Frequently Asked Questions.
When are my funds taken?
Funds will be debited from your account upon completion of your order. If you are pre-ordering products i.e. they are 'due back in stock', funds will still be debited.
Are your stock levels accurate?
Yes, our stock system is accurate and up to date at all times. If a product is showing as in stock, then it is in stock. If you order more than we have in stock a message will show in your basket informing you that you are pre-ordering.
How does the 5% Loyalty Reward work?
As a way of rewarding your loyalty to Niven & Joshua you will receive a 5% cash discount two weeks after placing your order.
The value of your cash discount will equate to 5% of the completed order value (excluding shipping) and can be redeemed against any order of your choosing – simply enter the code in the Gift Voucher box at the checkout.
Multiple cash discounts can be redeemed at the same time against one order; to use simply enter the respective cash discount codes separately.
Once you enter the code and redeem it against a purchase the code then becomes redundant. Any value not used will be left against your customer account as a credit note redeemable at a later date.
If you have any further questions please Contact Us.
Do Niven & Joshua offer corporate gifting?
Yes. Please Contact Us with your requirements, one of our customer services team will quickly meet them.
Will I be notified of the status of my order?
Yes. You will be notified via email at every stage of the ordering process, from payment success to dispatch.
Can I track my order?
Orders sent using Regular and Premium delivery methods are not trackable. If you prefer a trackable service then please choose Special Delivery for UK orders and International Signed For of AirSure for international orders. For delivery costs please click here.
What packaging will my products be shipped in?
Niven & Joshua are committed to the environment, recycling and re-using where possible. Your order will be shipped in a black, Niven & Joshua branded box with biodegradable Eco-foam securing your products. From time to time, depending on the size of products we may use alternative packaging.
How do I change currency?
Product prices on Niven & Joshua default to the British Poind but can be altered to reflect either the United States Dollar, Euro or Japanese Yen by clicking on respective icons at the top of the Niven & Joshua website. Conversion rates are calculated according to the most recent exchange rate. Your basket will reflect your chosen currency right through the payment process but payment will be taken in British Pounds.
Do I have to pay import and customs tax?
Yes. Customs outside of the UK will be responsible for import and customs tax or duties. Please check with your relevant tax office to clarify what you can expect to pay. Please note, all non-EU orders at www.nivenandjoshua.com will not be subject to 20% UK VAT - which will be taken off the RRP at checkout.
Which payment methods do Niven & Joshua accept?
Niven & Joshua accepts American Express, Electron, JCB, MasterCard, Visa, Visa Debit and Visa Delta cards. Payment is debited from your card at the time of purchase.
How do I know if an item is out of stock?
All Niven & Joshua product stock levels are accurate to physical stock we hold. If a product is available, it means it is in stock and will display PURCHASE below it. You will be able to order any quantitiy you desire however if this exceeds our stock levels you will be notified within the basket page that some items will be placed on back-order.
Items which are not in stock will display PRE-ORDER and a due back in stock date. Pre-ordered items will be placed on hold and dispatch asap. You will be informed by email when your order has left Niven & Joshua.
I've forgotten my password, what should I do?
If you've forgotten your password, you can request a new one by clicking here. A newly created, secure and randomly generated password will be emailed to your registered email address. This can then be changed within your account.
Do I need to set up a Niven & Joshua account to order?
No. You can checkout at as guest through our Express Checkout. However, if you do register you benefit from saved addresses, to speed up the checkout process and the ability to manage your account; altering details, tracking your order status and viewing past purchases.
How do I shop at Niven & Joshua?
We've worked particularly hard to ensure shopping at Niven & Joshua is a pleasant and easy experience.
If you have a specific product in mind shop by PRODUCTS. If you have a favourite brand you can search by BRANDS and filter by specific products. Alternative methods of shopping are by LIFESTYLE and CONCERN, these are great if you wish to purchase products for a particular event such as a ski trip or by a concern such as oily skin.
The Niven & Joshua GUIDE is a great way to browse. It's an informative resource designed to provide information, technical answers and suggestions with regard to how best to remedy a particular grooming problem, learn about which product suits you best and generally learn about which products will benefit your skin type the most. The GUIDE is written by the UK's leading men's grooming expert Lee Kynaston.
The Niven & Joshua MAGAZINE has been created purely for you. A place where one can read and relax.
Niven & Joshua's COMMUNITY is our forum where you can socialise, educate and interact. Not only between yourselves but with us and our expert Lifestyle and Grooming Editor Lee Kynaston, the UK's leading men's grooming expert.
Products can easily be added to your basket from a product list view or product page by clicking PURCHASE. Confirmation of this will be indicated by your BASKET appearing then disappearing after 5 seconds. Click BASKET at the top right of the page to view your basket and CHECKOUT. Items can also be removed here and quantities edited.
For anything else please Contact Us.
Which products can't you ship abroad?
Unfortunately we can't ship fragrances as they contain alcohol or pressurised containers such as shaving foams and deodorant.
How much does the gift wrapping service cost?
