HELP

Sometimes you need a little help and we are here to fully support that. On this page you can find all of the Frequently Asked Questions (FAQ’s) which can hopefully solve your issue however if not, then you can contact our customer service in order to get that solved as quickly as possible. 

GENERAL

Nethrial is an international online retail store that allows you to shop emerging brands through to established brands across fashion, home and beauty so we can be your one stop shop for all stages of brands and make your shopping life easier (woo!)

Nethrial uses industry premium EV SSL encryption to protect your details. Potentially sensitive information such as your name, address and card details are encoded so they can only be read on the secure server. This information is authenticated to ensure it only gets sent to this secure server and is checked to make sure it has not been tampered with during transfer.

Security checks are also made on all transactions, to ensure the authenticity of each payment.

The word NETHRIAL is actually a wordoid made by the founder Freedom Doran.

Nethrial is a combination of Nether and Aeriel which mean low and high reflecting how you can shop all stages of brands and price ranges within one site. It also has the word NET as the first three letters showing that Nethrial is primarily an online company.

If you want to apply to become a model at NETHRIAL, you can do this through contacting our photoshoot team here. Please provide a model card if you have one or otherwise details about yourself alongside social media handles and images.

We try and book models of all shapes and sizes.

We often have fitting days where we invite our customers, keep a look out on our Facebook and Instagram – we’d love you to get involved.  

If you are looking for more information on our model welfare policy, please click here.

We usually approach brands/boutiques directly if we feel they will work well with Nethrial however if you feel your products would work well then please use the following links below to send a request and it will then be looked into by the team and if we feel your brand/boutique would work well on Nethrial then we will be in touch. 

BRANDS: Click Here
BOUTIQUES: Click Here

PLEASE NOTE THAT IF YOU DON’T RECEIVE A REPLY WITHIN TWO WEEKS YOUR REQUEST HAS BEEN UNSUCCESSFUL

We stock a wide range of products from emerging designers through to established designers over fashion, home and beauty.

We’re a one stop shop for home, beauty and fashion.

You can snap up some items from the likes of Veni Vedi Vici, Gucci, MAC and Florence Verity.

You can see a full list of all the brands we stock just by clicking here aswell as a list of the boutiques that are on NETHRIAL here

As we’re an exclusively online retailer we sell directly to the public – we therefore don’t offer wholesale.

At the moment we do not have the service to order over the phone however this is something we are introducing very soon so keep updated via our Twitter, Email, Instagram and/or Facebook so you are notified when this becomes available.

Nethrial is pronounced “Neth-ree-ul”

Please email influencers@nethrial.com with details about yourself, all your social media handles and why you think that Nethrial would be a good fit for your audience and aesthetic. 

NOTE: Please do not be offended if we do not reply, we receive a lot of requests and cannot reply to them all, this may be due to your engagement rate, overall aesthetic or we simply do not think you are a good fit for Nethrial. Try again after three months.

We take the reviews that customer have left about the product from the official brands website aswell so it is still rating the same product just sometimes not through Nethrial.

Our price ranges are below:

Low End (£0 – £50)
Mid-Range (£51 – £175)
High End (£176+)

RETURNS

View the returns options here

All items must be returned within 14 days.

They must be returned in the original packaging.

Any tags included must still be attached.

Swimwear and underwear cannot be returned.

There must be no stains on any items alongside no hairs or odour. 

It must not be worn to an extent and not washed.


If any of these conditions are seen to be broken you will not be granted a refund and the item(s) will be returned to you.

Yes of course just click here.

Unfortunately this isn’t possible at this moment in time, you would have to return it to Nethrial for a refund and then place a separate order for the other item(s)

We’re really sorry if we’ve made a mistake with your refund!

If this is the case please contact our Customer Care Team and we’ll try and sort it out for you as soon as possible.

The following may affect the amount you have been refunded:

– The delivery charge, which is only refunded for cancelled orders under the Consumer Contracts Regulations (2013) or if the goods are faulty.

– Any discounts that were applied at the time of sale, which may not now be applicable.

If you wish to return beauty products you’ve purchased, please do not remove the original wrapping for hygiene reasons.

All goods will be inspected on return. We try hard to accept all returns, in the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you.

YOUR ORDER

If your order has not arrived when you were expecting it then please check the following:

– Check you have received a dispatch confirmation email from us.

– Check the tracking link via your dispatch confirmation email to view the most up to date information on the whereabouts of your parcel.

