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service ring
01773 83 6000
Personal service
01773 83 6000

Customer Services

When you have a query about your order, you’d like to know more about a particular style, or you’d like to ask our advice on an outfit for a particular occasion, we’re here to help.

Your phone call or email is answered by one of our friendly team here in Derbyshire in the heart of England. We work in the same building as our design studios and workrooms, so we can give you first-hand advice and we’re on the spot to sort out any issues for you.

Contact Us

  • By Telephone

    We are here to help you from

    8am - 8pm Monday to Friday,

    9am - 5pm on Saturday

    There is an answerphone at all other times.

    01773 83 6000
  • By Email

    You can contact David Nieper customer services regarding issues with an order or brochure. Your email will be answered promptly and personally within office hours.

    customer.services@davidnieper.co.uk
  • First Class Insured Delivery   

    All our parcels are mailed 1st Class, and we also offer free 1st Class returns. If you need your items for a special date...

    All our parcels are mailed 1st Class, and we also offer free 1st Class returns. If you need your items for a special date, just call us on 01773 83 6000 and we will do our best to help you.

    Postage and packing:

    UK - £4.95 | Europe - £5.95 | Rest of the world - £7.95

    All our parcels are fully insured

    Despatch of your order:

    Almost all of our garments are made here in Derbyshire, often especially for you. Normally we will send your order by return, however, in the unlikely event that we are unable to deliver your order promptly, we will contact you by letter, telephone or e-mail.

    Free Returns:

    We aim to give the highest quality and service. Should you need to return anything please repack in the original packaging or box enclosing our despatch note and simply return to us by post, there is a free returns self adhesive label with our address provided for your convenience.

    For your security the Post Office can issue a certificate of posting free of charge for you to keep and it might help if you make a note of the order number in case you need to telephone.

  • Individual Size and Alterations Service   

    Should you require a size that is not mentioned in the brochure, please ask. With our modern....

    Should you require a size that is not mentioned in the brochure, please ask. With our modern computer pattern sizing, we may be able to make a garment specially for you to your measurements. Our advisors can let you know if it is possible to make the style you want in the size you need, and arrange for it to be made. Just phone 01773 83 6000.

    There is a no charge for our Individual Size service.

    Alteration Service

    Although we offer a wide range of sizes and lengths, you may want to have a hem lengthened or shortened to your exact measurements. Please telephone 01773 83 6000 and speak to one of our advisors. They can let you know if the style you would like is suitable for alteration and make the necessary arrangements. We recommend you try the garment on at home first to make sure the overall fit is right for you.

    There is a charge of £6.50 for garment shortening and £12.00 for garment lengthening.

  • No Quibble Guarantee   

    Our promise to you. Everything you buy is fully covered by our 100% Satisfaction Guarantee.

    OUR PROMISE TO YOU

    •   Every one of our garments is an original design
    •   All our garments are created in our own workrooms in the heart of England
    •   We search the world for the finest fabrics, lace and trim
    •   We rigorously test every fabric before choosing them for our collections
    •   All our garments are superbly cut and generously made
    • Each design is specially graded to fit your shape as well as your size
    • Every garkment is hand finished and triple inspected for quality
    • We are committed to excellence and invest in future talent through our own training academy

    Everything you buy is fully covered by our 100% Satisfaction Guarantee

    Our promise to you

Frequently Asked Questions

When can I expect to receive my order / has my order been dispatched yet?


Most items are dispatched the next day by Royal Mail 1st class. If your item is still going through our workrooms, or we are awaiting a delivery, we will let you know either by telephone or email. To find out more about our unique workrooms in Derbyshire visit the About Us section.

How do I return an item if they are not suitable?


It’s very easy. You will find a freepost return label in with your order, so simply attach to your parcel and take it to your local post office. As soon as we receive your goods, we arrange your refund or exchange – whichever you prefer.

The easy peel return label can be found on the bottom left-hand side of the dispatch note. Please give brief instructions on the back of the dispatch note of what you would like to do e.g. exchange or refund. Place the address label on the outside of the box, seal and take to your local post office. Obtain a certificate of posting for your records. We will do the rest.

I have been told my order left 10 days ago ... where is it?


We are so sorry that you haven’t received your items as expected, please contact us on 01773 83 6000 or at customer.services@davidnieper.co.uk and we will contact your local sorting office on your behalf. It could simply be that the postman has tried to deliver your parcel but not left a card. Be assured we will replace any garments, but need to make enquires first.

Do I have to pay postage if items are sent out separately?


No. We want to give you the best service possible, so if you are ordering several items we will send them to you as soon as they are available. It may mean you have more than one parcel, but you will only be charged for once for postage.

Can I cancel an order?


Yes, right up to the point of the garment leaving the building. Please help us by contacting us as early as possible on 01773 83 6000 or at customer.services@davidnieper.co.uk and we will do our best to help you.

