Customer Service Policy
Last Updated: April 2026 | Nueagain — Belfast, Northern Ireland
1. Service Philosophy
Nueagain is a specialist boutique focused on professional restoration and technical clarity. Our support model is designed to provide direct, expert-level communication — not automated, high-volume customer service. Every enquiry is handled with the same attention to detail applied to our product restoration and curation.
When you contact Nueagain, you are speaking directly with the person who inspected, listed, packed, and dispatched your item. There are no intermediaries, no scripts, and no bots.
2. How to Reach Us
We offer multiple contact channels depending on the nature and urgency of your enquiry.
🖥 Support Desk — Preferred
The fastest and most reliable way to reach us is via our support desk at www.nueagain.co.uk/contact-us. Raising a ticket creates a tracked record of your enquiry and ensures nothing is missed. This is our recommended channel for all order, returns, and technical queries.
You can contact us directly at [email protected]. Email is ideal for attaching photographs, documents, or detailed descriptions of an issue.
📞 Telephone
A telephone line is available at 028 9691 8212. As a single-operator business, we are not always at the desk — calls may occasionally go unanswered or be subject to a short wait. If you cannot get through, we recommend leaving a voicemail or using the support desk or email instead. We will always follow up.
3. Response Times
We are committed to timely, personal responses to every enquiry.
Standard Response Time
We aim to respond to all enquiries within 1–2 business days. During periods of high activity — such as large restoration projects or high order volumes — this window may extend slightly, but we will always acknowledge receipt of your enquiry promptly.
Business Hours
We operate Monday to Friday. Enquiries received over weekends or on UK public holidays will be picked up on the next available business day.
Urgent Matters
If your item has arrived damaged or there is a time-sensitive issue with your order, please mark your support ticket or email subject line as URGENT and we will prioritise accordingly.
4. Scope of Support
We provide support across the full lifecycle of your purchase — from pre-sale questions through to post-delivery resolution.
Pre-Purchase Enquiries
We encourage customers to contact us before purchasing if they have questions about technical specifications, item condition, compatibility, or history. We would rather answer a question upfront than resolve a disappointment after the fact.
Order & Logistics Queries
If your order has exceeded its estimated delivery window or you have not received a dispatch notification, please contact us with your order number and we will investigate promptly.
Technical Guidance
Support is provided for items as described in their specific listings. We provide detailed condition reports to ensure clarity prior to purchase and are happy to clarify any aspect of a listing on request.
Exclusions
As a specialist retailer of archived and restored goods, Nueagain does not offer 24/7 real-time monitoring or manufacturer-level troubleshooting for third-party software or complex installations beyond the physical hardware supplied. Where an issue falls outside our scope we will always signpost you to the appropriate resource.
5. Damaged, Faulty or Incorrect Items
If your item arrives damaged, does not match the condition report, or is incorrect, please contact us within 48 hours of delivery with the following.
📷 Photographic Evidence
Clear photographs of the item and outer packaging before further handling. This is essential for carrier claims and resolution processing.
📋 Order Reference
Your order number, available in your confirmation email or account order history.
Resolution Timeframe
We aim to propose a resolution — replacement, refund, or partial refund — within 2 business days of receiving your evidence. Refunds are processed within 5–7 business days of agreement. Please refer to our Returns & Shipping Policy for full details.
6. Professional Conduct
Nueagain maintains a standard of respectful, transparent, and constructive dialogue in all communications. We ask that our customers extend the same courtesy. We are committed to resolving every issue in good faith and will always treat you with professionalism and respect.
We reserve the right to decline to engage with communications that are abusive, threatening, or made in bad faith.
7. Our Commitment
Nueagain is built on a foundation of technical integrity and honest dealing. We are committed to the satisfaction of every customer and the longevity of the items we sell. Our goal is a simple one — that every person who buys from us feels confident they dealt with someone who took their purchase seriously.
If we have fallen short of that standard in any way, we want to know.
Contact Us
All support requests should be directed to one of the following.
Support Desk
www.nueagain.co.uk/contact-us — recommended for all order and returns queries.
Telephone
028 9691 8212 — please note calls may not always be answered immediately. Email or the support desk are often faster.
Nueagain Direct — Belfast, Northern Ireland, United Kingdom