FAQs

On this page you will find answers to the most commonly asked questions. If you cannot find the question you need an answer to, please contact us.

• Orders

  • Why has my order failed?

    There are a number of reasons why your order may have failed. This could be due to incorrect details being entered in relation to a billing or delivery address or due to incorrect/incomplete card details being entered or your card issuer refusing payment. If you continue to experience problems with placing your order please contact us.

  • Why do you display products that are out of stock?

    We continue to show out of stock products online so that you have access to the product details and so we are able to ship products out as soon as they become available again.  Should you place an order for an ‘out of stock’ item the team will be in touch to discuss your options.

  • How do I use a promotional code?

    Enter your voucher code into the 'voucher code' field on the basket page before checking out. Upon the successful application of the voucher code your payment information will automatically recalculate the cost of your order before payment is processed. 

  • How do I know my order has been placed?

    Once your payment has been processed an 'order confirmation' page will appear on screen which will confirm your order number.  You will also receive a copy of your invoice via email.

  • Do prices include VAT?

    All prices illustrated on our website will be displayed with and without VAT. VAT is not included on our technical publications as these are classified as academic publications and therefore exempt from VAT. This does not include British Standard publications which are subject to VAT.

  • When will my payment be taken?

    Payment is taken following the submission of your card details and upon successful confirmation from your bank.  An order confirmation screen will display once payment authorisation is received. 

  • What methods of payment do you accept?

    We accept the following credit/debit cards

    • Mastercard
    • Visa
    • Maestro/Solo

    Sorry, we do not accept American Express.

  • Do I need to be Certified with NICEIC and/or ECA to order products or book training through the NICEIC shop?

    No, anyone can order items from the NICEIC shop, however, some items are restricted to registered members such as branded workwear and scheme specific certificates.  

• Deliveries

  • Can I amend my delivery address?

    Once an order is confirmed you are unable to amend any details.  Should you need to amend your delivery address please contact us to see whether any changes are possible as this is dependent on order status.

  • Do I have to be there to sign for a delivery?

    Yes, all deliveries require a signature to ensure your goods have been received correctly.

  • I have not received all of my order

    Some products may be sent in different parcels. Each parcel will contain a delivery note listing what is included. Please check this against the items you have received.  If anything is missing and the expected delivery date has passed, please contact us.

  • I have not received my order yet, what should I do?

    If you have not received your order within the delivery time chosen when you placed your order, please contact us. 

  • Can I track my order?

    Depending on the delivery service being used and the details stored within your account some services will send communication on where your delivery is and when it is expected to arrive. If you would like an update on your order please contact us.

  • What will I receive if I order a non-physical item?

    For information on what you will receive view our deliveries page https://www.shop.niceic.com/static/delivery 

  • How much does delivery cost and how long does it take?

    For information on deliveries see our delivery page https://www.shop.niceic.com/static/delivery

• Account

  • How do I update my email address?

    If you are NICEIC certificated, please go to my.niceic.com, login and under the account management section you may submit a request to update your email address.  If you are not NICEIC certificated, please contact a member of the team who will be able to update your email address for you.

  • Why is my account blocked when I try to log in?

     Please ensure you have activated your account and double check the details being entered.  If you are still experiencing problems, please contact us. 

    
    

  • I've forgotten my password, what do I do?

    On the log in page click on the 'forgot password' link. verify your identity by submitting the answers to the security questions you provided when you created your account you will then be able to enter and confirm a new password. 

  • Can I return items?

    For information on returns and refunds see our returns page https://www.shop.niceic.com/static/returns-policy

• Refunds

  • How long will it take to process my refund?

    Once we have received the returned goods and verified they are in an acceptable condition, we'll refund the person who originally placed and paid for the order. The way you originally paid for the purchase will determine how you are refunded. It can take up to 14 days of you returning the item(s) to receive your refund but we will always try to complete it sooner than this.

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