FAQs

FAQs for APEX NOMAD:

  1. How do I place an order? To place an order with APEX NOMAD, follow these steps:

    • Find the product you’d like to purchase.

    • Select your desired size from the drop-down menu and click “Add To Basket.”

    • Repeat this process for any additional items you want to buy.

    • Click on the basket icon in the top right corner or select “Checkout” from the pop-up after adding items to your basket.

    • Confirm that your selections and sizes are correct and proceed to checkout.

    • Enter your personal information, including your email address, postal address, payment details, and preferred delivery method.

    • Once payment is completed, you’ll receive an email confirming your successful order1.

  2. Can I change my order? Yes, you can make changes to your order. Please email info@apex-nomad.com as soon as possible. Keep in mind that orders placed before 5 PM are dispatched the same working day. Once an order reaches a certain point in the dispatch process, we cannot modify it. Changes can only be made if they do not increase the order value1.

  3. Can I add an item to my order? Unfortunately, once payment has been processed, we cannot edit your existing order. If you’d like to purchase additional items, you’ll need to place a separate order. If you create two separate orders on the same day, contact us (quoting both order numbers), and we’ll do our best to send them out together. Any extra postage costs incurred will be refunded promptly1.

  4. Can I cancel my order? We understand that circumstances may require canceling an order. While it’s possible to cancel, please act swiftly. Once an order reaches a certain point in the dispatch process, cancellation becomes impossible. If you need to cancel, email info@apex-nomad.com as soon as possible.

Do I have to order online?

  • Yes, currently we are unable to accept orders over the phone.

  1. Can I place an order by telephone?

    • For security reasons, we only accept orders online. If you encounter any issues while placing an order online, please reach out to us via email at info@apex-nomad.com, and we’ll do our best to assist you.

  2. Payments

    • What payment methods do you accept online?

      • We accept the following credit cards for online orders:

        • Maestro/UK Maestro

        • MasterCard

        • Visa

        • Visa Debit/Delta

        • Visa Electron

    • Can I pay with PayPal?

      • Yes, you can also pay for your online purchase using PayPal.

  3. Address Confirmation

    • You have asked me to confirm my address, why?

      • We may request address confirmation to ensure accurate delivery of your order.

  4. Payment Timing

    • When will the payment go out of my account?

      • Payments are processed at the time of order placement.

  5. Charged Card, No Order

    • Why has my card been charged but my order didn’t go through?

      • If you’ve encountered this issue, please contact us at info@apex-nomad.com, and we’ll investigate and resolve it promptly.

  6. Currency and VAT

    • What currency do you use?

      • Our prices are in the currency specified on our website.

    • Do your prices include VAT?

      • Yes, our prices include VAT.

PayPal Payments

  • APEX NOMAD gladly accepts PayPal payments. As part of our security measures, if the delivery address provided on your order is not confirmed in your PayPal account, we’ll send an email to your registered PayPal address for confirmation before proceeding with your order. Once you reply to this email, your order will be considered authorized, and we’ll promptly dispatch it to your selected address.

  1. Timely Email Responses

    • We kindly request that you respond to any emails promptly. Delays in delivery may occur if we don’t receive timely confirmation due to lack of response. APEX NOMAD cannot be held responsible for any delivery delays resulting from failure to reply.

  2. Address Confirmation Process

    • Why have you asked me to confirm my address?

      • When you pay using PayPal, we receive a notification from PayPal regarding the delivery address. If it’s unconfirmed, we’ll reach out to you for written confirmation. Simply reply to our email to verify the delivery address, and we’ll swiftly dispatch your order. If we don’t receive a reply within 7 days, unfortunately, we’ll have to cancel your order and process a full refund.

    • Credit/Debit Card Payments

      • When paying with your credit/debit card, various checks are conducted to protect against fraudulent activity. The most common check ensures that your billing address matches the one held by the card issuer. If some details match but not all, we’ll email the address provided to seek confirmation. If no details match, your order will be canceled, and you’ll receive an email notification.

  3. Payment Timing

    • When will the payment go out of my account?

      • As soon as you place your order, the payment will be deducted from your account. We’ll process your order once we receive the payment.

  4. Charged Card, No Order

    • Why has my card been charged but my order didn’t go through?

      • If you encounter this situation, please contact us. However, rest assured that we’ll promptly address any discrepancies.

When you attempt to confirm and pay we send an authorisation to your bank/card issuer and they reserve the funds by placing a shadow transaction on your account. This ensures that you cannot spend this money elsewhere. If the payment fails or you abandon the payment, we will not request these funds and so your bank will release them back to you. This shadow transaction may remain on your account for up to 6 days and unfortunately this is completely out of our control.