– Sign in and check your account on the Nethrial website. Is your delivery address correct? Are your contact details up to date?

– Check for text messages, emails and attempted delivery cards from one of our couriers. Your parcel may be awaiting collection at a local delivery depot or you may need to re-arrange delivery.

– Check no one else residing at your address has taken receipt of your parcel.

If you still can’t locate your parcel then please contact our Customer Services team with your order number to hand. We will endeavour to find your parcel straight away.

All of our shipments are insured to the necessary value, so should it not be found we will arrange a replacement or refund for you.

– We may have sent your items in separate parcels so please check your emails to see if any of your items will be arriving separately.

– If your order has been sent in different parcels then each delivery note will tell you the items you can expect to find inside. Please check the delivery notes from each part of your order to make sure you’re not missing anything.

– If an item is missing, please contact our Customer Care team with the order number and the missing item’s name and number. We will resolve the issue for you as quickly as we can.

We want to sort out any issues with faulty items straight away

As soon as you discover a fault, please contact our Customer Care team with:

  • The order number
  • The faulty item’s name and number
  • A description of the fault


We’ll get back to you as soon as we can and send you a replacement item as quickly as we can.

 

We want to sort out any issues with incorrect items straight away.

Please contact our Customer Care team with your order number and the incorrect item’s name and product number.

We’ll get back to you as soon as we can and send you a replacement item as quickly as we can.

We’re really quick at packing your order up which means we can’t make any changes once you’ve placed it. This includes changing the delivery option, delivery address or payment method.

However, you can return any unwanted items for a refund once you’ve received your order. For more information on our Returns Policy, please click here.

You can cancel your order up to 14 days after the order has been placed.

You can cancel your order within your account or contact the customer care team here

If you want to send something to someone as a gift then you can use their address as the delivery address for your order.

We don’t offer a gift wrapping service so the goods will arrive just like a normal order. You might want to give the lucky person a warning so they know to expect a parcel!

PLEASE NOTE: The order may contain an order confirmation sheet which includes the price and this cannot be removed as an option at checkout. If you would rather the price not appear then we would suggest to send it to your address and then remove the order documents and then send to your gift recipient.

In the unlikely event that there’s a problem with the order, we won’t be able to discuss any details with the recipient of the parcel. We can only discuss order and account information with the registered NETHRIAL account holder for the account the order was placed on.

We will email to confirm your order has been received, and is being processed.

You will receive a further dispatch confirmation email once your order has been shipped.

All orders are dispatched from the brands/boutiques themselves directly to you, at the checkout you can see how long it will take to arrive to you.

Yes we have insurance over each item sent from both Nethrial and the brand themselves so if something is wrong with your order, it is fully insured.

SHIPPING

We deliver to almost all countries worldwide. 

Your country location can be chosen at the checkout where it will be confirmed whether your country is applicable for recieving orders.

Shipping rates and times vary per brand but exact prices and delivery times are displayed at the checkout.

For orders placed online we do provide the option to ship to an address different to the billing address. However, for security reasons, this service is discretionary. We reserve the right to only ship to the billing address, or to verify details with our customers before shipping to a different address.

If you have made a mistake with your shipping details please contact our Customer Services team.

Please note, due to the speed at which our brands/boutiques work, we can make no guarantees to change addresses prior to shipping. If an order has been locked for processing by the Dispatch team or completed we are unable to amend the shipping address.

Customs and import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel.

Unfortunately, we have no control over these charges, and cannot tell you what the cost might be, as customs policies and import duties vary widely from country to country. It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.

The customer must take full liability for any parcels returned to us due to unpaid customs charges. Postal charges, return shipment costs, customs charges and handling fees will all be deductible from any refund due.

It is also dependant on where the brand/boutique fulfills your orders from.

At the moment tracking is unavailable to be included automatically within your dispatch confirmation email however if you are in urgent need please contact our customer care team as we may be able to locate your tracking number. 

You may also recieve mobile notifications from the brand(s)/boutique(s) whilst your parcel is en-route.

You will receive a dispatch confirmation email to the email you entered at the checkout once your order has been shipped.

Each country has its own unique import procedures, which are subject to change. If you have an order held in customs then please contact our Customer Service team with your order number and name. We will do our very best to help resolve the matter as swiftly as possible.

PAYMENTS

You can use any of the payment types listed below to pay for your order. We take your security very seriously, therefore your details are safe with us.