We will place your item(s) in a Niven & Joshua signature gift box your items and include a personal, hand-written message on a card placed in an envelope for just £3.50 per order. It is free to just include a personal message, which includes a card and envelope.
How do I have my items gift boxed?
After placing your items in your shopping basket, proceed to the checkout and follow the onscreen instructions, entering the required information as requested. When confirming your order, click the "add gift wrapping" (gift box) option. If you wish to add a personal message, tick the "send as gift" box and enter your message in the text box. Click on "place order" to continue with your purchase.
Where do I find Niven & Joshua's gifts?
Niven & Joshua have a dedicated gifting section which can be found by clicking here.
Can I change my personal message after I've placed an order?
If you need to change your message for any reason you can email us at Contact Us and as long as your order hasn't already shipped we can change your message.
What will the gift boxes look like?
We will place your item(s) in a Niven & Joshua signature gift box your items and include a personal, hand-written message on a card placed in an envelope. It is free to just include a personal message, which includes a card and envelope.
What if my item(s) arrives damaged?
If items are damaged upon receipt you must Contact Us within 24 hours of delivery. Items which are used and or not in their original packing cannot be accepted for return. Damaged goods must be returned to Niven & Joshua for inspection, Niven & Joshua will refund return postal costs upon inspection and subsequent confirmation of damaged goods. Please use a secure delivery service such as Royal Mail Special Delivery, Niven & Joshua cannot be responsible for missing returned goods. Niven & Joshua cannot issue a refund or supply replacement goods without inspecting returned goods. Photographic evidence may be suitable in some cases but Niven & Joshua reserve the right to request goods are returned for inspection at all times.
If I order online, can I return my item(s)?
Yes, as long as you return your item(s) to us within 28 days from the purchase date by post to the Niven & Joshua mail order returns department, we will happily give you an exchange or refund. Include a brief note explaining your reason for returning your item(s). Please make sure you send it via registered post, as we can't be responsible for anything that goes missing. The goods must be unused and complete with original proof of purchase. Used goods cannot be exchanged or refunded under any circumstances unless they are safely returned to us and then deemed faulty by Niven & Joshua and the manufacturer. Please return to: Niven & Joshua Returns, Cloverbank, Maple View, Matlock, Derbyshire, DE4 3AD, United Kingdom.
I think my order has been lost, what should I do?
If you believe your order has been lost please Contact Us quoting your order reference number.
What are Niven & Joshua's shipping costs and delivery times?
For up to date and competitive shipping costs and delivery estimates please refer to our delivery page by clicking here.
What happens if one or more of the items I ordered is out of stock?
If we are awaiting stock of an item (as indicated by a 'timer' icon and a 'due in stock' date on the product page) you can pre-order the product which will be shipped when it arrives back in stock, together with any other item(s) you order. We will inform you of the status of your order throughout.
What happens if nobody is at my shipping address when delivery is attempted?
Depending on local postal and courier services you will be left a card explaining how you can get your parcel. Please don't leave it too long as most parcels are returned to us after two weeks. You will be recharged postal costs if you wish us to resend an unclaimed or returned parcel.
Do Niven & Joshua's prices online include VAT?
Yes they do, at the prevailing rate, which is currently 20%.
Will my payment be taken securely?
Yes, we take payment security and card detail protection very seriously. We use a world renowned Payment Service Provider(PSP) called SecureTrading, who are one of the safest and most secure online PSPs in the world, offering the most comprehensive selection of counter fraud services available today. SecureTrading employ the following, to minimise the risk of fraud: 3-D Secure, CVV2, AVS, SecureTrading Fraud Score, IP checking and SecureTrading Identity Check which enables full KYC checks. Your payment card details are never seen or saved by Niven & Joshua Ltd.
If I 'Send as a gift' where will the invoice be sent?
If you choose the 'Send as a gift' option your invoice will be delivered electronically to the email address you provide. We will not include a paper invoice within the order delivery box.
How do I contact Niven & Joshua?
Use the Contact Us form to send a message. One of our customer services team will reply within 24 hours but normally, if your query is received within business hours much more quickly and often, within an hour.
Alternatively please call +44(0)1629 584 763.
If I am on the Niven & Joshua mailing list, will my details be used elsewhere?
How do I receive Niven & Joshua's newsletter?
Please sign up by entering your email address in the box towards the top right of the footer, seen on any page. Niven & Joshua newsletters are generally sent once a week but on special occasions there maybe more than one. We won't bombard you with junk but you can choose to opt out by clicking on the unsubscribe link at the bottom of any of our newsletters.
How does the gift voucher work?
Gift recipients can enter a unique gift voucher code supplied by Niven & Joshua at checkout to get the value of the voucher off a purchase. A gift voucher code is a special 'one off' code and can only be used once. Once a customer enters the code and redeems it against a purchase the code then becomes redundant. Any value not used will be left against your customer account as a credit note redeemable at a later date.
Niven & Joshua will deliver a gift voucher(s) either electronically via email or via post, printed on a Niven & Joshua gift card. Please specificy which option you prefer at checkout in the Special Instructions box and leave your gift message and or name too.
If you have any queries please Contact Us.