Currency Used:

  • All products available on our website are priced in GBP (British Pounds).

  1. Currency Conversion for International Orders:

    • If you place an order from outside the UK, your payment will be automatically converted to your national currency by your card provider or PayPal at the current exchange rate.

  2. Verified by Visa and MasterCard SecureCode:

    • These services enhance security when shopping online using your Visa or MasterCard.

    • Verified by Visa and MasterCard SecureCode allow you to create a personalized password known only to you.

    • You’ll be prompted to use this password every time you shop online with these cards.

    • For more details, visit Verified by Visa or MasterCard SecureCode.

  3. VAT Inclusion:

    • Yes, all items purchased from Apex-Nomad.com include VAT.

    • As a UK registered website, we do not have a legal obligation to offer VAT-free shopping to customers outside of the EU.

Standard Delivery:

  • With our standard delivery option, you can expect to receive your goods within 10-14 working days from the date of placing your order.

  • The standard service includes door-to-door tracking.

  • Standard UK delivery is priced at £9.

  1. Next Day Delivery:

    • Our Next Day delivery service is available for UK mainland addresses.

    • To qualify for Next Day delivery, place your order before 9pm Mon-Fri or 9pm Sun.

    • Orders placed after 9pm on Friday or on Saturday will be dispatched on Sunday.

    • Please note that Next Day service is not available for customers in the Scottish Highlands, Northern Ireland, Isle of Man, and Isle of Wight.

  2. International Delivery:

    • Delivery to Europe is priced from €11.50.

    • For the Rest of the World, the delivery cost starts from $20.

Feel free to choose the delivery option that best suits your needs! 😊

Channel Islands Delivery:

  • To deliver to the Channel Islands, simply select your country at checkout.

  • Unfortunately, we currently do not offer next-day delivery to the Channel Islands.

  1. Overseas Delivery:

    • We provide international delivery, but there are some limitations.

    • Bulk purchases are not accepted; a maximum of three items is permitted per international order.

  2. Countries We Deliver To:

    • For a comprehensive list of countries we deliver to, please contact us.

    • All international orders must be delivered to the billing address for security reasons.

    • Additional security checks may be administered, and we’ll notify you via email if necessary.

    • Please ensure timely responses to our emails to avoid delays or cancellations.

  3. Delivery Timeframes:

    • Standard Delivery (UK): Expect to receive your goods within 2-4 working days from order placement.

    • Next Day Delivery (UK): Orders placed before 9pm Mon-Fri will be delivered the following day.

      • Orders over the weekend (before 9pm on Sunday) will be delivered on Monday (excluding Bank Holidays).

    • European Delivery: Delivered within 10-21 working days from placing your order.

    • Rest of World Delivery: Delivered within 10-21 working days from placing your order.

Selecting Delivery Day:

  • Unfortunately, we cannot schedule delivery for a specific day. Our standard delivery process does not allow for selecting a particular delivery date.

  1. Saturday Delivery:

    • Regrettably, we do not currently offer Saturday delivery services.

  2. Order Dispatch:

    • When you place an order online, you’ll receive a confirmation email.

    • Once your order has been picked and dispatched, you’ll receive another email confirming dispatch and providing your tracking number.

  3. Courier Information:

    • We utilize various couriers, including Hermes and DPD.

    • You’ll receive a dispatch email specifying which courier is handling your shipment.

    • Alternatively, you can contact us at info@apex-nomad.com for courier details.

  4. Order Tracking:

    • Yes, you can track both UK and international deliveries.

    • After dispatch, you’ll receive a confirmation email with a tracking number.

    • Use this tracking number on the courier’s website to monitor your delivery’s progress.

  5. Undelivered Orders:

    • If your estimated delivery timescale has passed and you still haven’t received your order, please contact our team at info@apex-nomad.com for investigation.

    • In case the courier shows delivery as complete but you haven’t received it, promptly notify us via email.

    • Unfortunately, we cannot issue refunds or send replacements until the courier completes their investigation.

Changing Delivery Address:

  • Once an order has been placed, we are unable to change the requested delivery address. This is due to various security checks, including those related to the provided delivery address. Altering the delivery address would invalidate these checks.

  • If you’ve accidentally entered an incorrect address, please notify us via email at info@apex-nomad.com. We’ll cancel the order so that you can place a new one with the correct address.