Nethrial accepts Visa, Paypal, Mastercard, American Express, Apple Pay, Google Pay, Visa Electron, JCB,Discover and Maestro with other payment methods being added as and when appropriate.

We also take fraud very seriously too, so all credit and debit card holders are subject to validation and authorisation by both us, the card issuer and our payment handler.

 

 

If your card is authorised, payment will be taken immediately, and you will receive an email confirming that your order has been successful.

If your card is not authorised, payment will not be taken, and we’ll email to let you know your bank or card issuer wouldn’t authorise the payment.

Please remember that even if a payment isn’t authorised, it may look like NETHRIAL has still taken the money as some card issuers may still reserve the money, for a short period of time.

Yes, we use industry standard SSL encryption to protect your details. Potentially sensitive information such as your name, address and card details are encoded so they can only be read on the secure server. This information is authenticated to ensure it only gets sent to this secure server and is checked to make sure it has not been tampered with during transfer.

Security checks are also made on all transactions, to ensure the authenticity of each payment.

If your payment has been declined, then you’ll need to place your order again. We’re not able to reinstate an order once the payment has been declined.

To help ensure your order is not declined when placing a new order we suggest checking the following:

– Check the card details you entered are correct, e.g. the expiry date or your billing address.

– Make sure you enter the security code correctly – that’s the three digit number on the back of your card.

-Your card issuer may have declined your payment – as they don’t tell us the reason for this, it’s best to check with them or contact your bank.

– If you’ve checked all of the above, try paying with another card or payment method.

 

We understand that our customers like to get their hands on a great deal from time to time.

We’d suggest that you check out the website, we often have really great promos running where you can grab a steal.

If it’s a discount code that you’re after – we send out discount codes to our customers in our newsletters. Sometimes you’ll spot a code on Twitter, Facebook, Instagram or the banner on our website too – keep your eyes peeled.

We also have exclusive promotional codes with companies such as UniDays and Honey so you can check to see if they have any available.

Our discount codes can be sent to individuals and may be locked to those accounts only, as explained in the T&CS.

We’re sorry if you’ve been charged more than you were expecting for your order.

There are a couple of reasons why it may appear you’ve been charged more than you were expecting.

If you’ve used a promo code on your order, the discount may not apply to all of the items in your basket. There are certain exclusions with some promo codes and you can find these in the terms and conditions that would have been included when you received the code.

If you still believe you’ve been overcharged for you order, then please contact us and we’ll look into it further for you.

CONTACTING CUSTOMER SERVICE

To contact our customer service team you can email cs@nethrial.com an one of our team members will get back to you within 48 hours. 

You can also reach out to us via social media @nethrial.

We are currently working on expanding ways on how to reach us but for now these are the best options.

TECHNICAL

If you’re having trouble with the website we’d suggest you try the following:

STEP 1
You may need to delete your cookies – a cookie is a small file we store on your computer to let us know who you are next time you visit us.On most internet browsers you can delete your cookies using ‘Tools’ or ‘History’.

STEP 2
Once you’ve cleared your cookies, close your browser, reopen it and visit our site again. You should be able to use it without any more problems.

We also suggest that you use the latest version of your operating system provider e.g. Windows, OSX etc.

STEP 3
If you’re still having problems, contact our Customer Care Team here and include:

  • As much detail as you can about the issue
  • Screen shots of any error messages you get
  • Which web browser you’re using (e.g. Internet Explorer, Firefox, Chrome, Safari etc.)
  • What you’ve done so far to try to resolve it

If you no longer wish to subscribe to NETHRIAL emails or texts, you can unsubscribe simply by clicking on the unsubscribe link at the bottom of one of the emails or click here

Please note, once you unsubscribe, it can take up to 7 days for the change to take effect.

If you change your mind later and want to subscribe again, simply follow the above steps.

If you have spotted a spelling mistake, wrong product image/price, something that seems out of place or anything that you don’t like or think is right please don’t hesitate to fill in the form and let us know more. 

p.s. you may or may not (wink, wink) get a discount code if the your issue was correct and therefore solved.

It depends on where you are located and where the brand/boutique is located. For further information please see the price and details quoted at checkout.

You may only ship to one address per order. If you would like items of your order to be shipped to multiple locations you will need to place separate orders for each address.

All items are insured against theft and accidental damage whilst in transit. If you feel you need to claim on this please contact the Customer Service Team here

×

Basket