery.

What if my order arrives damaged?

We take the utmost care to ensure that you order arrives in perfect condition but occasionally incidents can occur in-transit. If your order arrives damaged, please contact our customer service dept on 020 8888 1405 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 carefully packed and checked prior to dispatch, however if you do receive an incorrect item or if items are missing please contact us on orders@nomadtravel.co.uk quoting the item(s) received or missing, the item(s) 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. The invoice will also indicate if the items are coming in a separate delivery. If so, please allow another day or two for the other package(s) to arrive.

For international orders, can you send the package to my work or a PO box address?

Unfortunately for security reasons, we cannot despatch orders outside the UK (international) to an address other than the Card Holder’s registered address. No deliveries will be made to PO BOX addresses. A signature will always be required upon receipt from our courier DPD.

Security & Privacy

I'm concerned about my privacy, do you pass on my personal details to other?

Rest assured that we will not sell or give your contact details to marketing companies for spamming! We may disclose information about you to business partners who help us provide our 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 browsers like Internet Explorer, Chrome, Firefox, Safari etc.. Whenever we ask to provide any kind of personal information, you’ll see a lock symbol before the page URL – 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?

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 browsers like Internet Explorer, Chrome, Firefox, Safari etc.. Whenever we ask to provide any kind of personal information, you’ll see a lock symbol before the page URL – 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.

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.

What is the SecureCode system used by the major cards?

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.

What does Verified Payment Data Query (VPDQ) mean?

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 3D Secure on 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 orders@nomadtravel.co.uk or you can contact your bank direct to arrange set up of this 3d secure pin code.

Returns & Exchanges

What if my order arrives damaged?

If any part of your order arrives damaged, please contact customer service on 020 8888 1405 or orders@nomadtravel.co.uk 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 and something is wrong. How do I return a faulty product?

If a product you’ve purchased from us is defective in any way, please contact customer service on 020 8888 1405 or orders@nomadtravel.co.uk 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.

My shirt/trousers/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 an item?

If you’re unhappy with your purchase (other than where the product is damaged or defective), please complete the returns form sent with your items within 28 days* of receiving your goods. Send it back to us, along with the item(s), 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).

*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

Ordering & Payment

How do I use my discount code?

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 and do not apply to Pharmacy items.

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

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 information. Check these again just in case you missed it or contact your Tour Company directly who will be able to provide you with your discount code.

I'm having trouble adding items to my basket, what's wrong?

Like many websites, Nomad 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 generally in stock. If an item was incorrectly available on our website at the time of purchase, we will contact you within 24 hours and notify you of any delays, offering similar/alternatives products or an updated delivery time where necessary. Need something really quickly? Email our Customer Service team on orders@nomadtravel.co.uk and we can tell you if it’s readily available.

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 the password for my account. How do I reset it?

On the account login page, you will see ‘Forgotten your password?’ with a link to reset it. This will send reset instructions to the email address you use to login.

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 account using your registered email address and password and click on ‘Orders’ to view all current and previous orders, including the status of your orders.

I have changed my mind and need to add to, 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.

How do I get a copy of my medical records?

For full information on how to request your confidential medical records – click here.

Cookies

What are '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.