  1. Cancellations, Refunds & Exchanges:

    • Can I cancel my order?

      • Yes, you can cancel your order. However, please act swiftly. Once an order reaches a certain point in the dispatch process, cancellation becomes impossible. Email us at info@apex-nomad.com as soon as possible, and we’ll do our best to assist you.

      • Note that orders placed before 5pm will be dispatched on the same working day.

  2. Returns and Refunds:

    • How do I return my order for a refund?

      • For details on returning your order, please refer to our returns policy.

    • Do I have to pay to return my order?

      • Please check our returns policy for information on return costs.

    • How long can I keep my order before returning it?

      • Our returns policy specifies the timeframe for returns.

    • How long will it take to process my return?

      • Processing times for returns are outlined in our policy.

  3. Additional Queries:

    • Why haven’t I been refunded the whole amount?

      • Refer to our returns policy for details on refund amounts.

    • Can sale/discounted items be returned?

      • Our policy covers returns for sale/discounted items.

    • You’ve emailed me about my refund, but it’s not showing in my account—why?

      • Allow some time for processing. If the issue persists, contact us.

    • How do I return an order placed through one of your stockists?

      • Please reach out to the stockist directly for their return process.

Feel free to reach out if you have any further questions or need assistance! 😊

Order Cancellation:

  • All orders undergo various security checks.

  • If an order fails any of these checks, it may be cancelled.

  • These checks are essential to screen orders for fraud.

  • The most common process involves verifying that your billing address matches the one on file with your card issuer.

  • In case your order is cancelled, you’ll receive an email notification, and a full refund will be issued.

  1. Returning for a Refund:

    • If you’ve paid by PayPal, credit, or debit card, follow these steps:

      • Return your items by post to:

        • Apex Nomad - Drivent House Barnfield Road Estate Leek - ST13 5QG

      • Complete the returns form included in your parcel.

      • Repackage the items you want to return.

      • Follow the instructions on the returns form.

      • Our team will be happy to process your refund.

  2. Returning for an Exchange:

    • To exchange any item:

      • Fill out the exchange section of our returns form.

      • Send everything back by post.

      • Alternatively, contact our team at info@apex-nomad.com, and they’ll assist you.

  3. Return Costs:

    • The cost of returning item(s) to us is £2.50.

    • You won’t need to pay upfront for the return parcel.

    • However, £2.50 will be deducted from your refund amount (unless you’re returning a faulty item or exchanging, which is free of charge).

    • If you choose an alternative returns method, you’ll be responsible for the full cost.

    • For returns from overseas, the buyer is liable for any incurred charges.

  4. Return Timeframe:

    • Please return your items to us in an unused and saleable condition within 14 days of receipt.

    • Our full returns policy can be found here.

Feel free to reach out if you have any further questions or need assistance! 😊

Processing Returns:

  • We strive to process all returns promptly upon receiving the goods.

  • To expedite the process, please ensure that you fill out your returns form completely before sending it back to us. This helps avoid delays in identifying and processing your return.

  1. Refund Confirmation:

    • You will receive an email confirming when your refund has been processed.

    • Please allow up to a week for the refund to reflect in your account.

    • Unfortunately, this timescale is beyond our control and depends on the card issuing bank or PayPal.

    • Once we’ve processed your refund, we cannot expedite its appearance in your account.

  2. Proof of Purchase:

    • If you’ve lost your shipping notice, it serves as your receipt for your Apex web order.

    • Alternatively, we accept other forms of proof of purchase, such as your credit or debit card statement showing the purchase.

    • Unfortunately, we cannot accept returns without some form of proof of purchase. We apologize for any inconvenience.

  3. Partial Refunds:

    • You are responsible for delivery costs incurred when returning an item.

    • This cost will be deducted from the refunded amount.

    • Sale/discounted items can also be returned for a refund within 14 days, and you’ll be refunded the price you paid for the item.

  4. Refund Processing Time:

    • We aim to refund you promptly upon receiving your return.

    • You’ll receive an email notification once your refund is processed.

    • The money may take 3-6 working days to appear in your account.

    • These timescales depend on your card issuing bank or PayPal and are beyond our control.

You've emailed me to say you've processed my refund, but it's not showing in my account, why?

The money may take 3-6 working days to show in your account. Unfortunately these timescales are dependent on your card issuing bank/PayPal and are completely out of our control. Once we have issued the refund, there is nothing we can do to make this go back into your account any quicker.

How do I return an order placed through one of your stockists?

If you’ve placed an order through one of our selected stockists, you’ll need to return your item(s) directly to them following their returns policy. Please reach out to the stockist directly for further instructions.

