Customer Help
Our team is always here to assist.
Common purchase queries answered
Orders and Shipping
At NEXTSPOOL, we strive to process and ship all orders within 1-2 business days. Delivery times depend on your location and your preferred shipping method at checkout. On average, shipping times are:
- Within the EU: 3-7 business days
- Outside the EU: Currently, we only ship within the EU.
Once your order is shipped, you’ll receive a tracking number via email to monitor your shipment’s progress. Remember that during busy periods, there may be slight delays in processing or delivery.
Creating an account on NEXTSPOOL is easy! Just follow these steps:
- Click on the “Account” or “Sign Up” button at the top of our website.
- Fill in the required details, such as your name, email address, and a secure password.
- Click “Create Account.”
Once registered, you can log in anytime to track your orders, manage your shipping addresses, and view your order history. You’ll also receive updates on our latest products and promotions!
If you need to change your shipping address after placing an order in WooCommerce, please follow these steps:
- Log in to your account on our website.
- Navigate to the “My Account” section.
- Click on “Orders” to view your recent orders.
- Select the order for which you want to change the shipping address.
- If the order has not been processed yet, you can update your shipping address directly in your order details.
- If you are unable to change the address or the order is already confirmed, please contact our customer service team by email or phone number as soon as possible, and we will assist you.
Please note that we cannot change the shipping address once an order is processed.
You can track the status of your order easily! Once your order has been shipped, we will send you an email containing your tracking number and a link to the carrier’s tracking page.
To check the status:
- Locate the email from us with your tracking information.
- Click on the tracking link or enter your tracking number on the carrier’s website.
- You can monitor your shipment’s progress until it arrives at your designated address.
If you haven’t received your tracking email or need assistance, feel free to contact our customer service team.
We charge VAT (Value Added Tax) on orders based on your shipping address and applicable local regulations. However, we offer tax exemptions to business customers outside of Poland. The VAT amount will be calculated and displayed during the checkout process before you complete your purchase. If you have any questions regarding VAT or your order, please feel free to contact our customer service team.
Currently, we only ship to countries within the European Union (EU). If you’re located outside the EU, we unfortunately do not offer shipping at this time. We appreciate your understanding and hope to expand our shipping options in the future!
We aim to pack all items in a single package whenever possible. However, if your order includes multiple items or large quantities, they may be shipped separately to ensure safe and timely delivery. If your order is split into multiple shipments, you will receive separate tracking numbers for each package. If you have any questions about your order’s packaging, please feel free to reach out to our customer service team.
If you need to return an item
Returns and Exchanges
At NEXTSPOOL, we want you to be completely satisfied with your purchase. If you’re not happy with your order, we offer a 14-day return policy from the date of delivery. The item must be unused, in its original packaging, and in the same condition as you received it.
We’re sorry for the mix-up! If you received the wrong item, please contact our customer service team within 7 days of receiving your order. Provide your order number and details about the incorrect item. We’ll arrange to send you the correct item immediately and provide return instructions for the wrong item if needed. Don’t worry—any return shipping costs will be covered by us.
We are very sorry for any damage your order may have caused during shipping. If your order arrived damaged, please contact our customer service team within seven days of receiving the item. Be sure to include your order number, a description of the damage, and photos of the damaged item(s) and packaging.
We will work with you to either send a replacement or provide a refund, depending on your preference. Rest assured, we’ll cover any return shipping costs for damaged items.
Once your return has been authorized by our customer service team, we will provide you with the return shipping address and detailed instructions. Please do not send your item back without authorization, as it may not be processed correctly. If you have any questions, feel free to contact us for assistance.
You can reach our customer support team through the following methods:
- Email: Send us a message at contact@nextspool.com, and we’ll respond within 24-48 hours.
- Phone: Call us at +48 58-881-00-78 during our business hours for direct assistance.
If you entered an incorrect shipping address, please contact us immediately at +48 58-881-00-78. If your order hasn’t been processed yet, we may be able to update the address. However, if the order has already been confirmed or shipped, we won’t be able to change the address. In this case, the order may be returned to us, and we will contact you to arrange a reshipment.
Once an order has been submitted, it begins processing immediately, so changes or cancellations are not guaranteed. However, please contact us immediately if you need to modify or cancel your order. If your order has not yet been processed, we will do our best to accommodate your request. No changes or cancellations can be made once the order is confirmed or shipped.
If a pre-order option is available for a sold-out item, you can pre-order it. Look for the “Pre-order” button on the product page. We’ll email you once the item is back in stock and ready to ship. If no pre-order option is available, please sign up for stock notifications, and we’ll let you know when the item becomes available again.