But don’t worry if your goods have already been sent. With our no-quibble guarantee and free returns, you can simply pop it in the post back to us for a full refund.

When do you take payment?


We only charge your card when your order is about to be sent to you. All major debit and credit cards are accepted.

Cheques are, however, cashed when we receive them.

Why doesn't your site confirm availability?


We have old-fashioned values, so we handle your order personally. Our website works like a posted order or fax, it is not interlinked with our stock.

As soon as we receive your order we will contact you about availability and delivery. Almost all of our garments are immediately available from our stock room, if for any reason we cannot send it to you straight away we will keep you informed either by email or telephone.

Is it safe to order online?


Absolutely! We use the latest technology to protect your sensitive information such as your name, address and credit card details. Known as Secure Sockets Layer (SSL) it’s the most advanced security system available. In the unlikely event that someone else intercepts the information between your computer and our website, SSL makes sure that it is impossible to read.

I am having problems ordering online, can you help me?


Yes, we are here to help in any way we can. Please call our experienced customer services team. We all know the garments well and can advise on any aspect of your order or information on your account. Just phone 01773 83 6000 or email customer.services@davidnieper.co.uk.

Can you shorten the nightdress before you send it?


We prefer you to try it on at home first. This is to make sure your garment is perfect for you as shortened items cannot be returned. It’s easy and free to return it to us for alterations and a freepost return label will be included in your parcel.

If you’ve had a similar style from us before and know about our sizing we are of course happy to shorten your garment before sending.

Can you tell me if my order will be ready for my holiday?


We like to help, so if you have a birthday, holiday or special occasion please share the date with us and we will do our utmost to meet your requirements. You can contact us on customer.services@davidnieper.co.uk or by telephone on 01773 83 6000. We can also hold your order and send it on a date to suit you. We will only charge your card just before we send it to you.

Why do you send so many brochures?


Our brochures are our high street shop window. It is the only way we can let you know our latest styles and product range without you having to leave the house.

We are concerned about environment issues, so we do our best to vary the type of brochure and send as few as possible. If we get it wrong please either pass it on, recycle it, or get in touch to ask to be mailed less frequently.

I am unable to find a style, am I still able to order it?


If you are unable to find a particular style it is very likely that we can still make it for you. Contact us on customer.services@davidnieper.co.uk or ask for Kate on 01773 83 6000.

Feefo Independent Feedback

INDEPENDENT FEEDBACK

(1759) reviews

99%

Date Score Customer Comment Our Response
11 Hour(s) ago
#

A most helpful team in solving problems of soze

No Comment
21 Hour(s) ago
#

Such helpful people! Jackie was especially good on the phone and I do appreciate the way in which queries are answered and the goods despatched.

No Comment
24 Hour(s) ago
#

No comment

No Comment
40 Hour(s) ago
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Service is always efficient and friendly, often an unusual combination.

No Comment
22-Oct-2014
#

Good service and leisure gown received earlier than anticipated just in time for my coming out of hospital

No Comment
22-Oct-2014
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Service was quick and I would order again

No Comment
18-Oct-2014
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Very efficient

No Comment
18-Oct-2014
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David Nieper Customer Service responded to my request to update me by email when my item was despatched - which allowed me to arrange to be in for the delivery. This was very helpful.

No Comment
17-Oct-2014
#

could not have been better

No Comment
17-Oct-2014
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Products arrive well packaged and speedily

No Comment
17-Oct-2014
#

I cannot fault the service.

No Comment
17-Oct-2014
#

Fantastic quality and style of clothes. Very good customer service.

No Comment
17-Oct-2014
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It's such a good service for me because I get what I want living in Spain such good quality.

No Comment
17-Oct-2014
#

Good and professional service.

No Comment
17-Oct-2014
#

Always very quick and beaufifully packed

No Comment
17-Oct-2014
#

Speedy delivery

No Comment
17-Oct-2014
#

Great service.

No Comment
16-Oct-2014
#

Items beautifully wrapped. First class service.

No Comment
16-Oct-2014
#

The order has not arrived.
Please account for your incompetence.

We were completely unaware that the order, which we posted to you immediately, had not actually arrived until we read these comments. Please be assured that a replacement order is on its way to you by recorded delivery, as promised on the phone today.

Amanda Wain
16-Oct-2014
#

Very friendly and courteous staff who telephoned me before sending parcel and then again afterwards to check that I was satisfield with the purchase! Excellent packaging too.

No Comment
16-Oct-2014
#

I was very pleased and surprised to receive a follow up phone call after submitting an online order

No Comment
16-Oct-2014
#

Prompt delivery

No Comment
16-Oct-2014
#

As always excellent service.

No Comment
15-Oct-2014
#

My order arrived in today's mail, thank you.

No Comment
15-Oct-2014
#

I found the person to whom I spoke very pleasant and helpful.

No Comment

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