Regarding product information:

  • Apex Nomad Cards Online:

    • Yes, you can purchase Apex Nomad Gift Cards online through our shop.

  • Size Selection:

    • If you’re unable to select the size you want, it means that we unfortunately no longer have your size in stock.

    • However, there might be a possibility of an upcoming delivery. To check, please email us at info@abappareluk.com.

    • For reduced items, restocking is unlikely, and only the sizes currently displayed will be available.

  • Additional Product Information:

    • We strive to provide comprehensive details about our products on our website.

    • If there’s specific information you’re looking for that isn’t shown, feel free to contact us via email at info@abappareluk.com, and we’ll do our best to assist you.

    • Our size guides are specific to each brand and are detailed on each product page. All products are shown in UK sizes, and the guides also help you convert to equivalent US and EU sizes if needed.

Refund for Reduced Price After Purchase:

  • Unfortunately, we cannot predict in advance if a product will be reduced in price. Additionally, we are unable to reimburse the difference if you’ve already placed your order.

  1. Faulty or Missing Items:

    • If you believe the item you received is faulty, please contact us via email at info@apex-nomad.com.

  2. Accepted Payment Methods Online:

    • Monterrain.co.uk accepts the following credit cards for online orders:

      • Maestro/UK Maestro

      • MasterCard

      • Visa

      • Visa Debit/Delta

      • Visa Electron

    • You can also make online purchases using PayPal.

  3. PayPal Payments:

    • Apex Nomad does accept PayPal payments. As a security measure, if the delivery address on your order does not match a confirmed address on your PayPal account, you will receive an email to your PayPal registered email address for confirmation before your order is accepted.

    • Please respond to these emails promptly to avoid any delays in delivery. Apex Nomad cannot be held responsible for delivery delays resulting from failure to respond. 🌟

Confirmation of Address for PayPal Payments:

  • When you pay using PayPal, we receive a notification from PayPal to verify if the delivery address provided is confirmed on your PayPal account. If they indicate that the address is unconfirmed, we require written confirmation from you. Simply reply to the email we send you, confirming the delivery address. We’ll dispatch your order promptly. However, if we don’t receive a reply within 7 days, we’ll have to cancel your order and process a full refund.

  1. Credit/Debit Card Payment Checks:

    • When paying with your credit/debit card, various checks are conducted to safeguard against fraudulent activity. The most common check ensures that your billing address matches the one held by the card issuing bank. If some details match but not all, we’ll email the provided email address to seek confirmation. If no details match, your order will be canceled, and you’ll receive an email confirming this.

  2. Payment Timing:

    • As soon as you place your order, the payment is deducted from your account. We won’t process your order until we receive the payment.

  3. Charged Card with Failed Order:

    • If you believe your card has been charged but your order didn’t go through, please contact us. In most cases, we haven’t actually charged you; it’s likely a “shadow transaction” appearing on your account.

    • When you attempt to confirm and pay, we send an authorization to your bank/card issuer, reserving the funds (shadow transaction). This prevents you from spending that money elsewhere. If the payment fails or you abandon it, we won’t request those funds, and your bank will release them back to you. Unfortunately, this shadow transaction duration (up to 6 days) is beyond our control. 🌟

What currency do you use?

Currency Used:

  • All products sold on our website are currently priced in GBP (British Pounds). If you place an order from outside the UK, your card provider or PayPal will automatically convert the amount to your national currency at the prevailing exchange rate.

  1. Verified by Visa and MasterCard SecureCode:

    • Verified by Visa and MasterCard SecureCode are services designed to enhance security when shopping online. They allow you to create a unique password known only to you. You’ll be prompted to use this password each time you shop online with these cards. For more details, visit Verified by Visa or MasterCard SecureCode.

  2. VAT Inclusion:

    • Yes, all items purchased from Monterrain.co.uk include VAT (Value Added Tax). Since our website is registered in the UK, we are not legally obligated to offer VAT-free shopping to customers outside of the EU.

  3. Delivery Charges:

    • Our standard delivery option ensures that you receive your goods within 7-10 working days after placing your order. This service includes door-to-door tracking.

    • Standard UK delivery is FREE for orders over £50 and £3.99 for orders below that amount.

    • Our Next Day delivery service delivers your order the following day to UK mainland addresses if the order is placed before 9pm Mon-Fri or 9pm Sun. Orders placed after 9pm on Friday or on Saturday will be dispatched on Sunday. However, this service is not available for customers in the Scottish Highlands, Northern Ireland, Isle of Man, and Isle of Wight.

    • For Europe, delivery starts from €11.50, and for the Rest of the World, it begins at $20. 🌟

When will my order be dispatched?

Dispatch Confirmation:

  • When you place your order online, you will receive a confirmation email. Once your order has been picked and dispatched, you’ll receive another email confirming dispatch and providing your tracking number.

  1. Courier Information:

    • We utilize a variety of couriers, including Hermes and DPD. You will receive a dispatch email specifying which courier is handling your order. Alternatively, feel free to contact us at customerservices@apex-nomad.com for further details.

  2. Order Tracking:

    • Yes, you can track both UK and international deliveries. After your order has been dispatched, you’ll receive a confirmation email with a tracking number. Use this number on the courier’s website to monitor your delivery’s progress.

  3. Undelivered Orders:

    • If the estimated delivery timescale has passed and you still haven’t received your order, please contact our team via email at info@apex-nomad.com. They will investigate the matter for you.

  4. Order Marked as Delivered but Not Received:

    • If you’ve tracked your order online with the courier and it shows as delivered, but you haven’t received it, please immediately contact us at info@apex-nomad.com. We will initiate a denial of receipt claim with the courier.

    • Unfortunately, we cannot issue a refund or send a replacement order until the courier completes their investigation. 🌟

Missed Delivery:

  • If you weren’t around when the courier attempted delivery, they would leave a card to inform you.

  • If the courier has made multiple unsuccessful delivery attempts, they will return your order to us.

  • Upon receiving the returned order, we will process a full refund.

  • Unfortunately, we cannot resend your parcel. If you still want the items, please place a new order.

  1. Changing Delivery Address:

    • Once an order is placed, we cannot modify the requested delivery address due to security checks.

    • If you’ve entered an incorrect address, please email us at info@apex-nomad.com.

    • We’ll cancel the order so you can place a new one with the correct address.

  2. Missing Items in Order:

    • On rare occasions, we may be unable to send all items in your order.

    • This could be due to faulty items or stock availability issues.

    • If we can’t fulfill the entire order, we’ll email you and issue a full refund for the missing items.

    • While it’s uncommon, we’ll notify you if we need to send items separately.

  3. Wrong Items/Size Sent:

    • Our sincere apologies if we’ve sent you the wrong items or size.

    • Please get in touch via email at info@apex-nomad.com.

    • We’ll do our best to rectify the situation promptly and guide you on the next steps. 🌟

JJobs at Apex Nomad:

  • If you’re interested in working with our fast-paced, growing brand, Apex Nomad, we encourage you to explore any available roles. Please email us at info@apex-nomad.com to inquire about vacancies.

  1. Technical Problems:

    • Forgotten Password:

      • If you’ve forgotten your password, click on the “forgot your password” link during login. A new password will be sent to your email within a few minutes. Check your spam/junk folders in case it’s caught by filters. If you still can’t find it, contact us at info@apex-nomad.com.

    • Requested New Password Not Received:

      • A new password should arrive promptly after requesting it. Check your junk mail if needed. If you’re sure you provided the correct email address and still haven’t received it, please email us at info@apex-nomad.com.

    • Checkout Issues:

      • If you added items to your basket earlier and the required sizes are no longer available, the “proceed to payment” button won’t appear, preventing checkout. Empty your basket and start your purchase again.

      • If items are still available but you’re unable to checkout, please contact us at info@apex-nomad.com. Providing details about your browser (e.g., Google Chrome) would be helpful. 🌟

Discount Code Not Working:

  • If your promo code isn’t working, consider the following:

    • You can only use one discount/promo code per order, including free delivery codes.

    • Discount/promo codes cannot be used for gift vouchers or for any delivery charges.

    • Each code has specific terms and conditions, including validity for certain items and an expiry date. Check the terms where you found the code (e.g., email or website).

    • Some codes may only work for specific people or in specific countries.

    • If you received the code via email, it may be locked to that email address. Use the ASOS account with the same email address for code redemption.

    • If the code still doesn’t work, please contact our Customer Care Team with a screenshot of the error for further assistance.

  1. Checkout Issues:

    • If you added items to your basket during a previous visit and the required sizes are no longer available, the “proceed to payment” button won’t appear, preventing checkout.

    • To resolve this, empty your basket and start your purchase again.

    • If items are still available but you’re unable to checkout, please contact us via email at info@apex-nomad.com. Providing details about your browser (e.g., Google Chrome) would be helpful. 🌟